Sooltana Hedoo Email & Phone Number

Reply to direct booking and travel agent inquiries in a professional and courteous mannerInvestigate problematic credit card charges, cash and/or cheque payments Refund credit cards, stop payments, transfer payments or request refundsWork simultaneously with a wide array of programs (TTS, Gestion, TravelGenie, etc.)Multitask between outbound collection calls and inbound travel agent inquiriesClarify details in a simple manner about commision levels, insurance rates, fares and taxes

Taking orders from franchises and food dedicated on the phone, by fax or emails..Adjusting temporary and standing ordersReturn phone calls or follows up on issues within 1 hour of requestEnsures that all reports that affect service are closely monitored and actioned if issues arise e.g. Open Order Summary, Shortage ReportsOrder Management and Fulfillment. Ensure that orders are entered into the system with little error (99.9% accuracy rating); this includes correct dates, ship from and ship to warehouses

Etobicoke

Responsible for providing phone support for Aeroplan customers resolve web related issues.Provided phone support and resolution of customer issues in the front line.Assisted members with Website navigation( Mainly Flight, Car and Hotel Booking) walking them through the process step by step ensuring full understanding and resolving 99 % of issues.Transforming technical explanations in non-technical terms particularly when dealing with elderly customers unfamiliar with the technology , demonstrating patience at all times.Answered 65-70 calls daily achieving outstanding wrap time of 2-4 seconds compared to target of 1 minute 36 seconds. Provided support using pre-defined procedures

North York

 Made 40-50 outbound calls daily over 5 hours to solicit donations for cancer research tailored to meet each client’s needs.  Worked on behalf of the Princess Margaret Hospital Lottery campaign and secured donations from donors, achieving a conversion rate.  Input client information into database such as name, address and credit card information ensuring 100% accuracy. Dealt with irate customers on a daily basis and ensured customer received apology and deescalated of 40-60 % the situation.