Neeraj Sohpaul

Multilingual dynamic and customer-focused professional with 19+ years of experience in the travel and customer service industries. TICO certified with a proven expertise in delivering exceptional service, resolving complex issues, and ensuring client satisfaction in fast-paced environments. Adept at using advanced booking and reservation systems, with a strong track record of meeting sales targets and enhancing operational efficiency.

Possesses excellent communication, organizational, and leadership skills, with a keen ability to adapt to new challenges and learn new systems quickly. Dedicated to providing top-tier service and creating memorable travel experiences for clients.

Senior Travel Consultant and Administrator - Mann Travel and Tours - Brampton, ON

(2020-02)

• Deliver services to customers with special needs, ensuring their travel experiences are seamless and enjoyable.
• Accurately enter and maintain client data in software systems, ensuring up-to-date records.
• Oversee financial record-keeping with precision and attention to detail.
• Consistently achieve and surpass profit and sales targets through strategic planning and customer engagement.
• Provide expert advice on travel arrangements, including visa and passport requirements.
• Keep clients informed of any changes to their travel plans, maintaining high levels of communication.
• Resolve client complaints and refund issues promptly, ensuring customer satisfaction.
• Arrange comprehensive travel packages, including flights, insurance, and accommodation.
• Train and mentor new staff, fostering a collaborative and efficient team environment.
• Conduct detailed consultations with customers to determine their travel needs, preferences, and budget considerations.

Customer Service Operations - Tour East Holidays - AIR department - North York, ON

(2018-05 - 2020-02)

• Consistently met/exceeded profit and sales targets through proactive customer service and efficient operations.
• Provided professional, courteous, and prompt phone support, enhancing the customer experience.
• Effectively responded to agent inquiries via email, phone, and online tools, ensuring timely resolution.
• Managed payment collection, ticketing, and refunds with accuracy and efficiency.
• Advised agents on schedule changes, ensuring they were well-informed and could assist their clients accordingly.
• Quickly resolved agent complaints and refund issues, maintaining high levels of agent satisfaction.
• Maintained meticulous financial records, contributing to the department's financial accuracy.

Customer Service Agent - Swissport - Pearson International Airport - Toronto, ON

(2015-01 - 2018-09)

• Delivered outstanding customer service to passengers and airline representatives, enhancing travel experience.
• Assisted elderly and disabled passengers throughout the airport, ensuring their comfort and safety.
• Safely transported passengers using wheelchairs to and from aircraft, ensuring smooth and respectful assistance.
• Complied with all passenger and security regulations, maintaining a secure and efficient environment.
• Performed additional tasks as assigned by supervisors, demonstrating flexibility and teamwork.

Check-in Agent (Casual) - Etihad Airways - Pearson International Airport - Toronto, ON

(2016-02 - 2018-05)

• Warmly welcomed passengers at the terminal counter, providing a positive first impression.
• Verified passenger information with precision, ensuring accuracy and compliance with airline regulations.
• Guided passengers through self-check-in systems, enhancing their convenience and travel experience.
• Educated passengers on airport security protocols and luggage allowances, ensuring smooth processing.
• Ensured compliance with border regulations for visas and luggage, preventing delays and issues.
• Issued boarding passes after thorough verification, ensuring seamless boarding processes.
• Accurately weighed and assessed luggage, ensuring adherence to airline rules.
• Provided hand luggage tags and demonstrated proper use, ensuring clarity and compliance.
• Assisted passengers with lost luggage, providing timely and empathetic support.
• Proactively searched for seat availability for immediate travel requests, accommodating passenger needs.
• Tagged and handled special luggage instructions with care, ensuring proper treatment of fragile items.
• Assisted passengers with alternate flight options, striving to meet their travel needs.
• Secured unsealed packages or unlocked bags in plastic wrap, ensuring safety and compliance.

Ticketing/Customer Care & Quality Assurance Administrator - Merit Loyalty Group - CIBC - Mississauga, ON

• Consistently met/exceeded profit and sales targets through proactive customer service and efficient operations.
• Provided professional, courteous, and prompt phone support, enhancing the customer experience.
• Effectively responded to agent inquiries via email, phone, and online tools, ensuring timely resolution.
• Managed payment collection, ticketing, and refunds with accuracy and efficiency.
• Advised agents on schedule changes, ensuring they were well-informed and could assist their clients accordingly.
• Quickly resolved agent complaints and refund issues, maintaining high levels of agent satisfaction.
• Maintained meticulous financial records, contributing to the department's financial accuracy.

Diploma - Travel and Tourism - International Institute of Travel

B.A - Ramgarhia Girls College, Ludhiana, Panjab University