Reema Ratra

Experience

• 

  Cambata Aviation Pvt Ltd

  Mar 2008 - Nov 2012

  Customer Service Supervisor

  • Worked as a ground handling agent for Cathay Pacific Airways at the Indira Gandhi International Airport.• Handling all the flight operations arrivals as well as departure functions.• Handling arrivals functions as Arrival Coordinator.• Handling departure flight functions as a Flight Controller.• Check in, handling passenger’s queries and assisting them through immigration, customs and security.• Manual flight handling, boarding gate functions.• Supervising overall counter and boarding gate functions. Show less

• 

  InterGlobe Technologies

  Dec 2012 - Nov 2014

  Senior Process Associate

  Handling passenger's complaints and general queries via email and resolving their complaints. Also, contacting the guests to resolve their complaints. Worked for Expedia UK and Ireland.

• 

  Expedia Group

  Sept 2015 - now

  • Support organizational strategy, focus & direction, and leading a culture of continuous improvement.• Contribute to the organizational strategy and focus for the team(s) ensuring timely and accurate processing of all offline work queues• Support and monitor KPIs and reporting tools to measure operational effectiveness.• Consistently meet or exceed KPIs established for the team, ensuring consistent delivery against quality and productivity standards • Drives a culture of compliance, root cause analysis and continuous improvement• Ensure issues are escalated, tools and resources are made available; removing barriers and obstacles preventing agents from successfully completing their work assignments; escalating to vendors and suppliers to bring satisfactory resolution to system (technology or human) failures• Maintain balance between big picture and moving individual issues to conclusion.• Drives effective decisions within his/her authority supporting Expedia customers and suppliers, escalate as necessary.• Exercises good judgment in decision-making on behalf of customer and supplier relationship management• Maintain and promote excellent client relations by managing a prompt and accurate response to email and phone communications.• Be highly effective in managing multiple projects simultaneously.• A problem-solver who can make independent decisions, be able to actively listen, and communicate clearly and concisely. Show less • Manage new hotel acquisition and onboarding contract administration including contract checklist and management.• Collaborate with market management teams and other internal teams to respond critical & complex hotel partner issues.• Respond to inquiries or requests in inventory management, rates, and content on our live website.• Providing partners self-service support, training, and maintenance by educating the relating functions of the software.• Manage financial transaction support (disputes, questions, etc.) to partners across multiple account models.• Promote excellent partner relations by managing accurate responses with a positive attitude and service behavior. • Building and handling new and/or updating existing room type and rate plan, rate plan linkage, rate acquisition, pricing model changes, promotions, and rate rules.• Helping our hotel partners to deactivate their hotels from Expedia. • Worked as an SME to help improve team performance and perform quality checks.• Promote excellent partner relations with a positive attitude and service-oriented behavior.• Impart training to new joiners / refreshers for existing team members across APAC on the product that we work on. Show less

  • Supervisor

    Feb 2024 - now

  • Market Operations

    Sept 2015 - now