Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Interests
Timeline
Generic

SUVITHA VIDHYADHARAN

Rochester,MI

Summary

Experienced technology professional with a diverse background in Airlines, consolidators, travel agencies, and corporates. Skilled in improving systems and aligning technical solutions with business goals. Successful track record in leading projects from inception to completion, contributing to organizational growth and success. Proficient in project management, problem-solving, and collaboration. Offers a fresh perspective and strong commitment to quality and success. Known for adaptability and proactive approach in delivering effective solutions. Seeking a full-time role that provides professional challenges and allows me to utilize my interpersonal skills, effective time management, and problem-solving expertise.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Customer Success Manager

The Travelport, USA
08.2022 - Current
  • Support a portfolio of critical accounts, mainly consolidators and corporates, by ensuring the implementation and most efficient use of Travelport Technology, products, and services through adequate account support
  • Be the point of contact for clients' escalation whenever they face operational issues.
  • Provide Virtual and Onsite support to customers and maximize revenues by providing technical and functional consultancy and professional demonstrations.
  • Collaborate and work with other critical Travelport resources, including but not limited to account managers, business development managers, search optimization, project management, solution consultants, and developers.
  • Provide quality input to the Account Development Plan, assisting with detailed plans for increased revenue generation and deploying agreed products.
  • Be a product subject matter expert with in-depth product knowledge in specific product areas.
  • Utilize reporting to analyze and highlight opportunities for customer training and development.
  • Attend Travelport trade shows and agency and industry events when appropriate.
  • Lead customer projects such as migrations and product deployments and provide training and support.
  • Build a Consolidators engagement plan, including workshops, operational meetings, and Quarterly Business Reviews (QBR), to ensure strategic alignment with the customer on their KPIs, challenges, and strategy.
  • Understand customer requirements and needs and link those to new product capabilities.
  • Develop scripts and customized rules for customers on a consultancy basis
  • Communicate effectively with other departments to ensure support strategies and product dependencies are understood and supported by other departments
  • Understand 3rd-party products and partners that can add value to our portfolio and product offering to the customer.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Utilized customer feedback to inform changes and improvements to customer success plans.
  • Assist customers with onboarding and product setup to foster successful adoption and usage.
  • Created customer support strategies to increase customer retention.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Defined clear targets and objectives and communicated to other team members.
  • Use industry expertise, customer service skills, and an analytical nature to resolve customer concerns and promote customer satisfaction.

Travel agency Specialist and Technical Administrator

Sky Bird Group, MI-USA
04.2016 - 08.2022
  • Currently works as a travel agency specialist and technical administrator in the Operational department
  • Advances skills in GDS systems- Sabre, Amadeus, World span, Galileo, and Apollo
  • Issue airline tickets, voids, refunds, manually build fares, revalidation, all types of exchanges, EMDs, travel insurance as needed for agents, clients, Government officials, Sea-man, etc
  • Supervising Sabre, Apollo, World span, Amadeus, and Galileo employee teams within the USA, Canada, India, and the Philippines, including all queries related to GDS issues
  • Fulfill agents' or clients' corporate domestic and international travel requirements within defined travel policies through all streams of booking processes (phone, email) if needed! Quality control checking, Queues, Debit memos, monthly invoices from GDS
  • Assisting with new hire orientation, coordinating with the IT Support team to install GDS for them, providing training, and monitoring them
  • Create Office smart flows or Quick Keys in all GDS for fast working for staffs
  • Assign new PCC installation
  • Set up ticket, invoice, and itinerary printer, as well as assign ticket invoice stocks in all GDS
  • Provide technical support and navigational assistance to users of the Sky Bird branded online booking engine
  • Arrange sponsored PCC for clients and agents, create login, reset passwords, etc
  • Bridging with agents and clients with all GDS
  • Contact airline account managers for waivers of refunds, exchanges, etc., if needed
  • Claim or create PNRs for Group, Issuance of Group EMDs, ticket issuance, exchanges, refunds, etc
  • Established and maintained relationships with all GDS account managers as well as airline managers for the smooth running of the travel system
  • Create SOPs, develop, maintain, and communicate travel policies within staffs
  • Coordinated with the tour department for clients for vacation and ground transport, hotels, etc
  • Accomplished GDS-related projects given by the management within the deadline
  • Arrange Department meetings as well as GDS account managers' meetings frequently.

Travel Executive

Travel Escape, MI-USA
02.2016 - 04.2016
  • Assisting in all aspects of arranging and booking travel, e.g., air, rail, hotel, car, and alternation ground transportation, and a strong aptitude for booking highly complex multiple-leg international itinerates
  • Provide general travel advice to travelers
  • Promotes the acceptance of fares, rates, and suppliers that match the client's travel program policies and negotiated contracts
  • Create invoice through Trams.

Senior Executive

FCM Travel Solutions –Noida, IN
01.2015 - 03.2015
  • Worked as helpdesk senior executive for our corporate employees HCL, SONY, SAMSUNG, etc
  • Issuing domestic and international tickets Online and GDS Amadeus, Sabre, etc
  • Exchange of tickets, Refunds, etc
  • Arranging Visas for the employees of HCL, SAMSUNG, etc.

