Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Yelena Mkrtchyan

Los Angeles,CA

Summary

Dynamic Ticketing Agent with extensive experience at Aviata.kz, proficient in Amadeus and Sabre systems. Recognized for enhancing customer satisfaction through effective communication and problem-solving. Successfully trained new staff, fostering a collaborative environment while managing multiple tasks efficiently. Committed to delivering exceptional service and building lasting client relationships.

Overview

9
9
years of professional experience

Work History

Ticketing Agent

VIP Travel and Tourism
09.2017 - 02.2018
  • Issued Visas in EDNRD system
  • Booked hotels and transfers in DOTW system
  • Booked air reservations and related travel products in Amadeus GDS system
  • Completed reservations for clients for flights, car rentals, hotel lodging and resort bookings while ensuring the client’s requirements are met

Senior Ticketing Agent

Aviata.kz
11.2013 - 03.2017
  • Assisted clients in booking flights, rail travel, making changes, and handling cancellations or rebookings.
  • Provided detailed information on flight schedules, pricing, and travel policies.
  • Managed customer communication via phone, email, and chat platforms efficiently.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Maintained strong relationships with airline partners and travel service providers.
  • Responded to customer inquiries via phone, email, and live chat promptly and professionally.
  • Handled customer complaints and provided effective resolutions to ensure satisfaction.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Coordinated with airlines to resolve ticketing discrepancies and customer concerns.
  • Trained new staff on ticketing systems and customer service protocols.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Promoted positive workplace culture among colleagues through open communication channels and collaborative problem-solving efforts.
  • Supported staff and customers to resolve difficult issues/problems pertaining to reservations and ticketing, on daily basis
  • Guided staff and kept them updated with relevant changes in the industry.
  • Ensured quality of work, meet the Airlines standard
  • Developed process improvements to streamline ticket processing, reducing wait times for customers.

Ticketing Agent

Shakh Travel
10.2012 - 11.2013
  • Provided information about flight schedules, seat availability, and ticket prices
  • Ensured compliance with airline policies and procedures
  • Sold tickets to customers and assisted with trip planning through scheduling, pricing and identifying best transportation routes, using GDS system Amadeus and Sabre
  • Proceed ticket reissues, upgrades, reroutes and refunds
  • Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.

Ticketing & Travel Agent

International Travel Plus , BCD Travel
06.2010 - 09.2012
  • Arranged reservations and routings for passengers
  • Answered customer inquiries regarding ticket availability, pricing and event information.
  • Planned routes and computed tickets cost, using schedule, rate books in different GDS systems. (Galileo, Amadeus, Sabre, Sirena, Gabriel, Abacus)
  • Expertly used the appropriate the BCD Travel tools and systems to complete requests
  • Resolved unexpected travel disruptions, maintaining calm and providing solutions to ensure client satisfaction.
  • Processed cash and credit card transactions securely and promptly for customer payments.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
  • Assisted corporate travelers in making air, car, and hotel reservations
  • Assisted corporate travelers with changes to reservations as needed
  • Improved overall revenue by upselling additional services such as excursions, insurance, visas and upgraded accommodations when appropriate.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Developed strong relationships with vendors to secure best rates and amenities for clients.

Ticketing Agent

International Airport
06.2009 - 04.2010
  • Sold tickets to customers and assisted with trip planning through scheduling, pricing and identifying best transportation routes.
  • Processed ticket transactions accurately and efficiently to enhance customer satisfaction.
  • Assisted passengers with their travel needs, including issuing and managing tickets, providing information about flights, and handling baggage
  • Answered customer inquiries about flights, schedules, fares, and routes. Provided information about airport facilities and services. Resolved customer issues and complaints related to reservations and travel.
  • Assisted customers with inquiries regarding ticket availability and pricing options.
  • Reviewed tickets, identification, and passports to verify traveler identity.
  • Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
  • Collaborated with passengers and travel agents to resolve booking issues, correct fares, and clarify rules.


Education

High School Diploma -

KAFU University
Almaty, Kazakhstan
05-2009

Skills

  • Proficient in multiple airline reservation systems, as Amadeus, Galileo, Sabre, Sirena, Gabriel, Abacus
  • Experienced with ticketing software solutions
  • Collaborative teamwork
  • Proficient in managing multiple tasks
  • Effective verbal communication
  • Effective phone and email communication
  • Employee training

Languages

English
Limited Working
Russian
Native or Bilingual

Timeline

Ticketing Agent

VIP Travel and Tourism
09.2017 - 02.2018

Senior Ticketing Agent

Aviata.kz
11.2013 - 03.2017

Ticketing Agent

Shakh Travel
10.2012 - 11.2013

Ticketing & Travel Agent

International Travel Plus , BCD Travel
06.2010 - 09.2012

Ticketing Agent

International Airport
06.2009 - 04.2010

High School Diploma -

KAFU University

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