Ms. Sujata Anand
A Multi-faceted individual with extensive experience, knowledge and skills in Sales and Marketing, HR & Admin, Customer Services, Business Development, New start-ups Presently based in Dubai UAE.
Done Business Management with 18+ years of experience in sales and marketing, HR & admin, Sales Operations and planning, Customer Services, Business Development in Aviation, IT, Retail and hospitality industry.
Expert in financial modules / planning, proactive, focused in approach, goal oriented and result driven.
Proficient in developing, monitoring, controlling and evaluating sales /customer services training programs, maximizing revenues and minimizing expenses. Monitor and Run cost efficient and reliable ops.
A keen planner and strategist with proven abilities in addressing operational issues, resolving performance bottlenecks and achieving desired objectives. Successful in achieving services standards.
An effective team leader with exceptional communication, interpersonal skills and exposure in managing taskforces in any industry
Trained on business requirement gathering, function point requirement, UML etc.
Business analyst in TTL vertical (Travel, Transport and Logistics), Requirement analysis, Business requirements, business flow, functional testing.
Expert in writing Use cases, SRS, Project handling, consulting, handling business accelerators, Training, presentations and working with pre-sales team.
Handling Different airline systems AFIRS (Airline flight information and information system)
Dec 2018- Dec 2020 Maruti Suzuki AGM Sales and Marketing
Jan2014- Dec2018 Royal Times Head Business development
Jan 11-Jan 14 Mantis Tech VP Customer services and sales
Oct 09 – Jan 11 NTL(BA) Airport Consultant (Analyst)
Mar 06 – Oct 09 GO Air Station Manager (Jammu )
Dec 04 – Feb 06 Spice Jet Duty Manager APT( Trainings)
Jan 97 – Sep04 Jet Airways, Sr.CSA - Airport Service
Apr1996 – Jan1997 NEPC Airlines Customer Service Assistant
Planning, managing and reviewing the activities and operations of the Airport division, including safety and customer services.
Coordinating Airport and public transit activities with City and outside agencies and organizations; preparing and presenting staff reports and other necessary correspondence.
Managing all the services related to airport Operations, check-in, Arrival, Departures, baggage Handling, customer services
Support in preparing Airport Handling Manual / Ground Services Manual; ensuring compliance to DGCA requirements.
Competent in handling IROP, Difficult & Challenging situation with ability to remain calm under pressure.
Managing seat factor and load factor details to set the targets per sector.
Maximizes load factors & achievement of service commitments by establishing clear direction/objectives for the Operations Management Team & by continuous review & reporting of actual performance to Head of Air Operations
Ensures that effective contingency plans are in place for all areas impacting package movement and flight operations.
Responsible for the reliability of the Airline haul by ensuring Operations teams undertake the necessary pre- and post-flight activities and processes to the necessary level of detail and accuracy.
Domain Expert-(Airlines), Analyze, capture and document the business objectives, Functional requirements.
Witting Use cases, Function diagram and processing module, Ensure the business solutions.
Presentations, working with pre-sales team, working on QMS.
Sales& Marketing /Customer Services
Conduct competitor analysis by keeping abreast of market trends and competitor moves, to achieve market share metrics. Evolve market segmentation & penetration strategies to achieve targets
Handling key accounts and generating corporate clients.
Identify and develop new streams for revenue growth and maintaining relationships with customers to achieve repeat/referral business.
Develop marketing plans based on consumer preference and drive sales volumes.
Development and delivery of the annual Marketing plans and Marketing budgets in line with the organization’s strategic priorities and revenue target by market segments
Steer Sales / Marketing operations with focus on bottom line, by ensuring optimal utilization of resources.
Planning, creating and implementing marketing materials as well as online and offline marketing campaigns. Coordinating marketing campaigns with sales activities.
Be responsible for the planning and execution of content creation as well as copy writing, photo/video shootings, ensuring delivery in adherence with brand guidelines and organization’s positioning
Overall responsibility for brand management and corporate identity, Guardian of uniformity of company’s communication
Annalise Cultural, Technological and Market trends to take informed strategic and creative development decisions. Exercise innovative mindset and strategies, to develop positioning recommendations, guide market research analysis and define brand elements and tone.