Senior Executive

Kuoni Business India Travel –Noida, IN
08.2014 - 01.2015
  • Travel arrangements of our corporate from Start to End, like issuing Air or Rail tickets, booking hotels, car booking, travel insurance, visas, etc
  • Using Galileo, Amadeus, Sabre, and Abacus GDS.

Tourism Facilitation Officer

Indian Railway Catering and Tourism Corporation( Central Government-owned Corporate Office) –Connaught Place, IN
02.2013 - 08.2014
  • Issuing domestic and international tickets for corporate clients, Government Officials, Group Booking, FIT, Walk-in clients, etc
  • Issuing travel insurance and medical insurance, providing visa details, Some BSP works
  • Providing LTC package hotel booking in India and abroad
  • Issuing rail tickets and maintaining the RDS File.

Senior Officer

UAE Exchange and Financial Services –Gurgaon, IN
12.2008 - 11.2011
  • Handling Walk-in Clients, corporate houses and subagents
  • Issuing Domestic and International air tickets to individuals, corporations and GIT
  • Making domestic tour packages
  • Selling Travel Insurance and General Insurance
  • Issuing railway tickets and handling Attestation, Emigration, and Visa Processing
  • Telemarketing and Email marketing
  • Making money transfer payment
  • Sabre, Amadeus, Galileo GDS knowledge.

Ticketing Executive

Amar Tours and Travels Pvt Ltd
06.2007 - 12.2008
  • Handling all domestic and international air ticketing, fare quoting to corporate houses, GIT
  • Handling Tour operation.

Customer Care Executive

Kingfisher Airlines-Gurgaon, IN
10.2006 - 07.2007
  • Providing the best customer service to customers
  • Making a reservation, rebooking flights, cancellation, and refund procedures
  • Providing information about flight arrival, departure.

Customer Care Executive

Air India ( Former Indian Airlines)
07.2006 - 10.2006
  • Providing information about flights
  • Providing information about Flights arrival and Departure
  • Making reservation, Tele-check-in etc.

Counter Staff and Helpdesk Executive

R.L.B.T.I
06.2005 - 07.2006
  • Issuing domestic tickets
  • Provide Training for Computer Savvy
  • Issuing rail tickets.

Education

IATA Diploma Holder -

IITC
India
01.2006

Bachelor of Arts in Travel and Tourism -

Calicut University
India
01.2005

Vocational Higher Secondary Course in Travel and Tourism -

KNMVHSE
India
01.2002

High School -

SNGSHS
India
01.2000

Skills

  • Proficient in Global Distribution Systems (Sabre, Amadeus, World Span, Apollo, and Galileo)
  • Quick learner with the ability to acquire new skills rapidly, accept feedback constructively, and apply new knowledge immediately to identify learning opportunities
  • Strong prioritization, multitasking, and time management skills
  • Active listening skills with the ability to understand the context of the client's experience
  • Work autonomously and possess strong problem-solving skills in a fast-paced environment
  • Demonstrate an excellent work ethic and meticulous attention to detail and accuracy
  • Hold a post-graduation diploma in Computer Application
  • Proficient in spoken and written English, Malayalam, Hindi, and Tamil languages
  • Skills in strategic planning, customer account management, client relations, training and mentoring, customer advocacy, client service optimization, and CRM software

Accomplishments

  • Customer onboarding: Educating customers on how to use the product, and focusing on the features they need to learn.
  • Customer retention: Strategies to ensure customer success and satisfaction
  • Collaboration skills: Working with multiple internal teams to achieve a common goal
  • Bravos: Recognitions from companies for remarkable contributions

Certification

  • IATA Diploma Holder Certificate
  • Post-graduation diploma in Computer Application
  • University Rank Holder in Bachelor of Arts Travel and Tourism
  • Higher Secondary Rank holder in Travel and Tourism

Languages

English
Full Professional
Hindi
Full Professional
Malayalam
Native or Bilingual
Tamil
Limited Working

Interests

Watching Travel Blogs, Music,Dancing

Timeline

Customer Success Manager

The Travelport, USA
08.2022 - Current

Travel agency Specialist and Technical Administrator

Sky Bird Group, MI-USA
04.2016 - 08.2022

Travel Executive

Travel Escape, MI-USA
02.2016 - 04.2016

Senior Executive

FCM Travel Solutions –Noida, IN
01.2015 - 03.2015

Senior Executive

Kuoni Business India Travel –Noida, IN
08.2014 - 01.2015

Tourism Facilitation Officer

Indian Railway Catering and Tourism Corporation( Central Government-owned Corporate Office) –Connaught Place, IN
02.2013 - 08.2014

Senior Officer

UAE Exchange and Financial Services –Gurgaon, IN
12.2008 - 11.2011

Ticketing Executive

Amar Tours and Travels Pvt Ltd
06.2007 - 12.2008

Customer Care Executive

Kingfisher Airlines-Gurgaon, IN
10.2006 - 07.2007

Customer Care Executive

Air India ( Former Indian Airlines)
07.2006 - 10.2006

Counter Staff and Helpdesk Executive

R.L.B.T.I
06.2005 - 07.2006

IATA Diploma Holder -

IITC

Bachelor of Arts in Travel and Tourism -

Calicut University

Vocational Higher Secondary Course in Travel and Tourism -

KNMVHSE

High School -

SNGSHS

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