Shariq Khan
Saint Catharines,ONTARIO
Summary
I am Currently enrolled in Masters of sustainable leisure Management Degree course, and completed a Post Graduate Diploma Travel Program and Leadership Management from Ealing Hammersmith College (London). Also successfully completed a BSc Degree Major in Applied Mathematics and Statistics. Backed by an extensive 14 years plus experience working in a Corporate Travel Management Co, with an aspiration to further grow my career in the leadership role within the same industry. A multilingual, quick learner with collaborative leadership skills, always dedicated to partnering with coworkers to promote engaged, empowering work culture.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Sr. VIP Travel Counselor
American Express GBT
12.2018 - Current
- Assisted on several major corporate, Government and Loyalty accounts in Canada and US
- Arranging routine and complex domestic and international business travel for Air, Car, Hotel, Chauffeur driven Car service, and Rail utilizing GDS (Sabre, Amadeus, Apollo)
- Handling multiple corporate accounts at a time on priorities simultaneously
- Assisting and mentoring new and existing colleagues with questions on processes, policies, and technical difficulties with multiples GDS.
- Working with Salesforce and outlook emails on regular basis
- Providing consultative multi-country/multi-carrier routings for best fares and preferred carrier usage to the Clients
- Fulfilling complex and unusual travel requests
- To Ensure consistently outstanding customer service while maintaining client confidentiality
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Building professional relationships at all levels and partnering with colleagues on interdepartmental responsibilities
- Call back to clients and update their profile
- Research and resolve client inquiries
- Action special client requests in accordance with travel policies and maintain excellent relationships with EAs and Clients
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Helped senior managers make effective decisions based on current and accurate reporting
Customer Care Manager
Sinomax USA
04.2021 - 04.2022
- Reporting to Director of Customer Care and ensure smooth daily operations
- Lead and supervise a team of 15-20 customer support agents with daily operational activities
- Monitor/manage social media (FB, Instagram) accounts, Sales Force, Agents internal Slack Chats
- Communicate with customers by telephone, Facebook Messenger, Instagram and SF emails
- Working with Logistic Department to complete customer orders on time and follow up with courier companies like UPS, Fedex to ensure on time deliveries
- Investigate and solve customers' problems, which may be complex or long-standing, that have been passed on by support agents
- Handle customer complaints or any major incidents, such as a lost/damaged package, missed deliveries, rerouting packages, customer double charged, approving special discounts based on Loyalty, Essential workers and filing claims with courier companies etc
- Dealing with Returns/Refunds/Exchanges/Warranties
- Keep accurate records of discussions or correspondence with customers on Excel Master List shared with management
- Develop feedback or complaints procedures for customers to use
- Improve customer service procedures, policies and standard responses with daily updates in confluence and Slack chats
- Weekly meeting with CEO and other directors to discuss possible improvements to customer service
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Created customer support strategies to increase customer retention.
Travel Manager
Flight Centre, Afterhours
10.2018 - 11.2018
- Gone through Training in Toronto also a familiarization Tour of FCTG family (didn't last longer due to operations shut down)
- Worked closely with top executives and assistants to meet compliance with strict business schedules.
- Prepared necessary travel documentation for national and international trips to diverse locations.
Sr. Corporate Travel advisor/Mentor
Vision Travel Solutions Co
12.2017 - 10.2018
- Working with a team of travel advisors handling elite corporate clients such as Directors & CEOs of IT organizations
- Booking and handling corporate online and off-line travel, experience with an online booking tool like Concur and Neo
- Training, Mentoring, and supervising new agents
- Problem solving, rerouting and ticket exchanges and working within a quality control system
- Dealing with concur issues, Airline Web bookings and with AC flight passes
- Booking Hotel and Car, Rail on GDS (Amadeus, Sabre)
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
Agent
Qualicum Beach Airport
09.2017 - 12.2017
- Worked at KD Airlines as a Reservation/Ticketing
- Front end check-in staff/Issuing Boarding pass
- Issuing tickets, doing refunds and re-issuing tickets
- Completing Pax manifest and Load control sheet for the flights
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
Travel Supervisor
Kapico Travels & Tourism Co
01.2015 - 07.2016
- Lead a small team 8-10 Corporate Travel counselors
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Developed process improvements and long-term business strategies through analysis of customer feedback.