Passion for delivering high levels of services commercial awareness. Effective and timely recovery with ability to identify way to improve business processes especially cost control.
Drive loyalty Marketing, focus on increasing engagement within UAE & other regions through the organization of events, and enhancing guest experience with Elite Members
Support sales team with the creation of marketing collateral and tactical promotions associated with the key market segments.
Reviewing new technologies and keeping the company at the forefront of developments in digital marketing
Managing product launches. Excellent customer services with analytical skills, confident, friendly & competent in handling difficult/challenging situations
Excellent customer services with analytical skills, confident, friendly & competent in handling difficult/challenging situations.
Ability to remain calm under high pressure, skill to decide how best to respond the customer in different situations and ensure that they delighted with service experience.
Key focus of the Customer Support team is to provide expert advice to customers and support their usage of Internet based technology. This team of professionals pride themselves on their ability to recommend best solutions for customers at all times. The incoming calls that they handle can range from a simple flight enquiry to an anxious customer. Developed high levels of knowledge and are able to adapt to the challenge that each individual contact brings.
Mapping client’s requirements and providing them customized warehousing and supply chain management solutions.
Supervising operations to ensure efficiency in all aspects of the customer service & in-flight delivery cycle.
Identifying and resolving concerns in warehousing, inventory, delivery, billing, service, pricing or operations by interacting with the concerned departments.
Ensuring speedy processing & settlement of claims for losses incurred due to unforeseen events during transit, as per company policies and applicable laws.
Providing direction, support & guidelines to a team & monitoring their performance to ensure efficient resolution of customer complaints.
Use sales forecasting and strategic planning to ensure the sale and profitability of products, lines, or services, analyzing business developments and monitoring market trends.
Formulating operating budgets and ensuring that available funds are utilized in the best possible manner towards the accomplishment of business goals.
Managing functions entailing staff allocation, training & development etc.
Organizing training programs / quiz test for the staff to improve their product knowledge.
Liaise & co-ordinate with various departments for the smooth ground handling, catering, fuel farm & receivable processes at the airport.
Handling employee complaints and grievance, · Coordinating with candidates to schedule interviews.
Conducting orientation programs for newly hired employees, helping recruiters with sourcing candidates and updating the database.
Compiling and updating employee records in the form of both, hard and soft copies., Providing relevant data such as absences, leaves, etc., for the purpose of payroll preparation.
Coordinating, organizing and implementing various HR projects.
Documenting processes and preparing reports relating to various personnel activities such as recruitment, staffing, training, performance evaluations, grievances, etc.
B.Com from Marathwada University. 1996
M.B.A. from Marathwada University 2000
Qualified for NAVITAIRE, SABRE, AIRS and RADIX, CODACO, AMADEUS departure controls systems.
FIDS, CUTE, CUSS SYSTEM. Airline Billing systems, RMS.
Basic and advance Trainings for Customer Services excellence.
Preparing Load and Trim Sheet for all type of Aircrafts, Licensed by Civil Aviation Ministry of India, especially for Boeing 737-300-400-500-700-800, Airbus-320.
Training Programs Attended
Radix training for check in, reservation, and flight OPS. 2007
AIRS training for check in and reservation system. 2006.
Basic AVSEC Course by BCAS. 2006
Navitaire System Training used by Spice Jet for Res/DCS and mgmt. mode. 2005
Advance system training for Cargo Handling by Jet airways 2001.
ACSI, Departure Control System used at the network in Jet Airways. 2002
Basic cargo training conducted by Jet Airways 1998.
Customer Service (Basic Traffic Procedures) conducted by Jet Aviation.1997
Sabre System and its application for Automated Reservation Systems by Jet Aviation. 1997
Codaco Handling, by Jet Aviation. 1997
Extra Curricular Activities
Represented Marathwada University and won Individual and Team Awards in Singing at National Youth Festival in 1995.
Represented Maharashtra in All India Festival and Won First Prize in Light Vocal Singing Competition in 1995.
Dance Training of Bhartnatyam from Nritya Jhankar Training Institute, Aurangabad in 1992.
Date of Birth: 24th may1978
Passport no: K6486447
Date of Expiry: 17/7/2022