12+ Years of Service Industry Experience
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Leader in International Travel and Hospitality industry followed by a robust career in Customer Service and Sales in Canadian Retail and Telecommunication Industry. Looking for career opportunities
ROGERS COMMUNICATIONS INC, Toronto WFH - Business
Feb 2018 – Oct 2023
● Enhance client experience + Retain business + Cross-selling products +
Upselling packages + following up on leads (internet, cable, wireless,
Unison, Office 365, etc.) in a fast-paced, inbound contact centre / sales environment.
Proficient in the use of Excel, PowerPoint, Salesforce, Vision 21, SGI,
Maestro, OASys, etc.
● Leadership and Teamwork - Revenue Prime for my team – providing resources, coaching and sharing techniques to motivate team of 14
agents to improve performance.
● Projects -Successfully completed 2 projects for training new employees in 2021.
Conducted User Acceptance Testing on Rogers Direct Lite and prepared an in-depth report highlighting the critical points for improvement which was highly appreciated.
● Competitive Analysis - Keeping up to date with market trends and competitor product knowledge to provide an edge to elevate the value of products.
Maintain Excel sheets to reference call drivers, client expectations,
concerns and system shortcomings to improve best practices.
Skylon Tower, Niagara Falls — Sales Supervisor
Sep 2015 – Jan 2018
● Improved product selling strategies scrutinizing buying patterns of tourists in a retail setting.
● Developed professional photography and Adobe Photoshop skills
● Trained and supervised new employee performance to ensure targets are met.
Thomas Cook India Ltd, Mumbai, India — Manager
Jun 2012 - May 2015
Content Advisor – Marketing (Jan 2015 - May 2015)
● Liaised between operational teams and ad-agencies to develop artworks for the brochures and other print ads negotiated with vendors for quality, cost & time efficient deliveries
● Coordinated with & E-commerce team to have preferred content promoted on the web portal.
● Delivered presentations to showcase product USPs for brochures and portal and attended tourism board meetings with presenters from across the world.
Manager - Leisure Travel Europe Group Tours. (Jun 2012 - Dec 2014)
● Monitored on route groups in Europe, improvised itineraries and took prompt decisions to confine tour hitches such as coach breakdowns,
flight delays, closures, etc.
● Prepared web version of the itineraries for the reservation systems and for the official portal.
● Effectively lead a team and trained new employees.
● Carried out market research to understand travel trends and explore new attractions to improve itineraries.
● Coordinated with airlines and suppliers for hotels, transfers and meals bookings.
Niagara College, Niagara Falls — Post Graduate
Sep 2015 - Apr 2017
● Certificate in International Business Management
● Certificate in Hospitality & Tourism Management
Institute Of Hotel Management and Catering Technology,
Mumbai, India —Bachelor's Degree
Jun 2009 - Apr 2012
● Bachelor’s degree in Hospitality & Tourism Management & Culinary
Science.
