Sales Customer Service

Murali V.

Mobile India : **** 974**-*****

E-Mail: ************@*****.***

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

Seeking managerial assignments in Business Development with an organisation of high repute in

Airline / Travel Industry

Professional Synopsis

A dynamic professional with over 17 years of experience in Sales & Business Development, Liaison / Coordination & Client Servicing with reputed airlines in UAE, QATAR and INDIA

Expertise in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.

Resourceful at maintaining relationship with clients to achieve quality product and service norms by resolving their service related critical issues. Proficiency in the handling of wide range of travel operations including agency and corporate sales, reservations, ticketing, and Holiday packages.

Possess excellent interpersonal, communication and organisational skills with proven abilities in training & development, customer relationship management and planning.

Career Recital

Growth Path

Sep’99-Jun’05 Joined SilkAir & Singapore Airlines as Sales Officer and subsequently promoted as Assistant Reservations Manager, Singapore Airlines & SilkAir, Trivandrum, Kerala.

Jul’05-Dec’12 Head Passenger Sales and Services, Singapore Airlines, GSA Omeir Travel Agency,

Abu Dhabi, UAE

Jan’13-NOV’14 Supervisor Reservation and Ticketing Services, Austrian Airlines, Lufthansa Group,

GSA Al Naboodah Travel,Dubai, UAE.

Dec’14 – Aug’15 Supervisor Reservation and Ticketing, Etihad Airways, Doha, Qatar

Since OCT’15 Senior Corporate Sales Officer, Riya Travel Agency, Trivandrum, Kerala.

Key Result Areas

Business Development

-Manage, develop and generate sales of Agents & Corporate Accounts assigned and to ensure that they achieve the Sales Targets and revenue growth.

-Analyse the revenue performance of agents (using MIS and MIDT) and their market potential and initiate sales strategies to improve sales.

-Solicit for new Corporate Account Business and to develop potential new agents.

-Representing the Company by attending various Trade Fairs and Exhibition for promoting various tourism services offered by the organization and accountable for increased sales growth.

-Interacting with key accounts and clients across different sectors and rendering them services related to air ticketing and holiday packages.

-Organizing and conducting various promotional activities as a part of market development and brand building effort.

-Tracking competitor’s activities and providing valuable inputs to the top management for fine tuning the selling and marketing strategies.

-Responsible for preparation of flyers and other promotional offers.

-Inputs for Annual UAE Market Fare/Tour Based Fare Proposals

Operations Management

-Conducted presentations to corporates and key agents - update on special fares, new routes and product enhancements on monthly basis.

-Assist station in pricing, Fare analysis and Inventory analysis for approval of promotional fares.

-Effecting and confirmation of group bookings via Group Booking Management System based on inventory and yield recommended by Network Revenue Management.

-Preparation of monthly staff duty roster and conduct weekly staff meetings to update staff on product enhancements and changes.

-Supervise Call Center operations for Qatar (Call Centers based in Abu Dhabi with more than 80 agents). Develop and groom call center agents to effectively handle calls originating from Qatar market in-order to achieve growth and target.

-Preparation of weekly and monthly call center performance report and appraise General Manager Qatar on the service levels for premium and economy class (i.e. based on calls offered, calls handled and calls abandoned),revenue generated from fresh tickets, reissued tickets, and redemption tickets.

-Update and brief call center team leaders with promotional and tactical fares to actively promote and generate sales.

-Conduct telephone conference calls with call center team leaders on monthly basis and visit call center team on bi-monthly basis.

-Responsible to investigate and reply enquires on feedback from customer especially complaints from customers.

-Handled MARMS (Marketing and Relationship Management System - Loyalty Program System of Singapore Airlines) for retro-credit miles, issuing upgrade award certificates on Star Alliance Carriers, special upgrade vouchers, updating frequent flyer details (seat & meal preference, passport details, contact details, mailing address, etc).

-Pre-flight management, review flight loads on monthly basis / weekly basis and confirming the waitlisted sector based on booking class (priority for high yield fare, waitlisted priority passenger, etc.).

-Developed all-inclusive packages (airfare, hotel accommodation, transfers & sight-seeing) for Austrian Airlines UAE and holiday fliers sent to all regular clients and corporate data base.

-Develop and promote all-inclusive packages for Etihad Airways, Doha, Qatar – Fliers sent fliers sent to all regular clients / corporate data base and follow-up done via tele-sales.

-Framed package rates for MICE Groups (incentive group, Education group etc).

-Developed all-inclusive packages (airfare, hotel accommodation, transfers & sight-seeing) for Singapore Airlines UAE and posted in Singapore Airlines website – Package rates from Tradewinds Tours and Travels, subsidiary of Singapore Airlines. Packages mainly to South East Asia, Far East, Australia and New Zealand.

