Amrutha PookatKunnath Sasidharan

Work History

COGNIZANT TECHNOLOGY SOLUTIONS.

01.2020 - 05.2024

Joined the company as a Process Specialist
Work on reservations and resolve automation rejected PNR’s
Provide floor support to SPE & PE to resolve their queries on reservations
Identify improvement opportunities and provide suitable recommendations
Took on additional responsibility of Process training for new hires, including weekly assessments and feedbacks
Promoted to Team Lead – DBO (01st April ’23 – Present)
Build and maintain strong relationships with clients, ensuring that their needs are understood and met
Prepare and present regular reports on team performance and progress to senior Management
Act as a mentor and coach to team members, providing guidance and feedback to support their career development
Conduct daily and weekly audit on reservations worked by team members
GDS used – Sabre, Amadeus & Delta Term

DNATA INTERNATIONAL PVT. LTD.

06.2018 - 12.2019

Handles calls regarding itinerary creation, cancellation, changes and complaints
Skilled in E-mail and voice support
Provide floor support to agents on calls
Scrub errors and ADM’s received on a weekly basis
Identify improvement opportunities and provide suitable recommendations
On a weekly basis - share the challenges and issues that the agents / team is facing on the floor, so the same can be highlighted to EY
Prepare and share quick reference guides and process updates on a timely basis
Share feedback with every agent on mail regarding the errors that they have made (financial or non-financial) and share best practices with the entire floor to prevent repetition
Conduct Monthly Knowledge Assessments, and share feedback with agents
Conducts weekly calls with SME’s in UAE, so that the entire process runs on global standards in all GCC’s
GDS used – Sabre Interactive

NIRVANA TRAVEL & TOURISM LLC

08.2015 - 11.2016

Handling corporate accounts and providing all their travel requirements
Handles calls regarding itinerary creation, cancellation, changes and complaints
Skilled in E-mail and voice support
Make LPO follow ups
Updates daily sales report and LPO report
Maintains a report of all the bookings made and actions taken
Timely check of schedule change queues and provides up to date report to Director
Checks and creates a report for the HX Killer data and provides up to date report to Director
Checks the Form of payment for the tickets issued for the day (Etihad only), for the entire office and sends emails to agents if any error found
GDS used – Amadeus and Sabre

[24]7 INC CUSTOMER PVT LTD

07.2012 - 04.2014

Handles calls regarding itinerary creation, cancellation, changes and complaints
Skilled in E-mail and voice support
Makes offline PNR's for customers
Makes complete package reservations online for customers including Eurostar
Makes changes or cancellation as per the vendor policies only
Managing performance and enhancing performance of self and team, based on SLA’s
Drive self and team processes, production requirements to meet/exceed customer requirements (SLA’s)
Timely escalation of people issues
Make sure that any error or unexpected error is reported, escalated and feedback is provided
GDS used – Amadeus and World span

BCD TRAVEL INDIA PVT. LTD.

06.2008 - 10.2011

Initially handled the Netherlands ticketing, Invoicing and Refunds in EMEA (Europe Middle East and Africa) account
Handled the World Bank account for East Asia Pacific region
Standardization and streamlining of travel process with enhanced technology
Enhance PNR quality with all related details
Validation of criteria such as passport/visa/frequent flyer/loyalty program/FOP details
Consistent verification on travel policy compliance
Generating itinerary email to traveller with actual cost booked/low
Approving Travel Itineraries in accordance with the approval received from World Bank
Making reservation with NON GDS Hotels for passengers and car transfers
GDS used – Amadeus, Abacus, My Sabre, SAM and Galileo

HAL INTERNATIONAL AIRPORT

01.2008 - 05.2008

Worked as Customer Service Assistant in Jet Airport Services (terminal) and handled Singapore Airlines