Pooja Dholakia Email & Phone Number

Wellingborough, Gb

Becoming the primary point of contact for designated European customer and to understand their business needs and objectives. Efficient project management on multiple $1 million revenue projects of tasking and supporting subscription services.Trained major European Reseller on the subscription on demand service ‘MGP Pro’ to sell to existing and new businesses with educational resources via shared platform.

London Area, United Kingdom

Northampton, England, United Kingdom

Troubleshooted technical/ colleague issues such as, Internal Systems and Hardware amongst the Group. Issues such as Computers issues Laptops, Printers, Desk phones, mobile set ups and communication hubs such as WIFI. Experience troubleshooting in the following systems ~ SQL Server, POS/ Wintergrate systems, Microsoft Office Windows OS 7/10, SQL Database Active Directory, Xenapp Google Administrator Menu / Citrix Cisco Telephony and Vodafone Service Solutions.Set up colleague administration requests in using the internal systems amongst the group within Service Level Agreements. Updated IT & System Knowledge Articles for other colleagues to use as a reference.

•An effective communicator by meeting customer expectations and assisting queries via inbound phone calls. •Quickly adapting to working from home and independently learning new and complex systems such as MAX.•Complying with strict GDPR rules and regulations when handling customer details and escalating complaints via the correct channels when required. • Further details are not available due to a non-disclosure agreement in place. Hays Travel can be contacted for verification.

•Internally nominated for the 30 under 30 for the TTG’s Tomorrows Travel Leader programme for 2020.•Prioritising brand new tour set up’s using Excel spreadsheets when inputting all the tour components and communicating using written email communication •Manage Inventory changes such as: Airport departures and arrivals; accommodation; excursions; changes in prices which ensures Travelink is accurate for the Holiday Advisors who book customers in the call centre. •Ensuring Inventory changes are accurate for the website which enable online customers accurate tour details for pre and post documentation for customers. •Demonstrated working to tight deadlines when loading components (Accommodation, Airlines, Excursions and prices) and new offers onto Travelink before brochure launches and online campaigns. •Calculated and updated tour costs when inputted into Travelink with clear liaison with the finance department using emails and telephone. •Utilised Salesforce as a form of clear communication between departments such as Product, Commercial Aviation, Aviation and Customer Services, E-commerce and the Finance Department.•Provided a system error function and investigated system errors when web bookings and contact centre bookings could not be completed. Such as, flight contract lines error and price type matrix error. •Communicating and investigating with the Ecommerce and Tech departments using Trello, when raising technical issue. Additionally raising Helpdesk tickets or escalating it SOR's level when broken processes have developed.•Delivering training sessions to fellow colleagues on different aspects of the system such as, Accommodation Changes, cost changes and ad-hoc changes for the concierge team and creating help sheets using Microsoft Word.• Demonstrated teamwork by helping the Visa team when extremely busy, by processing Indian ETA Visa, Candian Evisa and USA ESTAs.

• Understood and researched customers travel needs and to tailor it to a holiday.• Delivered exception verbal communication skills and customer service whilst greeting customer into the store and on the phone.• Developed analytical skills through Foreign Exchange training •Demonstrated being able to work under pressure and produce results for example, managing different customers expectations on travel and the foreign exchange and being able to produce 7% profit margin in the Foreign Exchange.• Have attended many training days from Thomas Cook: 4 day ‘Check-In’, Sandals All Inclusive resorts specifically for the Caribbean.

• Delivering exceptional customer service through communicating through social media • Advanced digital marketing skills by using social media platforms: Facebook, Twitter, Instagram• Developed design graphics for email newsletters using Canva• Advanced email marketing skills by continuous use of Mail Chimp to an audience of over 6,000

The ability to work under pressure and give exceptional customer service by, meeting and exceeding customer’s needs, which reflects the company. Problem solving skills by dealing with colleague and customers effectively. For example, dealing with a customer order, which was not delivered on time to the store. Therefore, I showcased initiative by creating a multi-food platter to complete the customer's order on time.Effective leadership skills by taking on responsibilities of a Team Leader on numerous occasions to maintain checkout daily jobs, for example maintaining breaks on times, assisting managers with various management tasks. Great time management skills by demonstrating keeping stock levels full on the customer service desk by assisting customers with needs effectively. Also, maintain breaks for checkout colleagues when given responsibility of a team leader. Effective use of equipments by using the Checkout systems, the Self-Scan Systems and the Scan As You Shop system. Became multi-skilled in various departments in Tesco such as the Clothing department and Grocery

Ba Human Geography And International Tourism Management, Human Geography & Travel And Tourism, First Class Degree

Activities and Societies: A part of the Northampton Hindu Society for three yearsUndergraduate Dissertation topic: To analyse.

9 Gcse'S A*-C

Activities and Societies: - Aim Higher Programme