Mary Manesi

Handle Refund Queues and Google Sheets ( GDS,LCC,BSP link)

Handle Pay Outs in respective systems

Manage pending backlog in timely manner

Contact Airlines and providers for different issues

Support junior agents

Handling all incoming queries for Cyprus Airways, Blue Air & Sky Up Airlines

Sales presentations to travel agencies to be familiarized with airlines services

Ticket issuance and Reporting

Lead PSS system installation of the airline

Monitor competition and fare analysis

Training Staff to deliver a high standard of Customer Service

Follow up with new develpoments of ATPCO or GDSs or alternative filing tools and systems

Lead design and implementation of O4 strategy for maximizing revenue from offline and interline pricing

Lead all O4 projects and activities requiring fare filing and ensure that this is done accurately and on time

Monitor and reporting of filing volume and performance

Coach and mentor frontline team members in skill development , customer service elavation and company culture behaviors

Responsible for Travelport GDS Training support for new and existing customers ( Galileo and Worldspan)

Tailor and deliver training programs ( onsite, classroom, virtual) to meet specific customer needs

Support of Greek Sales and Account Management teams with product demonstrations

Coordinate and deliver regular schedule training for existing customers in Greece and other locations if needed inside/outside Greece

Training Galileo Courses in Berlin, Copenhagen and Gotenburg

Training Galileo Course and Floor walking support in Cyprus

Customised trainings on products such as Customer Profiles, Hotels, Cars, Rooms and More.

Ensure for updatimg the My learning data base with all training events and sessions

Total training hours: 2792 delivered hours for both cores (1G & 1P)

Responsible of handling all incoming calls and emails from travel agencies and direct partners of the company.

Advising travel agents and update them on all latest changes in company's procedures.

Assist travel agents upon bookings, flight information, reissue, pricing

Communicate any technical issue with the relevant department of the company

Supporting for 6 months GDS Distribution Support department and being responsible for ensuring GDS cost reduction through detecting, correcting and monitoring existing and potential misuse and abuse from travel agencies

Filing correct orders through ATPCO

Ensure accurate implementation of all filing orders

Conduct quality checks

Analyzing Market changes through ATPCO GFS Tool

On January 2010, I had been responsible of testing all fares , rules, fare quotations in Amadeus system and on A3's website due to system migration from Gabriel to Amadeus

On May 2012 participated in tests upon new procedures the company wished to apply such as Credit Card fees and Baggage

Assisting call center supervisors on informing passengers upon confirmed seats, or time schedule, reissue of tickets costs and fees

Participating on the training of new colleagues over the phone

Responding to all incoming calls receiving from Germany market managing all complaints in German language

Ensure all bookings and reservation are being processed accurately

Ability to achieve team sales and profitability objects