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Helped customers with passport and visa applications.
Corporate/USARMY Operations Supervisor
Waseet Travel And Tourism Services
10.2012 - 12.2014
- Leading the team of 8 agents and handling multiple Small and medium corporate accounts.
- Complete travel arrangements for Corporate, Luxury travelers and individual clients
- Also worked on US Army project for majority of time
- Managing the meeting schedules and business events attendance with travel trade partners
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Working on all 3 GDS (i.e., Amadeus, Sabre and Galileo)
- Meeting corporate clients on a regular basis to identify and review any gaps in the servies or deviations in adherence to the policies.
- Building and maintaining strong partnerships with Airlines, vendors and preferred suppliers
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Trained new employees on proper protocols and customer service standards.
- Reviewed and maintained required documents for safety, security and quality processes.
Travel consultant
Al Shamel Travel And Tourism
09.2011 - 10.2012
- Creating bookings for R&R (Rest and Recuperation) taking request on phone and via emails
- Emergency leave and TDY/TCS (Temporary change of station) Passengers i.e. US ARMY and Embassy officials)
- Handling passengers request on the phone, doing changes and reissuing/revalidation and refunding.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Helped senior managers make effective decisions based on current and accurate reporting.
Travel Consultant / Reservation Agent
Global Holidays
07.2010 - 09.2011
- Issuing Air Tickets, Reserving Hotels
- Organizing special on request packages around the Globe which includes Hajj and Umrah destination
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Education
Master of Arts - Sustainable Leisure Management
Vancouver Island University
Nanaimo, BC07.2024
Postgraduate Diploma - Travel and Tourism Management
Ealing Hammersmith And West London College
London07.2010
Bachelor of Science - Applied Mathematics and Statistics
Mumbai University
Mumbai04.2008
No Degree - International Fares/Ticket And World Geography
IATA
Montreal, QC09.2007
Skills
- Productivity Performance
- Employee Training
- Team Leadership
- Time Management
- Overseeing Employees
- Customer Relationship Management
- Technical Proficiency
- Managing Employee Relations
- Key Performance Indicators (KPI)
- Invoice Reconciliation
- Project Management
- Issue and Conflict Resolution
- Training and mentoring
- Team Building
Certification
Certified Business Analysis Professional Amadeus, Sabre, Galileo, Apollo (Advance Re-issue, refunds) Fundamentals of Digital Marketing, Social Media Marketing and Google Analytics
Affiliations
American Express GBT (Portia, Team Coach) (Virginia, US) +1301-275-3914American Express GBT (Jenn, Team Coach) (Canada,US)Vision Travel Solutions (Vancouver) +1604-687-8836 KD Air (Qualicum Beach Airport) +18006654244 Primark oxford street London, England (U.K) +440207 495 0420
Languages
English
Full Professional
Arabic
Full Professional
Urdu
Full Professional
Hindi
Full Professional
Running
I'm an avid runner, loves to jump on treadmill wherever I get a chance. I do 5km in the Gym or sometime in the park almost everyday. This helps me rejuvenate my mind and body to function well throughout the day.
Timeline
Customer Care Manager
Sinomax USA
04.2021 - 04.2022
Sr. VIP Travel Counselor
American Express GBT
12.2018 - Current
Travel Manager
Flight Centre, Afterhours
10.2018 - 11.2018
Sr. Corporate Travel advisor/Mentor
Vision Travel Solutions Co
12.2017 - 10.2018
Agent
Qualicum Beach Airport
09.2017 - 12.2017
Travel Supervisor
Kapico Travels & Tourism Co
01.2015 - 07.2016
Corporate/USARMY Operations Supervisor
Waseet Travel And Tourism Services
10.2012 - 12.2014
Travel consultant
Al Shamel Travel And Tourism
09.2011 - 10.2012
Travel Consultant / Reservation Agent
Global Holidays
07.2010 - 09.2011
Master of Arts - Sustainable Leisure Management
Vancouver Island University
Postgraduate Diploma - Travel and Tourism Management
Ealing Hammersmith And West London College
Bachelor of Science - Applied Mathematics and Statistics
Mumbai University
No Degree - International Fares/Ticket And World Geography
IATA
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