SUMMARY OF SKILLS:

Over ** years of progressive experience spanning Customer Service, Client Relationship and Account Management, Inside Sales and Business Development

Experienced in Travel Reservations and Ticketing, handling Corporate accounts, Online and Group bookings and Pricing

Excellent interpersonal, oral and written communication

Goal oriented professional and strong team worker with a positive attitude and a commitment to excellence

Strong decision making and problem solving skills with a flexible approach to strategic thinking

Proficient in Sabre, Galileo and MS Word, Excel, PowerPoint and Outlook

PROFESSIONAL EXPERIENCE

SALES PROFESSIONAL, UNITED AIRLINES 2011 – 2012

Managed Reservations, Ticketing, Customer Service, Corporate and Trade Sales; Set up and implemented Business Plan including Budgeting, Cost and Revenue

Prospected new Corporate accounts and signed Revenue contracts with a 9% growth over previous year

Handled individual customers and groups, planned their Itinerary and Ticketing requirements

Developed strong and senior-level relationships with Key Corporate accounts through networking skills

Accomplished a 150% increase in call volume by liaising with the Global Call Centre to identify market issues and suggesting solutions

Analysed statistical data, evaluated market trends, competitor activity and recommended appropriate strategy to the Pricing team

Provided feedback to Inventory, Marketing and Distribution to ensure product development and communication is timely and beneficial

Planned and organised successful marketing and promotional campaigns in the territory

Monitored staff performance and ensured they are given the tools to achieve their goals

CUSTOMER SERVICE SPECIALIST, DNATA – EMIRATES GROUP 2008 - 2011

Managed all aspects of Customer Service, Reservation, Ticketing and Sales; responsible for key accounts with contracted revenue valued at $14M

Explored business opportunities across different segments - Retail, Corporate, MICE and Leisure

Evaluated new business prospects through MIDT report analysis and initiated appropriate action

Negotiated Agency Incentives and reduced Cost of Sale from 2.2% to 1.8%

Liaised with the E-Commerce team in rolling out the new online website, provided them with relevant product feedback, market requirements and suggestions for improvements

Conducted outbound Tele-sales to increase product awareness and increase sales queries and resulting revenue

Groomed inside sales team to effectively prospect and source new revenue streams in keeping with the United Sales Process implementation

Worked with the Ticketing team with methods to engage customers and close sale which resulted in increased revenue

Conducted sales blitz and promotions to increase loyalty customers

Provided feedback to Regional Management on market trends, competitive intelligence and departmental needs

SALES LEAD, APOLLO FLIGHT CENTER 2003 – 2008

Developed agency sales in key offline territories; achieved an average revenue growth of 22% over a 5 year period for the department

Prospected potential corporate accounts and developed healthy relationship with ‘Travel Coordinators’ of over 15 corporate houses

Travelled within areas of responsibility, met with clients to prospect new business and maintain existing customers

Handled Reservation calls which involved inbound and outbound call functions

Increased ticketed revenues by focussing on group ticketing

Updated colleagues with competitor data and suggested changes where appropriate

Delivered product sales presentations to create product awareness and generate sales

Managed KPI standards for staff and monitored sales performance

TRAVEL RESERVATIONS AGENT, MMI TRAVEL 2000 – 2003

Handled in-coming Reservation calls and customer queries through telephones

Issued Tickets and increased revenue through up-sell sales techniques

Assisted the sales team with promotions at trade fairs and exhibitions

Regular feedback to management on market situation and competitor activities

Established network of agents to capitalise on any business activity

MAJOR PROFESSIONAL ACHIEVEMENTS

Awarded the “Best North American Carrier to the Middle East”, at the Middle East Business Traveler Awards for United Airlines in 2011 and 2012

Conferred a Certificate of Appreciation by the US Ambassador for continuous support, 2012

Awarded the Best Offline GSA of the Atlantic region for US Airways, in 2004

EDUCATION AND PROFESSIONAL DEVELOPMENT

Masters of Commerce (Post Graduate) - Business Finance and International Economic Relations

United Airlines: Doing Your Part, Anti-Harassment & Discrimination Training

Emirates Group: Strategic Revenue Management, Budgeting, Negotiating Inclusively, Managing as Coach & Counselor, Preparing a Business Plan

American Airlines: Reservation Training

KLM Royal Dutch Airlines : Next Generation Revenue Management

IATA/UFTAA Diploma in Air Tariff and Documentation

REFERENCES

Available upon request

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