Lesile Anna Shinu

LESILE ANNA SHINU Customer Service & Sales Support PROFILE Seeking for a suitable position that will fit into my qualifications and work experiences. Over 14 years of experience in managing the overall Operational & Customer service function with B2B client partners with strategic planning, administrating all indoor performance within the department through efficient coaching and monitoring. EDUCATION  (2000 – 2001): IATA (Diploma from Sky ways college Kottayam, Kerala, INDIA)  -) : BA (Bachelor Of ARTS) St Gregarious College Kottarakara, Kerala, INDIA.  -) : University of Kerala 10th Board Mount Tabour School Pathanapuram , Kerala INDIA WORK EXPERIENCE 1. CONTACT PHONE: -  EMAIL:- Enlite Holidays: -)  Real Time Travel Solutions: (2016 – 2021)  Destinations of the World. -)  Marvel Tours India PVT LTD. -)  Internight Holidays PVT LTD. -)  Abad Group of Hotels. -)  Qatar Airways Trivandrum Airport, Kerala India. (2004) Trainee Assisting the team in making tailormade packages according to client’s interest, negotiating rates and following up on new promotions for the upcoming season for a better productivity. Negotiating for waivers. Assisting colleagues in managing day today booking related issues 2. REAL TIME TRAVEL SOLUTIONS (RTS.NET) (Operations Manager – GCC & MEA- Jan .  Managing Over all Operations related matters, supervise and train the newcomers with key emphasis on productivity, accuracy and quality across a diverse range of Operational duties (Hotel Reservations, Loss prevention, Fulfilment) Sourcing products and destinations to meet consumer demands for bespoke travel and sustainable tourism, monitor all operational functions as per requirement and handle all customer complaints and resolve any product related queries. Prepare weekly reports as per management requirements. COMPANIES WORKED WITH  Enlite Holidays DMCC -Assistant Manager Operations– Operations 2021 Jan – 2021 Dec.  3. DESTINATIONS OF THE WORLD – DUBAI UAE- Operations Supervisor -GCC & MEA Year-.    Taking leadership in assisting the team under my department in various situations. Follow up on On-request , Confirmed and cancelled bookings to clear the back logs on a day today basis. Handle all customer complaints and resolve any product related queries. Provide reports of pending booking issues. Call Centre Team Leader -Year-.  Being a team player while giving training and attending incoming calls from customers, respond to enquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. Call Centre Agent – Year 2007 – 2011.       Answer incoming calls and respond to customer’s emails Management and resolve customer complaints Provide product and service information to customers Route calls to appropriate resources Follow up customer calls where necessary Upsell products and services 4. MARVEL TOURS & TRAVELS – COCHIN INDIA - Reservations Consultant VISA & OTHERS    Visa: Currently under Visit Visa valid till May Driving License: Valid till 2023 Passport: Valid till Dec 2022 LANGUAGES KNOW    English: Read, Write, Speak Hindi: Speak, Read Write Tamil: Speak Only  Attending Calls from the customers as well as suppliers,   Handled all inbound tours operations, preparing tailor made itineraries. Reconfirmations of services of each client 24 Hrs. prior to their travel dates, ability to handle VVIP requests including last minute requests and delivering the most personalized service. Ensure all transactions are charged and that open transactions are investigated and processed in a timely manner. Provide and maintain a safe working environment.  5. INTERSIGHT HOLIDAYS – COCHIN: Guest Relation Executive  HOBBIES    Travelling Home make over Crafting & Painting -    6. Develop and maintain healthy professional business relationships with Clients and to assist the Sales/Operation Manager in updating with client’s feedback. To provide feedback from passengers on products/services on the Tours offered along with suggestions for improving the same. Building leisure travel business through development and implementation of travel trade Sales programs. Based on the customers pre-planned trip, arrange for transfer, liaise with the Tour Bus Driver and Team Leader to ensure that the guests are escorted to their respective pre -arranged programs. ABAD GROUP OF HOTELS – COCHIN:- Guest Relation Executive   Maintain close contact with customers related issues. Liaise with front office Team & service team to ensure the customer’s requirements are met and the product are delivered on the time andto specification. 7. QATAR AIRWAYS AIRPORT: 2004 (Trainee) Passenger Handling Trainee     Ground handling the passengers at the airport Assisting the passengers through the right channel for immigration and customs clearance Providing necessary assistance for UNACCOMPNIED Minors Counting the daily batch close and dispatching to the head office.