Jethin Jose

Experience

• 

  Hotel Lemon Tree

  Oct 2010 - Mar 2011

  Front office Trainee

  Handling Check-in & Check-out, C-form, Bell desk, Back office works, Front office Inventory, Cash Handover .Attending Guest for services.

• 

  Hotel Joys Palace

  Jun 2013 - Jan 2014

  Front office Supervisor

  Supervise Reception & Travel desk.Allotment of Rooms for guest arrivals of the day.Training fresher candidates.Managing Check-in & Check-out.Taking Reservation & handling mails.

• 

  SAP Concur

  Jun 2014 - Jul 2015

  Officer Process 1

  Responsible for Ticketing PNRs which has been created through American Airlines website Responsible for processing Exchanges, Refunds, Revalidations & Rejects for American Airline customers.Handling outbound calls (credit card verification with Banks)

• 

  WNS

  Sept 2015 - Jul 2023

  CORE DUTIES & RESPONSIBILITIES:• Build queries using Nexidia tool using speech analytics to identify issues impacting business and develop solutions to resolve.• Identify, Analyse and resolve agent errors.• Identify Retail Loss Analysis and create metrics/reports on the same.• Determine the losses occured due to Airline Debit Memo.• Handle escalations from customers and client.• Proactively identify ways to improve process and techniques• Brainstorm and train agents for process improvement.SKILLSET:• Team management• Proficient in Sabre and Amadeus - GDS• Retail Loss Analysis• Training Show less

  • Assistant Manager - Quality

    Apr 2019 - Jul 2023

  • Lead Quality Analyst

    Jan 2017 - Mar 2019

  • Senior Associate

    Sept 2015 - Dec 2016