Customer Service Sales

Resume

Personal Details

Name Nelson D'souza

Address **** ********* *****, ***** - *****, OK

Telephone Number 918-***-****

Career Objective

I plan to build long-term career with progressive and professionally

managed organization in a competitive and rewarding environment.

Education/Qualifications/Training

Institution: University of Mumbai

Country/City: India

Qualifications: Bachelor of Arts

Completed: 1987

Certificates

IATA/UFTAA Diploma 1988

Selling Skills - Bristish Airways 1989

TAAT - Selling Skills (Saudia Airlines) 1989

TAAT - Resvn & Tktng (Saudia Airlines) 1993

Swissair - Advanced Fares 1993

Galileo - Fares & Ticketing 1993

KLM - Sales & Marketing 1994

Air France - Adv. Fares & Tktng 1994

Customer Service Workshop - Swissair 1999

Focal Point - Galilieo 1999

Dynamic Skills - KLM 2000

Qantas Fares 1 & 2 2001

Business Understanding 2001

Problem Solving 2004

In addition to the above, I have attended a number of presentations, sales

seminars and customer service workshops conducted by various airlines.

Having worked in the customer service area, I have extensive experience in

dealing with customers of all backgrounds & nationalities. Adept at

computers, I can easily identify with new softwares and have good knowledge

of all applications. Working knowledge of Galileo, Sabre, Worldspan &

Amadeus reservation systems.

Employment History

Qantas Business Travel (Corporate - Call centre) - Australia

Function Summary:

Reservations, Ticketing, Visas, Refunds & support to team leader duties.

Position/ Title: International Business Travel Consultant (Corporate

Accounts)

(30 April 2001 - 28Jun2010)

Key Responsibilities/Assignments

. Servicing large government & multinational

accounts such as Centrelink, Aus.Post, Rio

Tinto, Boston Consulting Group and Defence -

Australia wide.

. Independently serviced new accounts during the

and set up the work flow for ATO (Australian

Tax Office) account. Maintaining team goals at

all times.

. Handling all finance related queries, visa

applications for corporate executives, bus,

sea, rail and charter bookings, hotels and car-

hire & planning strategies to achieve service

levels and team KPI's.

. Follow up of all service shortfalls and service

recoveries.

. Selling insurance & follow up of claims.

Very familiar with all aspects of the travel business - Air, Rail, Sea,

Charters, Insurance, Car-hire, Hotels, Tours and Flight bookings. Have

attended numerous in-house training programs conducted by Qantas. Relieve

in Team Leader duties.

Initiatives -

. Introduced a fair system of leave

allocation within the team.

. Very active in all team meetings and

always looking at new ways to improve team

productivity & service levels.

. Being reliable & willing, I have always

been part of all new team projects &

assignments.

. Having worked with various airlines, am

confident and well versed with fares,

ticketing and refund procedures.

Ajman National Travel Agency - UAE

Function Summary:

General Agents for major airlines Tours, Freight & Courier.

Position/ Title: Manager - Head Office (1999 to 2000)

Key Responsibilities/Assignments

. Responsible for coordination of all GSA activities in the region of

Ajman.

. Set team and personal goals/KPI's for frontline staff and strategies to

reach objectives.

. Daily supervision & monitoring sales turnover. Weekly visits to VIP

clients, corporate and government accounts.

. Supervision of airport staff for our 'Meet and Assist" service for

corporate clients.

. Liaison with airlines for pricing policies and airfares.

. Coordinate on a daily basis with branch offices to achieve set sales

targets.

. Stress for continuous improvement in the customer service area by

encouraging ideas & team meetings.

. Ensure proper coordination between sales representatives and travel

consultants to better customer service.

. Introduced yield control system within the corporate and retail

clientele.

. Streamlining work habits and conditions suited to procedures outlined in

company policies.

. Handling service failures & outline remedial actions.

. Ensuring smooth handing over of incomplete files between counter staff.

. Foster and strengthen relations with reservation managers of airlines &

suppliers for seat clearances during peak seasons.

. Focus on achieving results and manage performance of each staff.