Client Servicing

-Building up strong Customer Relationship with the existing corporate & individual clients and taking various initiatives to tap / explore greater market / business volumes.

-Ensuring high quality services with maximum customer satisfaction by closely interacting with in-house & potential guests to understand their requirements & customizing products / services with optimum resource utilization for excellent service quality

-Assisting clients in determining their itineraries & travel plans, and offering them most competitive travel solutions (clients from ADNOC group of companies, Al Jazeera Network, and from other Government departments based in UAE and Qatar).

-Interacting with guests to address the complaints & ensure customer satisfaction by achieving delivery service norms ensuring value added services to customers for enhancing their satisfaction levels.

-Handled Singapore Airlines CCS System (Customer Care System).

-Handled Singapore Airlines CEM System in Abu Dhabi (Customer Experience Management System).

Significant Highlights

-Attended training program on In-Admissible Passenger and Document Verification conducted by Saudi Arabian Airlines at Chennai.

-Received an appreciation letter from the Manager Singapore Airlines, Abu Dhabi for the compliments received from clients.

-Conducted an internet booking engine training program for SilkAir staff in Hyderabad and Kochi.

-Framed package rates for MICE Groups (incentive group).

-Establish special fares for Singapore Airlines for EX-UAE departures based on recommended yield and local market situation.

-Handled pricing of special fares on SilkAir and Singapore Airlines flights for Ex-Kerala departures. The special fares are priced based on the yield recommended for each destination by the head office in Singapore and local market situation.

-Developed all-inclusive packages (airfare, hotel accommodation, transfers & sight seeing) for Singapore Airlines and Austrian Airlines UAE and posted in the Airlines website.

-Handled 2 weeks Pilot Project for transformation of Pseudo City Code QQJ of SilkAir - Trivandrum to real city code TRV for city & airport office. Project work included liaising with the Systems Analysts of SilkAir in Singapore and provided them with necessary data for the smooth transformation.

-Received appreciation telex message from Mr. Lalit Fernandez, Manager - Passenger Sales, Singapore Airlines, Chennai for reduction of no shows during pre-flight check and provided seat confirmations on good fare mix i.e. based on demand / supply equation – appreciation telex message received on 25 Jul’01

Commenced career during Jun’98-Jul’99 with Saudi Arabian Airlines GSA, Trivandrum as Sales Officer

Conducting sales call to Agents and Corporate Houses on daily basis, preparing weekly sales call and monthly marketing reports. Assisting reservation staff on ticketing & telephone sales.

Scholastics

Bachelor of Commerce (Financial Accounting & Auditing) from Government Arts College, Trivandrum, Kerala University in 1997.

Other Courses

Diploma: IATA / UFFTA Course - Knowledge Validation Course on Pricing Unit Concept.

Diploma: IATA / UFFTA Course – Consultant.

Diploma: IATA / UFFTA Course – Standard.

Trainings Attended

Advance Reservation and Ticketing Course from Etihad Airways (Sabre Reservation System), Abu Dhabi in MAR15.

Advance Reservations and Ticketing Course (Amadeus Training program) from Austrian Airlines, Lufthansa Group in Vienna in JUN14.

Passenger Tariff course from Austrian Airlines (Amadeus Training program), Lufthansa Group in Vienna – MAR13.

Advance Passenger Tariff and Pro-ration Course from Singapore Airlines Training Centre, Singapore.

Passenger Tariff 1 Course from Singapore Airlines Training Centre, Singapore.

Group Booking Management System, Singapore Airlines Training Centre, Singapore.

TCS ( Transforming Customer Service) Winning Sales and Winning Service, Singapore Airlines Training Centre, Singapore.

Servicing Krisflyer and Priority Passenger Handling from Loyalty Marketing Department, SIA, Singapore.

TCS Challenge (Transforming Customer Service) Course from Singapore Airlines Training Centre, Singapore.

Krislink Reservation Course (Tour Booking System of Singapore Airlines) from SIA Training Centre, Singapore.

Altea Reservation and Desk Top (Amadeus system) Training from Singapore Airlines Training Centre, Singapore.

TCS Savoir Faire Course from Singapore Airlines, Dubai.

Participated in “Exercise Typhoon”, Crisis Management Course from Singapore Airlines, Abu Dhabi.

Personal Dossier

Date of Birth: 26th February 1976

Address: TC 40/85(1), Manacaud PO, Trivandrum.

Passport No.: G 7699794

Languages Known English, Hindi, Malayalam, Tamil, Tulu & Arabic (read and write)

Marital Status Married

No. of Dependents 3

Nationality Indian

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