Full tenure: January 2008 to January 2010
Dublin Airport, Co. Dublin, Ireland
RESPONSABILITIES
Handling telephone bookings and trouble shooting on behalf of Aer Lingus.
Identifying consumer needs and provide prompt resolution to queries.
Solving emergency and technical situations related to the reservation systems.
Advising passengers accurately of cancellation and schedule changes.
Up-Selling travel insurance, hotel, car hire and follow up when necessary.
Responding to requests for quotations using travel automated reservations systems (Astral, Sabre, Amedeus, Worldspan, Gallileo…).
Maintaining and developing a Search Engine Optimisation strategy through reports and legal documentation regarding new policies and applying to website.
ACHIEVEMENTS
Exceptional Customer Service
- Delivered exceptional service under pressure during peak hours or difficult situations, such as flight delays or cancellations. - Handled sensitive client information responsibly, ensuring privacy and confidentiality at all times. - Demonstrated strong communication skills when assisting passengers with special needs, ensuring a comfortable travel experience for all.
Process Improvement and Efficiency
- Streamlined reservation processes for quicker response times and improved customer experiences. - Managed multiple phone lines and prioritized tasks effectively, resulting in efficient handling of high call volumes without sacrificing service quality. - Enhanced customer satisfaction by efficiently processing airline reservations and ticket purchases.
Revenue Growth
- Contributed to increased company revenue by upselling additional travel services, such as hotel bookings and car rentals. - Identified opportunities for discounts or promotions during the booking process, reducing company costs. - Suggested various packages and amenities to guests, helping each find perfect accommodations to fit their needs.
Collaboration and Teamwork
- Collaborated with other departments to ensure seamless travel arrangements, coordinating flights with ground transportation services. - Contributed to a positive work environment through collaboration with colleagues and adherence to company policies and procedures. - Worked closely with the front desk to achieve full occupancy of the property.
Adaptability and Technical Skills
- Demonstrated adaptability by seamlessly transitioning between different software systems and airline-specific reservation platforms. - Maintained high levels of accuracy in data entry, ensuring all reservation details were correct and up-to-date.
Client Relationship Management
- Built strong relationships with clients through attentive listening and personalized recommendations, increasing repeat business. - Provided thorough guidance on travel-related matters, such as passport requirements and luggage restrictions, enabling passengers to adequately prepare for their flights.
Proactive Problem Solving
- Proactively identified potential issues before they escalated by monitoring flight statuses closely, leading to smoother customer experiences. - Investigated and identified alternative accommodation solutions for customers, providing superior customer service.
Marketing and Promotions
- Assisted in the development of marketing materials and promotions to boost company visibility and attract new customers. - Played a key role in maintaining high levels of customer satisfaction, receiving consistently positive feedback from clients.
Training and Development
- Participated in ongoing training programs to stay current on industry trends and best practices, ultimately providing better service to customers. - Provided follow-through on all calls with confirmations and dissemination of requested information.
Operational Excellence
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities. - Generated and reported performance metrics to management, informing decision-making. - Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
ABOUT AER LINGUS
Our primary mission is to connect Ireland with the world. We do this using a fleet of 50 aircraft serving up to 90 international routes with an additional 20 routes served by franchise operations and circa 77 additional destinations via codeshare agreements. In 2014, we carried over 11 million passengers through mainline and franchise operations.
We also provide cargo transportation services between Ireland and the UK, Continental Europe and the USA.
We are committed to serving airports located at convenient, central locations which enhance connectivity for our guests.
Speciality: Travel - Airline
Site web - http://www.aerlingus.com
Sector: Airline/Aviation
Headquarters: Dublin Airport, Ireland
Created in 1936