Sales Manager

CURRICULUM VITAE

SANAH SULTANA,

Tel: 91-888*******/905-***-****

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

Career Objective: To build a dynamic career, which enables me to widen the spectrum of my knowledge and help, me execute my working knowledge in the excellence of Customer Service, Sales, Operations and Profitability of the Company.

Professional Experience:

Travel Boutique Online

From July 2019 till Date

Working as Senior Sales Manager – AP & Telangana

Primary Responsibilities:

• Managing a team of 6 Sales Staff supporting their travel agents in increasing Sales for standalone hotels and Packages.

• Handling around 2200 + agents across AP & Telangana

• Getting new agents signed up for TBO

• Training the agents on the TBO Portal and Products

• Promoting all the TBO Products like Ticketing, DMC, Insurance, Packages, Cruises etc.

• Ensuring that the Sales targets are achieved.

• Handling issues, escalations, with regards to any bookings done through TBO portal.

• Travelling across AP & Telangana for Sales Promotions. Royal Arabian DMCC

From Aug 2018 till June 2019

Working as a Sales Manager – AP & Telangana

Primary Responsibilities

• Handling and meeting all agent queries in AP & Telangana (also Retention of existing accounts)

• Promoting B2B sales to UAE to FIT/ Group & MICE

• Maintaining of Daily Sales Report/ Activity

• Visiting out station agents in Andhra

• Co-ordinating with the Operations Team to match and Close the active queries

• Doing a market Analysis with regards to competition

• Achieving Targets

• Getting new accounts to the company

Cox & Kings Limited

From May 2018 till Aug 2018

Working as a Store Manager with the Jubilee Hill Store. Primary Responsibilities

• Handling all queries at the store (including GIT/FIT/MICE and Domestic)

• Achieving Sales Targets (Team & Individual)

• Organizing and participating in Various outdoor Sales activities

• Maintaining proper MIS

• Creating new groups and Operating Departures, also promoting those Departures.

• Responsible for Auditing at the Store.

Travel Tours Hyderabad

From Oct 2016 till Apr 2018

FRANCHISE OWNER handling a team 6 staff.

Thomas Cook India Limited

From Jan 2011 till Jul 2016

Worked as Manager with the Leisure Outbound Travel Department. (Handled a branch independently as a branch head) . Later got promoted as State Head for Domestic Sales for AP & TELANGANA. Primary Responsibilities

• Handling queries related to International & Domestic Holidays (Individual as well as group)

• Converting enquiries into sales.

• Achieving sales target (Branch & Individual) and assisting my team to achieve the same.

• Meeting the sales representatives from various hotels and airlines.

• Airline Ticketing.

• Handling escalations and meeting the service quality parameters.

• Handling corporate clients for their bulk reservation for tickets and hotel arrangements.

• Training the new hired staff and certifying them.

• Preparing the monthly sales report.

• Coordination with external vendors, taking quotations and finalizing the same.

• Handling all the Franchises and other agents

• Getting new accounts to the company

• Retain the existing accounts

Cox & Kings India Ltd (Hyderabad)

From Oct 2008 till Nov 2010

Working as Senior Executive for Bharat Deko – Indian Holidays Primary Responsibilities:

• Handling queries related to Indian Holidays (Individual as well as group)

• Converting enquiries into sales.

• Achieving sales target and assisting my team to achieve the same.

• Meeting the sales reps from various hotels.

• Organizing group tours for corporates and families. Dell International Services (Hyderabad)

From June 2006 till Oct 2007

Working as a Sales Coach/ Supervisor.

Primary Responsibilities:

• Coaching sales reps on selling skills.

• Target achievement in terms of Margin/ACD, Close Rate, Revenue/ ACD.

• Monitoring calls for Quality and Adherence to Call Structure.

• Training reps on achieving their metrics.

• Coordinating with the Managers and ASM’s and working out Course Correction for Agents.

• Conducting Team motivation activities to build Group Dynamics.

• Handling Irate Customer escalations and ensuring a happy customer.

• Ensuring customer satisfaction > 90% CSAT.

• Generating reports and keeping a track of the team’s performance on a weekly, monthly and quarterly basis.

• Handling a team of 10 reps.

HP e-Global {Hewlett Packard Consumer Contact Center} Bangalore From Oct 2005 till Apr 2006

Worked as a Customer Experience Coach for the Desktop Technical Support Department. (Inbound) Primary Responsibilities:

• Responsible for Customer Satisfaction {“ C” Sats}

• Monitoring calls of agents and give them regular feedback on the same. {Communication, grammar, soft skills, professionalism, customer service skills}.

