Ankita Johar Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Hanndeled Customer of Royal Bank of Canada Handling inbound calls from customers to assist with booking their travel needs as well as support merchandise/gift card/rewards point redemption processes (everything from redeeming collected points for the latest tech toy to assisting a customer in lowering their mortgage bill or paying off their credit card with rewards) Resolve customer inquiries at the first point of contact Ability to support multiple accounts, each with their own dedicated tools and technology Usage of telephony system & soft phone application involving precise logging Educate customers on products, programs, and services such as flights, hotels, gift cards and merchandise Customer Service escalation handling and first call resolution. Technical and online navigational support and trouble shooting Utilize online and internal resources to ensure interactions are accurate and compliant with all business processes aligned with our loyalty program rules and regulations. Use of multiple tools, booking and redemption platforms Flight exchanges/refunds/schedule changes/involving manual calculations Servicing clients across the globe with predominant focus on our clientele within North America Computer usage (Microsoft proficiency), and internet skills. Scorecard metrics in place to adequately measure individual and team performance

New Delhi Area, India

Accomplishing customer service objectives by contributing customer service information and recommendations to strategic plans and reviews- Building positive client relationships and maintaining a high client retention rate while; interacting with suppliers, travel agents, Walk-In & Corporate Clients for Sales and providing help and advice using organization’s products and services.- Managing operations for Outbound Department including designing vacation packages, accepting payments, dealing with travel agents and customers, and reporting directly to Senior Manager- Communicating courteously with customers by telephone, email, letter and face to face; resolving any problems or concerns responsible, sending inquiries to management to get business- Creating feedback or complaints procedures for customers to use, investigating and solving customers' problems (complex or long-standing) passed on by customer service assistants- Developing customer service procedures, policies and standards as per the requirements while learning about organization’s products or services and keeping up to date with changes- Meeting customer service financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, initiating corrective actions.

New Delhi

- Involved in research, identify and target new opportunities through the use of an existing and growing network of relevant contacts in order to develop, grow and maintain business sales plans- Build and maintained relationship with new and existing clients/members in regards to travel products and planning trips- Monitored department-wide processes and leading customer satisfaction survey analysis for checking service levels, quality, consistency, and opportunities for improvement - Worked with Entry Level Travel Agents and Inside Customer Service Agents to ensure all related correspondence with clients/members is completed.- Maintained and utilized product knowledge and customer service expertise to ensure client/member needs are met and identify new ways to improve travel industry standard.- Provided accurate forecasts and reports on activity and sales performance as and when required.- Developed creative opportunities which will open the door for Surge Travel’s products and services.

New Delhi Area, India

- Accountable for customer service department and ensured the company or corporation delivers the highest level of customer service possible- Evaluated Customer needs and matching the right product for them by providing help and advice to customers using organisation's products or services- Maintained accurate records of discussions or correspondence with customers- Handled corporate and walk-in clients queries.- Maintained files, records, make various bookings related to inbound & outbound tours and domestic operations- Participated in meetings with other managers to discuss possible improvements to customer service.- Investigated and resolved customers' complex problems or long-standing problems that have been passed on by customer service assistants- Analyzed statistics or other data to determine the level of customer service provided by organisation.- Request customers to provide feedback on customer service experience.

Bachelor’S Degree, Business/Commerce, General

Diploma In Travel Management, Tourism And Travel Services Management