Experience

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  Hopper

  • Canada
  • Technology, Information and Internet
  • 700 & Above Employee

  • Air Ticketing Operation Specialist B2B

    • Jul 2021 - Present

  • Traveller Experience Supervisor

    • Nov 2020 - Present

  • Air Ticketing Specialist

    • Jul 2018 - Present

  • Ticketing Agent

    • Jul 2018 - Present

  • Senior Ticketing Agent

    • Jul 2018 - Nov 2020

• 

  Redtag Vacations

  • Mississauga, Ontario

  • Lead Air Specialist

    • Jan 2016 - Present
    • Mississauga, Ontario

    As a Lead Air Ticketing Specialist for all brands ( Redtag.ca, Belair Travel, ITravel2000.com and Last minute Club) I am responsible for working with the Travel Manager to ensure that the responsibilities of the Air Desk department are performed completely and accurately. PRINCIPAL RESPONSIBILITIES AND DUTIES: • Answering phone calls in regards to air travel issues, responding to e-mails from online agents about bookings failed or fare discrepancies. • Working all schedule changes, and special needs requests and queues. • Performing ticketing activities such as ticket issuance, changes, refund, exchanges and queue management. • Researching air schedules for Management, group department and employees. • Take on additional projects as needed.

• 

  TravelBrands Inc.

  • Canada
  • Travel Arrangements
  • 100 - 200 Employee

  • Call Centre Support Manager

    • Sep 2006 - Present

  • Retail Call Centre Support Manager

    • Sep 2007 - Dec 2015

    Retail Customer Service Supervisor - Oversee the day to day operations of our National Retail Call Centre which comprises of multiple business brands: SearsTravel.ca BelairTravel.ca, Last Minute Club and The Wholesale Travel Group. Where I am performing all duties commensurate to Customer service issues, Online reservation and ticketing supervision and other assigned duties such as:1. Resolve customer service issues. 1.1.1 Handling client’s complains and customer service issues in timely, courteous s and professional manner1.2 Identifying and resolving challenges on web bookings as required1.2.1 Screening and quality check of all web bookings1.3 Identifying process and sales improvement opportunities1.3.1 Managing and recording service calls escalated to the supervisors desk- identify problems with sales staff1.4 Follow up on accounting issues brought to GM’s attention from the head office1.5 Notification and follow up with agents with files in Sales Centre that need to be reported 2. Call Centre Team Management2.1 Sales staff schedules and Dayforce posting2.2 Approval and tracking of staff vacation dates, sick/bereavement days/vacation pay requests2.3 Communication and update of sales related materials to be sent to home based and outside sales agents2.4 Employee census data updated2.5 Proper Payroll modifications sent to Head office2.6 Conduct monthly employee performance meetings to build upon proper sales procedures, review2.7 Modify employee hours in Dayforce to ensure proper payroll records are maintained and biweekly and monthly deadlines are met. 2.8 Monitor and manage weekly/monthly ACD call activity by skillsets and agent performance2.8.1 Monthly sales analysis of agent KPI’s to ensure they are within company guidelines and sales target 2.9 Provide coaching, monitoring and consultation to staff to enhance staff development

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  Bel Air Travel

  • Toronto, Canada Area

  • Senior Sales Executive

    • Sep 1998 - Aug 2006
    • Toronto, Canada Area

    Senior Sales Executive - Under the Bel Air Travel a retail call centre of Thomas Cook Canada; Performing all duties commensurate to corporate and leisure travels, holiday packages, dealing with worldwide tours operators, cruise lines, flight, car rentals and rail reservations, group bookings, seminar arrangements. I was one of the top sellers with annual sale over $1.4 million in each fiscal year.

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  Travel Discount Centre

  • Toronto, Canada Area

  • Sales Manager

    • Mar 1998 - Sep 1998
    • Toronto, Canada Area

    Sales Manager –Maintaining sales target, conducting monthly sales meetings, developing enthusiasm in staff concerning profitability, setting up new promotions and offers to the customer to increase the sales.

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  Mohammad Al Mojil Group

  • Al Khobar, Saudi Arabia

  • Sales Supervisor

    • Oct 1990 - Dec 1997
    • Al Khobar, Saudi Arabia

    Sales Supervisor – Assisting Manager and reporting all office routine related day-to-day activities operations, conducting weekly product knowledge staff meetings, developing enthusiasm in staff concerning profitability, decisiveness mental alertness.Governing profit, setting up office policies, control systems, recruitment, keeping a close eye on ageing analysis of accounts receivables. Met with counterparts of airline industry, travel trade, tour operators, hoteliers and corporate accounts cracking deals for mutual benefits and earned commendable reputation

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  Thai Airways International

  • Alkhobar, Saudi Arabia

  • Reservation and Ticketing Agent

    • Jul 1988 - Oct 1990
    • Alkhobar, Saudi Arabia

    Reservation and Ticketing Agent – Worked as reservation and Ticketing agent where my duties were, Flight reservation, Royal Orchid Holidays reservation, Ticket issuance, PTAs, Incentive proration, Determination of Air Tariff refunds.

• 

  Khamisani Sons Friendly Travel Services

  • Karachi, Pakistan

  • Sales Executive

    • Dec 1984 - Jun 1988
    • Karachi, Pakistan

    Sales Executive – Matching travel products to client’s needs, preparation of all incentive prorating, manual fare construction, preparation of daily sales reports.