Sales Customer Service

Nasrin Zamani

* ****** *******, ***** & Sheppard

Toronto, ON M2N 5X7

Tel: 647-***-**** *******@*******.***

Profile

Skilled sales and marketing professional with 12+ years experience in various positions in the travel industry. Self motivated, committed to excellence and frequently promoted to positions of higher responsibilities. Core areas of strength and expertise include

Online and offline marketing campaign planning and implementation – brand awareness and conversion focusSearch engine and display network marketingCampaign content and banner editing using Adobe Photoshop and Adobe FlashTraditional marketing activities including brochure production, print advertising and radio campaigns, marketing collateralsExcellent mathematical & analytical skills

Professional history

e-Sales, Marketing & Web Designer, Qatar Airways Holidays (QRH)

October 2011 to September 2012

Overall responsibility to drive the electronic marketing and distribution in multiple points of sale

Responsible for content, development and maintenance of the Holidays section of qatarairways.com. Building promotional strategies; design and drive e-marketing opportunities to enhance the product position and also construct, implement and evaluate targeted campaigns.

Lead and supervise the marketing team to manage timely updates on web content, email marketing, implementation of GS, GDN and Facebook marketing campaigns as well as print and radio commercials, production of seasonal price guide brochures, and production of marketing collaterals for both inbound and outbound divisions of QR Holidays

Evaluate previous financial year’s marketing spend vs. budget & ROI and plan next financial year’s budget

Marketing Officer, Qatar Airways Holidays (QRH)

August 2010 to September 2011

Evaluate previous financial year’s marketing spend vs. budget & ROI and plan next financial year’s budgetQR Holidays’ Destinations & Hotels Brochure source the content: copy & images; confirm accuracy with concerned hoteliers and authorities; coordinate with design agency and print house; distribute to QR offices and stationsCoordinate with design and print agencies to develop and print new collaterals when rebrandingDistribute collaterals to QR offices and stations Update the existing pages using Content Management SystemDevelop new pages promoting new products and tactical and promotional offersSource and edit images for web useDevelop e-newsletters regularlyMaintain & update database of QRH’ clientsGoogle & Facebook AdsEdit flash banner ads and text adsMonitor the results and consequently adjust the bids, keywords and daily budget to improve CTRObtain product from pricing teamCoordinate with QR’s translators in case of Arabic AdsObtain product from pricing teamCoordinate with Corporate Communications to draft and approve the issue and forward to the media

Operations Supervisor, Qatar Airways Holidays (QRH)

May 2007 to July 2010

Key performance indicators: Operational performance – Efficiently supervise QRH Operations during her/his shiftSales visits – Corporate segment focusCustomer Service – Ensure QRH Customer service expectations are metFinancial Performance – achieve the overall annual target set for QRHLearning & Growth – minimize operational and service lapses in Ops

Product Supervisor, Qatar Airways Holidays (QRH)

April 2006 to May 2007

The Product & pricing team is accountable for providing comprehensive & competitive vacation packages from Doha as well as QR out stations. Since April 2006 with a whole new Product Team on board, QRH managed to offer its clients a well-developed product to meet the demands of the market and compete with growing number of tour operators.

As QRH Product Supervisor, main responsibilities include maintaining strong relationship with service providers (hoteliers / tour operators) and coordinating with different departments internally (Operations, Accounts, and Sales), in order to achieve the goals in product management, strategic planning and new product development.

Sales Executive, Qatar Airways Holidays (QRH)

July 2004 to March 2006

AccountabilitiesEducation: detail product benefits to the tradePlanning & organization: sales visit plan & strategy Events management: Product awareness conferences & presentationsRelationship: trade & competitionQatar Tourism Authority Fairs & Events accommodation arrangement

AchievementOver 60% increase in sales from the corporate segment of the market by providing workable sales strategies, presentations, and regular visits

Sales & Marketing Executive, Destinations Of The World, Qatar (DOTW Qatar)

March 2003 to July 2004

A joint venture of Al Qayed Group, DOTW is primarily a Dubai based company, one of the leading wholesale tour operators dealing in prepaid land arrangement services for both inbound and outbound.

ObjectivesProduct Distribution/UpdateMeet the sales target set by managementMaintain DOTW’s market share in QatarDevelop & enhance relationship with both Suppliers & customers (travel agents)Plan & organize sales visits to the tradePlan & manage events such as product presentations or roadshows

Achievements

Achieved and exceeded the sales target for 2003 by selecting appropriate strategies & actions: Combine sales calls to the trade with hoteliers; Timely market surveys to know competitors clientele & database; Increase customer satisfaction; Extend the brand reach by providing giveaways with the company’s slogan & logo printed on the items; Ensuring DOTW staff confidence; Promoting all ground services inbound/outbound; Trade show participation; Media and publicity

Operations Supervisor, DOTW Qatar

September 2001 to February 2003

ResponsibilitiesMonitor the bookings process and executionCustomer Service, customer satisfaction

Operations Consultant, DOTW Qatar

October 2000 to August 2001

ResponsibilitiesHandle inbound/ outbound reservations through liaison with suppliers placed globally, and accord confirmations to the customer (travel agent)Maintain up-to-date customer recordDeliver efficient customer service

Prior to Oct 2000

Short-term roles in tourism, banks and also freelance teacher - Math and English Language for high school students

Qualifications & Certificates

Bachelor’s Degree

Computer Engineering (Majoring in Software)

Jihad-e Daneshgahi Higher Education Institute

Tehran, Iran

Sep 1995 to Feb 2000

Certificate from e-Tourism Frontiers

October 2011, Doha, Qatar

Currently studying: Google AdWords Certification ProgrameBusiness and Web Marketing - Certificate (evening course at University of Toronto)

Certificate from Qatar Airways

Amadeus Awareness

Marks: 98%, Grade: Distinction

June 2005, Doha, Qatar

Certificate from Qatar Airways

Product Awareness

Marks: 100%, Grade: Distinction

May 2005, Doha, Qatar

Certificate from DOTW – Qatar

How to Achieve Excellence

Dec 2002, Doha, Qatar

Membership and awards

Charter member of Al-Noor Toastmasters Club from 2003 to 2006

- Awarded for Best Table Topics Speaker

- Awarded for Enthusiasm & Spirit in Club Meetings & Improvement in Oral Communication

- Awarded for obtaining Second Place in Club Speech Contest

Interests

Travel, trekking, tennis, reading fiction, photography, oil painting, drawing, fashion design, shopping

Contact this candidate