Roshan Elvis
Edmonton,AB
Summary
Knowledgeable and dedicated professional with extensive experience in the Customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Senior Assistant, Customer Support
AJIO.com
07.2019 - 12.2023
- Collaborated with team members to identify areas for improvement and implement new support strategies.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Achieved higher issue resolution rates by developing comprehensive troubleshooting guides for common problems encountered by customers.
- Contributed to a positive work environment through effective communication and teamwork.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Cross-trained and backed up other customer service managers.
- Exceeded performance metrics through diligent attention to detail and proactive problem-solving skills.
Consultant
LACE ACADEMY
06.2017 - 05.2019
- Provide accurate and relevant information to the students
- Handle students emails as per established procedures
- Greet and assist students efficiently, courteously and professionally and standards of service.
- Liaised with the management to better understand the student needs and recommend appropriate solutions.
- Devised and implemented processes and procedures to streamline operations.
- Implemented best practices to optimize students' organizational performance, leading to improved operational efficiency.
Senior Travel Consultant
Regency Travel and Tours
12.2010 - 05.2016
- Works on GDS system Amadeus
- Works at Qatar Telecom implant office (OOREDO), dealing with their corporate clients
- Managed travel for other top companies like Toyota, OHL, QAFAC, Larsen & Toubro, Tozzi Qatar etc
- Arrange tour packages around the world through various suppliers
- Other activities include selling Travel insurance, Cruises, International Driving License, Train tickets, Meet and greet service, Visas, Transfers etc.
- Provided customers with brochures and publications containing travel information such as local customs, points of interest and foreign country regulations.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
Senior Travel Officer
TRX Technologies India Pvt. Ltd
03.2009 - 09.2010
- Worked on Amadeus and Worldspan
- Worked for a UK process Expedia (www.expedia.co.uk) dealing with schedule change and cancellation of flights and also amend the hotel reservations if required
- Rebooks and reissue tickets for any flight cancellations or schedule change
- Calling up various airlines to get the particular cabin class seats for the passengers if it was not available in the flight availability
- Doing quality analyzing on calls of the other staffs.
Team Leader
Origin Call Center
06.2005 - 03.2009
- Worked for an Australian sales process (Wyndham Vacation Resorts Asia Pacific)
- Selling holiday packages over the phone to clients based in Australia and New Zealand
- Explain all the holiday destinations in detail, specially the beach areas in Australia along with the terms and conditions
- And finally convincing the client to book through and enjoy the discounts for longer stays and thereby assisting them to perfectly plan their vacation.
- Established clear communication channels that ensured the timely exchange of information to team members
- Conducted regular reviews of operations and identified areas for improvement.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Education
POST GRADUATION - MBA (HR)
Annamalai University
01.2012
GRADUATION - BA Literature in English
Annamalai University
01.2010
INTERMEDIATE - PUC
St. Mary's Higher Secondary School
Kerala, India01.2002
SCHOOLING - SSLC
Don Bosco High School
Kerala, India01.2000
Skills
- Completed IATA/UFTAA Foundation and EBT Course from Christ College, Bangalore in 2009
- Completed training on Amadeus Reservation System for reservation, pricing, issuance, reissuance of a ticket from TRX Technologies Pvt India Ltd, India in 2009
- Completed training on Sabre Reservation System for reservation, pricing, issuance, reissuance of a ticket from Sabre, Kuwait 2010
- Proficiency in MS Office applications ie Word and Excel
- Completed training on Galileo Reservation System for reservation, pricing, issuance and reissuance of a ticket from Regency travel and tours, Qatar 2014
- Problem Resolution
- Client Relationship Building
- Process Improvement
Languages
English
Hindi
Malayalam
Native or Bilingual
Tamil
Professional Working
Personal Information
- Passport Number: R 9 7 3 8 8 7 7
- Passport Date Of Issue: 02/23/18
- Passport Place Of Issue: COCHIN
- Father's Name: C.J. Davis
- Date of Birth: 07/17/84
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Extracurricular Activities
Awarded as one of the top 10 performers,
2012 Awarded Star Performer Expedia UK in TRX,
2010 Awarded Best Team Leader,
2008 Awarded Best Appointment Advisor,
2008 Awarded Best Performer,
2006 - 2007 Awarded 1st runner-up for the highest number of sales, 2006
Skills Acquired During Iata Course
- Travel Agency Operations
- Basic & Intermediate Fares and Ticketing
- Passenger Handling Skills
- Sales & Marketing
- Brief Information about Tourism
- Introduction to Commercial Aviation
- Customer handling
- Passenger air tariff
- Passenger Booking, Ticket & PTA Issuance
Hobbies and Interests
- Sports
- Music
Disclaimer
I consider myself familiar with the given aspects. I hereby declare that the information furnished above is true to the best of my knowledge.
Timeline
Senior Assistant, Customer Support
AJIO.com
07.2019 - 12.2023
Consultant
LACE ACADEMY
06.2017 - 05.2019
Senior Travel Consultant
Regency Travel and Tours
12.2010 - 05.2016
Senior Travel Officer
TRX Technologies India Pvt. Ltd
03.2009 - 09.2010
Team Leader
Origin Call Center
06.2005 - 03.2009
POST GRADUATION - MBA (HR)
Annamalai University
GRADUATION - BA Literature in English
Annamalai University
INTERMEDIATE - PUC
St. Mary's Higher Secondary School
SCHOOLING - SSLC
Don Bosco High School
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