Neena Harshvardhan Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Monitored customer queues across Sabre, Apollo, and Farelogix system platforms
• Processed full and partial exchanges; handled involuntary and Future Travel Credit refunds
• Contacted customers by phone, email, or live chat to ascertain their priorities and provide alternative schedule change options, driving improved customer satisfaction
• Negotiated with airlines to secure waivers for schedule changes and customer refunds
• Recognized for highest productivity as measured by… Show more
• Recognized for highest productivity as measured by the number of resolved files. Trained new hires to improve their productivity

Toronto, Canada Area

• Responsible for major and minor schedule changes including date changes, routing changes, and changes stemming from irregular operations (IROP).
• Responsible for quality control and processing of supplier sales/refunds, as well as preparation of payment reconciliation for cheque issuance
• Provided first call complaint resolution to irate customers providing alternative consumer choices with small cost increase resulting in customer satisfaction and improved sales
• Calculated… Show more
• Calculated customer insurance claim amounts on cancelled files by working with suppliers
• Recommended streamlining the schedule change procedure to drive process efficiencies

Toronto, Canada Area

• Delivered exceptional customer experience to Expedia.ca, Expedia for TD, and Travelocity customers.
• Handled schedule changes; made outbound calls to inform customers of schedule changes
• Managed complex ticketing requests that are not supported by the online system
• Carried out Phase IV procedures and exchange of tickets
• One of the select core team members entrusted to handle customer refunds of overcharges

Toronto, Canada Area

• Responsible for delivering high quality of service to high profile, well-travelled adventure clients.
• Managed reconciliation of vendor accounts and receivable management
• Successfully resolved problems and delivered against client expectations, resulting in a loyal client base with high repeat sales
• Carried out air travel arrangements for travel packages and group bookings. Researched upcoming trips to determine optimal pricing opportunities, ensuring increased profitability… Show more
• Carried out air travel arrangements for travel packages and group bookings. Researched upcoming trips to determine optimal pricing opportunities, ensuring increased profitability
• Streamlined air desk procedures, coordinated air with operations to provide timely service Show less

Toronto, Canada Area

• Responsible for Back Office Accounting of PVC (Package Vacation & Cruise) files for Cruise line, Thomas Cook and Air Transat accounts
• Manually invoiced bookings on a queue basis by checking customer information, credit card charges, and quotations in Sabre system is accurate
• Compiled invoices, identified and rectified discrepancies in payments, and reconciled vendor accounts for weekly remittance, utilizing Microsoft Excel, Agresso, and Sabre systems
• Ensured the vendor is… Show more
• Ensured the vendor is cleared from the Agresso system on a timely basis. Calculated insurance claim amounts on a PVC file for the Insurance Company
• Collaborated with the IT department to change the bookings in Sabre System from manual invoicing to automated invoicing for process improvement

Toronto, Canada Area

• Independently handled reservations for destinations in Europe, Australia and United States.
• Responsible for carrying out Phase IV operations and issuing tickets based on Net fare rules.
• Go to person for complex Sabre resolutions. Nominated to train Reservation Dept. on Native Sabre system.
• Recognized for innovative ideas in ‘Good to Great’ contest. Recommendation for one-call resolution in reservation department adopted by management for implementation.

Toronto, Canada Area

• Established excellent rapport with travel agents; ensured client satisfaction.
• Consistently achieved highest sales rate in the USA department.
• Worked on Native Sabre Reservation Systems.

Toronto, Canada Area

• Effectively closed sales - both international and trans-border.
• Worked on both Native Sabre and Apollo Reservation Systems.

Toronto, Canada Area

• Identified client needs, developed customized Foreign Independent Tour (FIT) packages.
• Awarded FunSunner Appreciation Certificate for being a team player.
• Worked on Worldspan and Softvoyage Reservation Systems.

Diploma In Travel And Tourism (Honours), Tourism And Travel Services Management

Bachelor Of Arts (Ba), Sociology