Sunita Jangra
Richmond,BC
Summary
Insightful and dedicated Senior Travel Agent with exceptional customer service, time management and problem-solving abilities. Multilingual and extensively traveled with a focus on building long-lasting relationships to drive sales. Performance-focused professional with an articulate and collaborative nature. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
17
17
years of professional experience
Work History
TRAVEL COUNSELLOR FLOATER TEAM
American Express GBT
Vancouver
02.2023 - Current
- Created complex international itineraries for customers, including flight bookings, car rentals and hotel reservations.
- As a Floater covered multiple accounts during sick leave and PTO, with flexible availability to work early or late shifts.
- Assisted at the First Desk and Sabre VIP desk for VIP travellers.
- Assisted customers with itinerary changes, cancellations, ticket exchanges, and fare rules interpretation.
- Responded promptly to customer inquiries via phone and email using SalesForce.
- Collaborated with airlines, hotels and other vendors to ensure best rates for customers' trips and go the extra mile.
- Managed customer complaints effectively according to established procedures.
- Handled travel for groups, couples, executives, and special needs clients. Booked private jets, GroundSpan to book car services, and train tickets.
- Participated in travel seminars and remained up-to-date on market trends.
Administrative Assistant III
City Of Vancouver
Vancouver , BC
12.2020 - 02.2023
- Strong knowledge in project management, portfolio management and program management
- Assist Deputy Director and Senior Planners with special projects and Council reports
- Assist General Manager with Calendar management, events and council reports
- Provide excellent communication to management and other personnel for proper preparation for upcoming projects
- Tracked and submitted employee timesheets to accounting department for payroll processing.
- Reviewed and suggested improvements for diverse range of documentation, including interoffice correspondence, reports and presentations.
- Created detailed reports on the progress of various projects, identifying any potential risks or issues.
- Gathered requirements from clients, translating them into actionable tasks for the development team.
- Managed vendor relationships, negotiating contracts when necessary while overseeing their performance against agreed upon terms.
Operations Team Manager
American Express GBT
Virtual , BC
09.2018 - 09.2020
- Onboarded new and return to work employees.
- Managed the daily operational activities of 75 Travel Consultants
- Insured Travel Counselors' Workday data was accurate, including job role descriptions, hours worked, salary, and corrected Super Group.
- Managed work from home arrangement setup, ensuring new hires and all employees had functioning equipment to maintain high productivity and availability.
- Managed scheduling for staff with WFM monitoring resource allocation to provide optimal coverage and service.
- Handled travel arrangements for groups, executives and special needs employees.
- Organized SharePoint, developed spreadsheets, submitted reports and scanned documents to bolster organizational workflow and meet project deadlines.
- Collaborated with cross-functional team to draft project schedules and plans.
- Supervised and Processed payroll for over 75 employees in 48 states and Canada on a biweekly basis.
- Facilitated Training for Return-to-Work, Employee Relations, and Performance Management.
- Motivated, developed, provided coaching and feedback through annual performance management and year round informal feedback processes.
- Answered inquiries regarding all aspects of payroll, FMLA and other benefits.
Customer Service Representative
FortisBC
Vancouver , BC
02.2017 - 09.2018
- Utilized designated computer systems SAP software applications to obtain, maintain, prepare and process customer information and requests.
- Responded to emergency calls provided and obtained information in accordance with established emergency procedures, entered information into standardized online forms to initiate work order for immediate action and dispatch.
- Attended to inbound and initiated outbound contacted customers for new and existing services related to full meter to cash cycle including but not limited to, billing, account and collections information and the promotion of products, reported payments and made payment arrangements on overdue accounts.
- Processed new customer applications, existing customer moves, designated payment plan enrolments including cancellation or changed to equal payment plan.
- Responded to requests regarding rate changes, high bills, estimated consumption, fieldwork and meter reading, privacy, energy efficiency programs, collection policies.
Meetings & Events Lead
Carlson Wagonlit Travel, Hewlett Packard
Vancouver , BC
01.2007 - 09.2016
- Collaborated with key stakeholders, including major hotels, airlines, and other transportation companies to coordinate Events and travel arrangements for HP employees.
- Led integration of the Relocation Department, assisted traveling families throughout the relocation process.
- Administered visual presentations to C-level executives to offer insight on operational excellence initiatives.
- Provided support executing of major events, Galas and reward events.
- Recipient of 3 “Bravo” awards for flawless record of client satisfaction.
- Handled customer requests and complaints quickly to improve overall service.
- Responded immediately to clients' questions, issues, and complaints and found effective solutions when required.
- Maintained close communication with clients to mitigate service issues.
- Organized corporate luncheons, dinners, conferences and special events site tours
- Designed and maintained spreadsheets documenting vendor, facility and guest information.
Education
Certificate in Advance Project Management -
Langara College
Vancouver, BCDiploma - Travel & Tourism Management
Kenya Utalii College
Skills
- Project management
- Exceptionally organized, ability to multi task while maintaining attention to detail
- Interpersonal and written communication
- Problem-solving abilities
- Executive Travel
- Regulations and compliance
- Operations management
- Teamwork and Collaboration
- Friendly, positive attitude
- Decision-making
- Special events planning
- Corporate events planning
- Multitasking
- Leadership
- Exceptional customer service
Tools
Cisco, Jabber, Webex, Zoom, SAP, IEX, ADP, Sabre, Apollo, Service Now
Microsoft Office suite ( Word, Excel and PowerPoint), MS Project, SharePoint, SalesForce, GroundSpan, QE.
Languages
Fluent in English, Punjabi and Hindi
Affiliations
Board Member Volunteer
Shanti Uganda Society - Vancouver, BC
- Served as a member of the board to improve infant and maternal health and support the well-being of birthing mothers & women living with HIV/AIDS in Uganda.
- Managed all campaigns on Social media including Facebook Twitter and Instagram
- Worked with volunteers to guide fundraising activities, managed finances and strategized with board members to innovate opportunities to attract new donors.
- Raised funds by coordinating Fundraiser events.
Marketing and Social Media Coordinator
Vancouver Asian Heritage Month Society (VAHMS)
- Served as Social media manager for this non-profit society dedicated to recognizing Asian Canadian participation as an integral part of Canadian society.
- Additionally participated in a well-received promotional video, leveraging solid communication skills to conduct in-depth media interviews.
- Received an appreciation certificate for contributing as community Partner at the Banquet of stories from Pacific Canada Heritage Center - Museum of Migration Society.
Partnership and Social media Manager
Vancouver International Bhangra Celebration Society (VIBC)
- Cultivated enduring partnerships with Arts & Culture organizations
- Cross-promoted festival with Tourism of Vancouver, Surrey, and Richmond. Instrumental in establishing City of Bhangra Festival as one of Vancouver’s Top 10 Festivals. Implemented ticketing with Tickets Tonight.
Timeline
TRAVEL COUNSELLOR FLOATER TEAM
American Express GBT
02.2023 - Current
Administrative Assistant III
City Of Vancouver
12.2020 - 02.2023
Operations Team Manager
American Express GBT
09.2018 - 09.2020
Customer Service Representative
FortisBC
02.2017 - 09.2018
Meetings & Events Lead
Carlson Wagonlit Travel, Hewlett Packard
01.2007 - 09.2016
Certificate in Advance Project Management -
Langara College
Diploma - Travel & Tourism Management
Kenya Utalii College
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