Customer Service Manager

Resume

Shazad Shaikh

Date of Birth: **th November 1986

************@*****.***

Phone: +91-900*******

Address: Rm 51 Shivaji Nagar, L M Road, Borivali west, Mumbai 400103. India. Education: Under Graduated from Mumbai University 2010-11. Experience:

Manager- Hotel & Lodging @ XcelTrip.com

16th April 2018 - till 20th August 2018

- It was a new Company So my responsibility was to build the business from zero.

- Created extranet with the help of tech team.

- Help to Create Website and mobile APP with the help of Tech team.

- Got integration from Cleartrip.com. Almost 4,00,000 hotels

- Made marketing plan, vendor development plan

- Setup CRM for Xceltrip

- Setup business development team.

- Market survey and research.

Revenue Manager- AxisRooms Travel Distribution Solutions Pvt. Ltd. 17t h August 2015 - till Present

- Contracting with potential hotels for Revenue Management.

-Managing Online Distribution

-Maintain Rate Parity - Track parity of room rates & availability of your properties on OTA

-Getting constant availability and allotments from hotel

-Regular pricing checks to ensure competitive rates on website

-Conducting Channel manager and Booking engine training and demo for Hotels

-Set up hotel online at per opening state.

-Overseeing Revenue Management, Online Distribution and E Commerce functions for hotels.

-Knowing the competition and choose the correct competitive set. Visiting the competition hotels website and evaluating their pricing power relative to our product quality.

-Managing Content on all Channels to have uniform Property Description and details visible

-Maximizing Revenue and volume generation through compliance of Best Practices

-Execute channel management in an effort to maintain neutrality and increase revenue

-Emphasizing on areas of e-commerce such as OTA, GDS and BE

-Handling internet sales, internet marketing and revenue management for the group. Sr. Executive-Electronic Channel Revenue at Concept Hospitality 1StJune 2012 - till 25th March 2015

-Managing Online Distribution

-Maintain Rate Parity - Track parity of room rates & availability of your properties on OTA

-Getting constant availability and allotments from hotel

-Regular pricing checks to ensure competitive rates on website

-Conducting Synxis and OTAs Extranet trainings for Hotels

-Set up hotel online at per opening state.

-Overseeing Revenue Management, Online Distribution and E Commerce functions for 23 properties of Concept Hospitality.

-Knowing the competition and choose the correct competitive set. Visiting the competition hotels website and evaluating their pricing power relative to our product quality.

-Managing Content on all Channels to have uniform Property Description and details visible

-Maximizing Revenue and volume generation through compliance of Best Practices

-Execute channel management in an effort to maintain neutrality and increase revenue

-Emphasizing on areas of e-commerce such as OTA, GDS and BE

-Handling internet sales, internet marketing and revenue management for the group. Executive-Electronic Channel Revenue at Concept Hospitality June 2012 - March 2014 ( 1 year 10 months)

-Managing Online Distribution

-Maintain Rate Parity - Track parity of room rates & availability of your properties on OTA

-Getting constant availability and allotments from hotel

-Regular pricing checks to ensure competitive rates on website

-Conducting Synxis and OTAs Extranet trainings for Hotels

-Set up hotel online at per opening state.

-Overseeing Revenue Management, Online Distribution and E Commerce functions for 23 properties of Concept Hospitality.

-Knowing the competition and choose the correct competitive set. Visiting the competition hotels website and evaluating their pricing power relative to our product quality.

-Managing Content on all Channels to have uniform Property Description and details visible

-Maximizing Revenue and volume generation through compliance of Best Practices

-Execute channel management in an effort to maintain neutrality and increase revenue

-Emphasizing on areas of e-commerce such as OTA, GDS and BE

-Handling internet sales, internet marketing and revenue management for the group. Executive – Support Account Management at Travelguru December 2010 - June 2012 ( 1 year 7 months)

Working as Executive – Support Account Management for a business call Synxis.

- Customer Relationship Management

- Sabre Global Distribution System (GDS)

- Consortia/RFP Management

- Reporting and Analytics

- Revenue Management Consulting - Guest Connect Hotel Booking Engine

- Hotel RFP

-Troubleshoot issues & where necessary liaise with global SHS Team to resolve - Maintain the AM- BD active hotels list ensuring that all hotels are tracked and available for distribution across global POS.

-Coordinate chain-level promotion loading with global hotel operations team. Complete checks to ensure promotion is showing correctly and escalate issues as appropriate

- Arrange the Training for Hotel Partners for their new & old employees of various topics.

- Maintain a contact database of all global and key account contacts - Handling Day-to

-Day customer queries & replies as per SLA. - Ensuring Monthly Invoicing & follow up on o/s (Synxis + IBE + IMS) weekly report to AM-BD

- Ensuring smooth new account building formalities & Procedures with SHS Global Team (Synxis + IBE)

- Daily Inventory check for week period for every customer. (Synxis + IBE)

- Suggest different product mix to hotel if rates are lacking as per standard practices.

247 customer pvt ltd, Bangalore

January 2010 - August 2010 ( 8 months)

Worked as GDS (Amadeus) Trainer

Sr. Executive Customer Service at WNS, Mumbai

August 2007 - January 2010 ( 2 years 6 months)

(Process Travelocity Vacation Desk)

Handling Customer service calls and resolves the customer’s quires. Intern - Wild Life Photographer at National Geographic January 2006 - July 2007 ( 1 year 7 months)

Honors and Awards:

Managerial Grid Training

February 2014

Managerial Grid Training attended during 6th February to 9th February 2014 - Conducted By Anita

Shantaram. h ttp://www.grid-india.com/

Star of the quarter award

November 2009 - WNS

Star of the quarter award

July 2009 - WNS

Star of the quarter award

May 2008 - WNS

Skills & Expertise:

Customer Service

Technical Support

Help Desk Support

Revenue management

Business

Microsoft Excel

Microsoft Office

Microsoft Word

Marketing Research

Negotiation

Social Networking

New Business Development

Contract Negotiation

Newsletters

E-Learning

Hospitality

Hotels

Higher Education

Journalism

Key Account Management

Key Account Development

Photoshop

Photography

Digital Photography

Advertising

Trekking

Radio

Revenue Analysis

Sabre

Hospitality Industry

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