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 • 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 the number of resolved files. Trained new hires to improve their productivity • Nominated to lead bi-weekly stand-up team meetings Show less

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 • 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 customer insurance claim amounts on cancelled files by working with suppliers• Recommended streamlining the schedule change procedure to drive process efficiencies• Produced quarterly ledger accounts for tour and cruise suppliers; logged company credit card charges to tour and cruise suppliers for monthly statement postings • Reviewed bookings on a queue basis by regularly checking customer credit card charges and quotations in the Sabre system against customer invoices. Identified discrepancies and liaised with back-office agents to meet weekly payment deadlines.• Hand-picked to train new hires in the department in Sabre Show less

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 • 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 • 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 • 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 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 • Communicated and updated customers on their travel arrangements and schedules • Nominated to train new employees in the quality control of invoicing, insurance, preparation of payments, reconciliations, and travel document reviews Show less

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