Sales Customer Service

Suhaib Kidwai

General Manager - AL FANAR TRAVEL, Bahrain

Manama

******@**********.*** - +973-********

• Leverage keen analysis, insights and team approach to drive organizational improvements and

implementation of best practices, adept at working in high pressure environments with strict deadlines and

multiple deliverables.

• Recognized for driving high-value revenue and profit gains and improved organizational productivity and

performance.

• Recognized for strategic planning, identifying and pursuing new business opportunities leading to sales

growth

• High-performing professional with experience in optimizing business operations, business development,

expansion of marketing network while managing and understanding competition, consequently achieving and

providing high productivity standards.

Proven Expertise

Proactive Leadership

Operations Management

Sales & Marketing

Business Development

Administration

Customer Care

WORK EXPERIENCE

General Manager

AL FANAR TRAVEL, Bahrain - February 2006 to Present

Reporting to: Group General Manager

Number of Reportees: 52

Al Fanar is one of the largest Travel Agency of Bahrain, a division of Jawad Business Group

Responsibilities:

• Manage the overall GSA's business driving growth and revenue.

• Establish and enhance the company reputation.

• Develop Oman Air and flydubai sales, create the product awareness.

• Execute aggressive sales promotional activities to increase sales

• Develop an excellent service mix and ensure unparallel quality.

• Network and manage relationships with airlines, hotels and other allied organizations.

• Focus on business opportunities from leisure holidays.

• Segment market, track trends and watch competition to identify growth opportunities

• Review and analyze MIS.

• Oversee financials - credit control, annual budget and operational costs.

Branch Manager

KANOO TARVEL - Doha - August 2005 to February 2006

Kanoo Travel is the largest Travel Agency in the Middle East.

Responsibilities:

• Started Qatar operations from scratch. Set up the Bank Guarantees and activated BSP.

• Formulated the sales budget, set up the sales strategy and segmented the market as per their strength.

• Developed a coordination between the airlines, Customer Care for repeat business and control over

receivable as per market conditions.

Sales Manager

AMERICAN EXPRESS TRAVEL - 1993 to November 2005

This is one of the largest Travel Agency of Saudi Arabia and belongs to a leading business group, SKAB.

Responsibilities:

• Developed and executed sales strategies based on market research / data analysis.

• Oversee GSA operations of Delta, Saudia, Biman Bangladesh and Royal Jordanian.

• Managed sales promotion and other activities to enhance business.

• Penetrated market and expanded operations through relationship building.

• Expanded and retained the client base in Eastern Province.

• Prepared the sales and marketing budget.

• Achieved the agreed sales targets while maintaining operational efficiencies.

• Mentored and managed a team of 9 counter personnel handling client servicing.

EDUCATION

MBA in Entrepreneurship

Byster Institute

ADDITIONAL INFORMATION

Interpersonal skills

Team Dynamics

Proven track record includes

* Obtained Oman Air GSA.

* Obtained Jet Airways GSA.

* Obtained FLYDUBAI GSA.

* Obtained Lufthansa City Center representation in Bahrain.

* Developed a corporate culture in the organization.

* Achieved a surplus sales with an average of $ 1 million per year.

Functional Expertise

Sales and Marketing

• Overseeing the sales and marketing operations, thereby achieving increased sales growth. Analyzing and

develop new markets to drive volumes resulting in business growth.

• Driving sales efforts involving effective promotional activities, product awareness with high potential clients

for growth and profitability.

• Conducting market study to analyze the latest market trends and tracking competitor activities and providing

valuable inputs for fine tuning the selling and the marketing strategies.

Operations Management

• Setting context and direction for the future.

• Aligning strategy, working procedures and policies to deliver efficiencies in operations.

• Adding value to inputs (people, material) and output (products and services).

• Ensuring adherence to systems and processes.

Business Development

• Conducting/organizing promotional events/ activities with clear communication of plans.

• Relevant networking with opinion leaders and stake holders who can impact business.

• Studying markets to analyze the latest trends and track competition to generate MIS and send required

reports.

Customer Service

• Handling queries from internal & external customer to their satisfaction.

• Taking feedback from stakeholders and building the same into operations.

• Issue resolution within agreed TAT.

Networking/ Relationship skills

• Cultivating ties with individuals and institutions who can enhance/facilitate fulfillment of business goals

• Nurturing and sustaining bonds to motivate and create a win-win relationship.

• Increasing value to current customers/partners to generate referrals and repeat orders.

Interpersonal Skills

• Possessing well developed communication and networking skills.

• Confident and comfortable in liaising.

• Ability to communicate ideas clearly and to put ideas to practical use.

Negotiation Skills

• Knowledge of REPA process (Relate, Explore, Propose, Agree) for effective negotiations.

• Setting realistic but stretched objectives.

• Win- Win approach to ensure maximum benefit to all stakeholders.

Team Management

• Monitoring the performance of team members to ensure efficiency in operations and meeting of individual

& group targets.

• Scheduling team assignments to achieve the pre set goals within time, quality & cost parameters.

• Build alignment of vision and goals within teams and uphold organizational values in every action.

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