Significant Achievement

Introduced the sales projection & yield forecast targets for each branch

office and monthly team meetings. This resulted in direction, focus and

team spirit within the company. Noteworthy increase in profits for the

company was the result of smart selling & team camaraderie. Was also solely

responsible for training of new staff and outlining company policies and

guidelines.

McCoy Trading Pvt. Ltd. - Mumbai

Function Summary:

Trade - Import n Export

Position/ Title: Public Relations Officer. (1998 to 1999)

Key Responsibilities/Assignments

. Acted mainly as primary point of contact for

the company and helped to develop business in

the private sector.

. Secured corporate business and consolidated

growth in the private sector by weekly visits

and follow up of service shortfalls.

. Enhanced company image by means of incentives

to freelance agents & retail agencies thus

increasing turnover to overcome set targets.

. Prepared quotations and supervised contract

notes.

. Liaising with port & custom authorities for

clearance of shipment.

. Preparation of Bill of Lading and insurance

quotes.

. Negotiation on pricing policies and credit

facilities with new clients.

Portfolio Pvt. Limited - Saudi Arabia

Function Summary:

Insurance, Travel, Freight, Tours, Ground Handling, Air Taxi & Courier

Position/ Title: Branch Manager (1995 to 1997)

Key Responsibilities/Assignments

Clientele Mainly Corporate Houses (American, European & Middle East/Gulf

Region)

. Assisted General Manager in setting up the head office by means of

organization & layout of the company premises.

. Supervision of junior staff and verifying tasks involved in

administration of sales.

. Supervise sales visits and follow up of service failures.

. Introduced incentive schemes for corporate clients with the objective of

maximising revenue with economic efficiency.

. Supervision of corporate booking files & settlement of discrepancies with

suppliers.

. Daily visits to warehouses & inventory. Aggressive follow up of all sales

leads.

. Refine the tracking software of our Courier department and implement

changes.

. Report to General Manager every month with sales figures and study of

market conditions.

. Identify potential threats by competitors in the corporate sector and

take necessary measures to retain business.

. Confirm smooth functioning of front office and sustain healthy relations

with suppliers.

. Chair monthly meetings with all branch heads and plan strategies inclined

towards growth.

. Support to all branch offices by means of combined negotiation with

suppliers for better deals.

Significant Achievement

. Portfolio Pvt Ltd was conceived and started by

my General Manager and myself. It is one of the

largest Companies in the Kingdom of Saudi

Arabia boasting a turnover of over $240million

annually.

. Was a key player, right from setting up the

agency, recruiting staff, building up business,

outlining company policies & guidelines etc.

Reeman Travel Agency - Saudi Arabia

Function Summary:

GSA for KLM, Saudia, Zambia Airways, Olympic Airlines, Freight and Courier.

Position/ Title: Supervisor (1989 to 1995)

Key Responsibilities/Assignments

. Comprehensive handling of client's (individual & corporate portfolio).

. Reservations, ticketing, sales returns, refunds, quotations, for

insurance policies and close follow up of customer & corporate files.

. Worked at KLM airport check-in & baggage services at the airport for 14

months.

. Negotiation with large government houses for rental agreements and

supervision of periodic vehicle service, repair and maintenance.

. Follow up of sales leads for Car rentals and Insurance policies - drawing

up quotations for bulk contracts with defence/government accounts.

. Preparation of sales & gross yield forecast and planning of strategic

approach to achieve the same.

. Fortnightly detailed analysis of accounts receivable, trade and

submission to Manager with comments.

I was consistently acknowledged for my efforts by the management and was

awarded an overseas trip by the company.

1984 to 1989

Voltamp Travels (IATA) - Mumbai

Position/ Title: Credit Controller (1984 to 1989)

Key Responsibilities/Assignments

Joined as credit controller, promoted to travel consultant for

domestic/international bookings, visas and passport section. Further

promoted as sales executive to handle corporate accounts.

** Worked as Check-In Agent at Mumbai domestic airport over weekends &

public holidays.

Personal Strengths: Organised, result-oriented, good time management

skills & can excel in team environment.

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