Harshini Balaji
Pickering,ON
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Business Executive
BoHapus FZ LLC
11.2017 - 11.2020
- BoHapus is an organization that supports the requirements of the hospitality and travel industry
- It has international operations catering mainly in the Asia-Pacific region
- Reporting to the Director Operations, provide support to business teams coordinating with IT Development and operations teams
- Key responsibilities include: - Liaise between the business and the technical teams translating business and user needs into technical requirements
- Determine scope and prepare requirement documents for projects to ensure scope and business requirements are understood and acceptable to stakeholders
- Document clear and understandable functional specifications and interfaces
- Carry out the functional walk-through of the requirements with the Development team
- Coordinate with project teams from building phase to delivery to ensure the compliance of the functionality requirements and participate in acceptance tests
- Coordinate with IT team for integration of APIs from solution and service providers
- Facilitates scoping and business priority-setting for change initiatives
- Single point of contact for Payment Gateway, Channel Manager, Booking Engine solution and service providers
- Represent the organization in liaising with the local authorities, handling contracts with B2B partners and agreements with solution providers.
Customer Relations Executive
Satguru Travels and Tourism
09.2015 - 10.2017
- Responsible to deal with assigned business partners, maintain the highest levels of service, and deliver an exceptional customer experience at all times
- Coordinate with external organisations and collaborate with the internal teams and to address their business requirements in an efficient, professional and confident manner achieving organisational goals
- Handle customer relations according to company procedure, with the aim of resolving any arising issues to the satisfaction of all parties whenever possible, with a strong focus on customer retention
- Key responsibilities include: - Work closely with Airline business partners, identify revenue sources, prepare business promotion requirements in coordination with strategy team, track and report the performance
- Monitor performance and KPI's of different verticals and present detailed weekly report to management team
- Work with International Sales teams, collect the new requirements on inbound tours, coordinate with packages team and provide suitable solution
- Responsible for customer complaints, assign, track, resolve and escalate when necessary
- Liaising with the customers and promoting the new services, ensure the outstanding payments are collected within the agreed time frame.
Intern in Customer Relations
Transcend Project Solutions FZE
06.2015 - 08.2015
- As an intern in the Customer relations team, I acquired knowledge in the Consulting and Training industry
- My responsibilities were: - Coordinate with assigned customer’s representative in obtaining their training requirements
- Prepare and document procedures for training candidates
- Work closely with technical support staff at the training venue to help ensure classrooms have the required technical capabilities for all training events (e.g
- Laptops, projector, audio visual, specific software, etc.)
- Ordering, collecting and distributing training material and shipments
- Compiling and reporting results of evaluation, and maintain records.
Intern in Performance Development Department – Operations Team
Emirates Airlines
11.2014 - 05.2015
- My internship with Emirates Airline has helped me develop foundational business knowledge of the aviation industry and gain experience before embarking on a full-fledged career
- My placement in the Performance Development department provided me the opportunity to focus on operational projects and develop new set of skills such as: Process mapping (including mind mapping)
- Research and analytics
- Project Management skills
- Data Modelling
- Developing reports and presenting the findings to Senior Management
- Work in a collaborative and cooperative environment
- Identification of non-value-added processes and activities.
Education
BA (Hons) Business Management -
Middlesex University
Skills
- Microsoft Office- Word, PowerPoint, Excel
- Customer Service
- Client Relations
- Problem Solving
- Customer Support
- Customer Service Management
- Interpersonal Skills
- Excellent Communication
- Detail Oriented
- Relationship Building
- Active Listening
Certification
- Prince2 Practitioner level certified from AXELOS, UK.
- Management of Risk – M_o_R Foundation level certified from AXELOS, UK.
- Certificate of Participation in 2nd Middlesex Business Case Study Competition 2013.
Personal Information
- Visa Status: Canadian PR
- Date of Birth: 11/17/93
- Nationality: Indian
References
- Ms. Heba Maged, Performance Development Manager, Emirates Airlines, heba.maged@emirates.com, 050 436 0400
- Mr. Jood Fernando, Commercial Director, Satguru Travel & Tourism, jvr.fernando@satgurutravel.com
Languages
English
Native or Bilingual
Tamil
Professional Working
French
Limited Working
Timeline
Business Executive
BoHapus FZ LLC
11.2017 - 11.2020
Customer Relations Executive
Satguru Travels and Tourism
09.2015 - 10.2017
Intern in Customer Relations
Transcend Project Solutions FZE
06.2015 - 08.2015
Intern in Performance Development Department – Operations Team
Emirates Airlines
11.2014 - 05.2015
BA (Hons) Business Management -
Middlesex University
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