Poornima Madan

Experience

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  Adventity Global Services Pvt. Ltd.

  Jan 2008 - Dec 2008

  Contact Centre Executive

  • Experience in booking international and domestic packages, as well as flights. • Proficient in handling both inbound and outbound calls and addressing customer queries with first resolutions. • Skilled at converting potential leads into bookings by offering fare quotations and customized package bookings.

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  InterGlobe Technology Quotient | Travelport Official Partner

  Jun 2009 - Sept 2011

  Quality Control Evaluator

  • Managed transactions, analyzed complaints, reported, coached, and conducted quality sessions. • Provide briefings, create PNRs, cancel, modify, and check them using Telecheck. • Handled passenger queries, fare quotations, and seat assignments. • Worked with IBM and SITA systems.

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  Tata Consultancy Services

  Sept 2011 - Nov 2012

  Process Associate

  • Involves in analyzing various data requirements and creating reports to present to clients.• Encompasses conducting audits of fares and setting them to be priced automatically in CRS.• Participate in filling out fares at ATPCO. • Filling Corporate, Non-Corporate, Structure, and Campaign fares on the ATPCO system. • Monitor starting Fares, Quality checks of the fares on the GDS systems Amadeus, Worldspan, and Galileo.

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  Thomas Cook India Limited

  Apr 2013 - Apr 2017

  Quality Analyst

  • Experience in providing travel desk services, which includes handling international and domestic bookings for flights, hotels, sightseeing, car rentals, transportation services, and travel agents according to client requirements. • Performed PNR audits for corporate clients such as TCS, Reliance, Genpact, and Godrej. • Capable of creating and uploading traveler profiles into the system. • Familiar with utilizing the Low Fare Search (LFS) tool for generating reports and mappings. • Tracked and checked airline cut and pay deals on PNRs, specifically for airlines like AF/KL/DL/QR/TG/BA/EK.• Prepared reports for corporate clients such as ICICI, Godrej, OBT, and MIS reports daily, weekly, and monthly. • Knowledge in providing client reports and feedback sessions. Show less

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  WNS Global Services Pvt Ltd

  Feb 2019 - now

  Expedia (ADM Analyst)

  • Accomplished in analyzing airline debit memos and serving as an Expedia ADM analyst, specifically for agency debit memos. • Conduct research on these debit memos, including those with airline disputes and GDS disputes. • Familiar with working on both ARC and BSP links and performing ADM research on debit memos with payment and dispute issues. • Experience in audit research, including sales and exchange, refund audit research, and experience audit research for EMEA/AMER/APAC point of sale. • efficient knowledge and experience using Amadeus and Sabre systems. • Ensure all ADMs are researched per the company's SLAs and have experience conducting ADM research for corporate clients. • Coordinate with clients through emails to address queries and requirements. Show less

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  WNS

  Feb 2019 - now

  Senior Associate

  • Experience in handling passenger queries from all over the world through emails and calls. • Expertise includes rebooking, cancellation, modifications, seat booking, and baggage inquiries. • Worked with various online travel agencies under Etraveli, such as Booking.com, Flightnetwork, Gotogate, My Trip, Tripstack, Kayak, Pytons, Travelfusion, and Seat24. • Knowledgeable in open ticket and voucher handling and taking payments through payment links and IVR systems. • Skilled in fare calculation, both manual and with fare difference consideration. • Accomplished of purging PNR rebooking, making LCC bookings, and managing refunds and escalations. • Working on emails often involves multitasking. • Make sure to include children and infants in your booking• Booking name changes and corrections as per airline policies.• Experience in working with Sabre, Amadeus, Farelogix and IAG bookings. Show less