• Handling of calls in the absence of ASG {to check issue resolution and customer satisfaction}.

• Voice & Accent training. {Voice modulation} if required.

• Coaching the agents on the Quality parameters.

• Coordinating with the Team Leads and scheduling training sessions for Techs.

• Handling 4 teams {63 agents}.

• Sending daily, weekly and monthly reports.

Dell International Services (Bangalore)

From Mar 2004 till Sept 2005

Worked as a Customer Experience Coach for the EMEA Technical process {UK and Ireland Customers}. Primary Responsibilities:

• Callbacks regarding customer issues and queries. {If required}.

• Monitoring calls of Techs and give them regular feedback on the same. {Check on Tech and Communication skills}.

• Handling of Escalation calls in the absence of TL. {If required.}

• Coaching the agents on Quality and compliance parameters. HSBC Data Processing India Pvt.Ltd {Hyderabad}

From June 2001 till Feb 2004.

Joined as a Processing Executive. Worked as a Process Trainer for Charge backs. Associated with Credit Cards.

Process: Fraud Charge backs is a process which deals with detection of fraudulent charges on Credit Card accounts using the rules & regulations laid by the International Regulatory bodies. Primary Responsibilities:

• Handling a team of 48 agents/executives {frauds and non-complex}.

• Referral Point: Have shared knowledge of 11 queues with self-initiative with the rest of the team as a Sr. Process Executive. Handling referrals from UK.

• Able to handle various assignments under high pressure & consistently meeting tight deadlines.

• Involved personnel in goal sharing, resulting in dramatic increased productivity.

• Responsible for training new executives & providing feedback to the line manager for the same on a weekly basis.

• Acted as Team Leader in the absence of the TL [Asst. Manager Operations]. Additional Responsibilities:

• Assisting my manager for daily administrative work such as allocation of personal targets, quality checking as well as re-route & error analysis.

• Monthly DIP analysis.

• Capacity planning for the Fraud queues and other processes in the Credit Cards Dept.

• Responsible for Compliance/Audit checks

• Preparation of Training plan for the new recruits and updating of procedure manuals. Hind Aviation Pvt Ltd G.S.A. Oman Air {Hyderabad}

From July 1997 to December 1998

Joined as a Reservation Asst and was promoted as a Reservation/Ticketing Supervisor. Primary Responsibilities:

• Handling flight reservations/ticketing booked on Oman Air [as requested from passengers and travel agents].

• Arrangement of visas & hotel bookings for the passengers.

• Organizing group tours & handling of bulk reservations. Additional Responsibilities:

• Trained 5 travel assistants from Oman Air-Chennai, 10 travel assistants each from Oman Air- Muscat, Salalah & Doha.

Raj Air Pvt Ltd.

From Aug 1995 to Oct 1995

Responsibilities:

• Ground Handling at the airport

• Issuing of boarding passes

• Baggage check

• Security Check

Sree Tirumala Travels

From Mar 1994 to July 1995 / Sep 1995 to Oct 1996

Joined as a trainee. Handling the Domestic counter. Later was handling Reservation & Ticketing for the International Counter

Responsibilities:

• Marketing (getting business to the agency)

• Handling Reservations & Ticketing for all International airlines

• Taking flight bookings

• Filling passport application forms

• Raising invoices

Personal Achievements:

• Trained 55 assistants for Oman Air.

• Trained new recruits in Fraud Charge backs on various queues.

• Took initiative to learn all the Fraud queues in Charge backs process.

• Awarded for achieving the maximum collection towards HSBC in the Community walk for the children 2002.

• Prepared a manual for the induction batches in HSBC [Introduction to HSBC Credit Cards].

• Implemented macros for the JCBMMU queue, which resulted in dramatic, increased in quality and productivity.

Academic Qualification:

• Bachelor of Commerce in 1999.

• Intermediate in 1996.

• SSC in 1994.

Other Qualification:

• Appeared for IATA in September 2008.

Additional Qualification:

• Diploma in computerized air ticketing.

• Business Letter Writing Skills Course in HSBC.

• People Management Skills Course in HSBC.

Strengths:

• Set high ambition for myself and work harder, towards achieving it.

• Ability to grasp and retain knowledge.

• Highly organized & dedicated with positive attitude.

• Have good written, oral & interpersonal communication skills.

• Ability to lead and manage a successful team.

Personal Profile:

Husband’s Name : Syed Sameer

Date of Birth : 07th March 1978

Religion : Islam

Martial Status : Married

Languages Known : English, Hindi, and Urdu & Sindhi Date:

Place: {SANAH SULTANA}

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