Swati Kalani

Experience

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  WNS

  Oct 2002 - Apr 2004

  Customer Service Associate

  • Worked on various processes effectively and efficiently• Ensured quality and quantity targets are met and work is actioned as per ISO 9001:2000• Performed quality checks on daily work actioned by staff and prepared project reports• Handled the daily schedule during the shift, and lead the team in the absence of team leader• Trained new staff on team projects

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  Tata Consultancy Services

  Jul 2004 - May 2006

  Process Trainer/ Sr.Process Associate

  • Worked on the in-house system for Thomas Cook (UK)• Corresponded with clients via email and verified passenger’s holidays details• Handled staff queries• Trained new employees with policies and procedures

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  Cleartrip.com

  Nov 2006 - Jun 2010

  Assistant Manager

  • Managed a team of 50+ customer service professionals from various departments viz. e-Care, Operations, and Failed Bookings team• Managed day-to-day planning, operations and work closely with different departments • Handled escalations as needed and provided staff support• Drove employee development through coaching and performance management• Managed quality of calls through weekly interventions to ensure turnaround times are maintained• Facilitate team meetings and create monthly schedules and goals• Recruited new hires and a process trainer Show less

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  LoyaltyOne

  Jun 2016 - Nov 2016

  Travel Specialist

  • Worked as a front line customer service agent and was upgraded to second line• Handled incoming calls and assisted collectors of Air Miles cards• Informed and helped customers on travel points and rewards and assisted with web portal navigations of the company website• Organized appointments for customers booking a vacation trip using Microsoft Outlook• Part of the organization’s Package Vacations & Cruises triage team• Booked Tropical Cruise for Air Miles Collectors using Sabre• Assisted new employees on the floor (peer support)• Assisted team members in pre-qualifying escalations and directing it to the concerned department for necessary action/resolution Show less

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  MakeMyTrip

  Jun 2017 - Jun 2018

  Holiday Expert

  • Contributed to highly efficient and pleasant travel experiences for customers by building rapport with customers, determining their travel needs and making sound recommendations• Designed and presented tailored travel itineraries to meet customer requirements while focusing time and effort to increase sales and profitability; processed sales transactions and managed changes and cancellations to meet customer evolving demands• Answered questions and addressed customers' concerns in both the written and spoken word as an expert professional communicator with keen attention to customer preferences• Researching and recommending customers on various cruise options and selling to maximize profits Show less

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  LoyaltyOne

  Sept 2018 - Mar 2019

  Customer Service Ambassador

  • Assisted clients with travel reservations, hotels and car rentals – using industry standard software systems• Planned and prepared itineraries, quoted and billed collectors cost of reservations and changes• Recommended and assisted with selling of different insurance plans• Serviced collectors via calls and live chat by resolving their queries while providing outstanding customer service.• Informed and helped customers on travel miles and rewards• Handle escalations by strongly practicing FCR (first call resolution)• Documented calls and chat using different CRM tools Show less

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  Travel Nation Canada

  Jul 2019 - Feb 2020

  Air Sales Agent

  • Built air itineraries (primarily for US-based customers), with pricing options using company’s proprietary booking platform• Managed and supported online bookings, multiple queues and inboxes using various CRM tools• Processed confirmations and managed schedule changes submitted by airlines ensuring there is no disruption to client’s tour itinerary• Utilized excellent customer service skills to resolve any issues that surfaced with customer’s air travel arrangements

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  Ricoh Canada Inc.

  Mar 2021 - Jun 2021

  Customer Service Representative

  • Actively responded to calls and inquiries in a high-volume inbound call center environment to schedule Covid-19 vaccine appointments for Ontario’s provincial booking system • Verified caller’s information with multi-level authentication and ensured all the details are kept confidential• Resolved caller’s concerns with empathy and offered guidance, accurate information and alternate solutions• Highlighted caller concerns to the Escalation Team for faster resolution• Adapted quickly to constantly changing work environment and technology provided Show less

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  American Express Global Business Travel

  Sept 2021 - now

  Corporate Travel Counselor

  • Act as a travel advisor and consultant to multiple North American accounts and address all travel requirements, utilizing Sabre booking platform• Provide consultative advice, solutions and recommendations, whilst ensuring adherence to the customers agreed travel policy and requirements, on a first call resolution basis• Operate in a multi-channel servicing environment and accountable to key performance indicators such as customer satisfaction (CSAT), key productivity metrics (call adherence and call service metrics)• Deliver expectations on individual/shared team goals and support all business Key Performance Indicators• Follow internal compliance and regulatory requirements to ensure all customer interactions are accurate• Act as a travel advisor and consultant to multiple North American accounts and address all travel requirements, utilizing Sabre booking platform• Provide consultative advice, solutions and recommendations, whilst ensuring adherence to the customers agreed travel policy and requirements, on a first call resolution basis• Operate in a multi-channel servicing environment and accountable to key performance indicators such as customer satisfaction (CSAT), key productivity metrics (call adherence and call service metrics)• Deliver expectations on individual/shared team goals and support all business Key Performance Indicators• Follow internal compliance and regulatory requirements to ensure all customer interactions are accurate Show less