Manager Customer Service

Amit Sumantha

ac98q1@r.postjobfree.com LinkedIn: www.linkedin.com/in/amitsumantha Oakville, ON +1-647-***-****

Summary

Successful Account Manager with 17years experience in building Client Relationship and Account Management. Delivered technical and business expertise to Global clients by being a part of top fortune companies in the Travel industry.

Skills

Leadership

Time Management

Communication

Customer Service

Relationship Building

Adaptability

Training

Technical knowledge

Problem Solving

MS-office Applications

Reporting and Analysis

Teamwork

Professional Experience

Al Tayer Travel Agency LLC, Egencia (Business Travel, Expedia Inc),UAE February 2010 – May 2019

Account Manager

Actively led the migration project of clients from the local platform to the Egencia online tool.

Provided on-site/webinar trainings to Global clients on the Corporate Booking tool.

Conducted Business Reviews with local Travel Directors / Office Managers for service enhancements, market updates and tapped opportunities to up sell existing products.

Prospected potential corporate clients by cold calling, meetings and field visits to close the sale.

Completed the RFP process and participated in the travel procurement requisite of potential corporates.

Executed contracts with operations and finance teams to ensure smooth handover and implementation as defined in the sales process.

Built strong relationship with clients, and suppliers to ensure high quality service deliverance and achieved new business opportunities through referrals.

Handled customer complaints and implemented processes to resolve issues within agreed SLAs.

Arranged Trade shows for clients to exhibit all travel products and services that could be exclusively offered to them.

Regularly monitored credit status of clients and followed up on payments.

Organized exclusive trips for strategic clients to manage overseas MICE group movements involving logistics for accommodation, transfers, gala dinners, branding and team activities.

Accomplishments

Successfully implemented 25 clients on to the Egencia platform.

Conducted online travel technical training to 60 clients.

Converted 60% request rate in the MICE and Leisure business.

Signed up annual travel sale volume of CAD 5 Million.

Achieved Customer Satisfaction NPS at 60%

Emirates Airlines, Dubai International Airport, UAE April 2004 – February 2010

Team Leader

Handled check-in process by verifying travel documents and ensured passenger briefing on the requirements to boarding the flight.

Processed flight options for misconnected passengers at the Transfer desk during various disruptions caused due to bad weather conditions and operational challenges.

Led a team of 6 members for boarding passengers within the allocated time .

Monitored boarding status and decisions taken to ensure passenger and baggage offloading as per standard Airline safety regulations.

Liaised with Baggage, Network Control, Transfer Desk, and Airport Security for dispatching the flight safely.

Actively involved in the Dubai International Airport Terminal 3 inaugural project for Airport trials and staff familiarization training.

Accomplishments

Awarded for handling on time departures for Sri Lankan Airline Code share flight.

Appreciation received for completing check-in formalities during baggage belt breakdown.

Awarded for managing high passenger volume during fog disruption and long working hours to assist misconnected passengers.

Dell International Services, India August 2002 – August 2003

Technical Support Representative

Resolved system issues related to hardware and software over the phone.

Arranged the dispatch process of hardware parts to the customers.

Managed a team of 8 and been assigned tasks as acting team leader on the floor.

Accomplishments

Achieved 95% on calls within the average handle time.

Maintained low call back rate of 10%.

Topped the ranking for Customer Satisfaction.

Educational Background

Masters in Computer Applications

Bachelors in Business Management – Finance and Marketing

Additional Qualification

Airline Global Distribution System (GDS) – MARS, Sabre, Galileo.

Advanced Airline Load Control Program by Emirates Airlines.

Strong Knowledge of MS office applications.

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