I am an enthusiastic, practical, and goal-driven Professional with specialized training in Content Marketing, SEO, Market Research, and Key Account Management with +10 years of experience with a solid commitment to the customer service and support. Excellent interpersonal and communication skills to foster meaningful relationships with clients, staff, and higher authorities, also ability to assess needs, evaluate and solve problems with an attention to detail. Demonstrate ability to manage difficult situations, providing detailed trainings to teams on different verticals from optimizing customer experience to streamlining business operations, deliver top-notch professional support service, and exceed targeted results with regard to customer retention, client expectations, and business growth.
My key skills include Staff Development • Internal Controls • Customer Experience • Process Improvement • Workforce Optimization • Internal Controls & Management • Strategic Planning • Change Management • Program Development • Workforce Optimization • Operations Management • Team Development • Performance Management • Team Leadership
My professional background and great industrial exposure coupled with an excellent track record makes me an ideal candidate for executive roles. As such I would welcome a discussion regarding opportunities with your organization that fit my background.
· Cultivate strong relations with potential clients and travel agencies, led routine communication with them, steer efforts to promote services of GDS software i.e. Galilleo & Worldspan and identify new sales opportunities.
· Introduce services to existing and new clients, maintained 63% Market Share with 124% Target Achievement.
· Managed to Sell Multiple Products to Existing and New Clients and significantly increase revenue targets.
· Provide Travel consultancy to Customers for Domestic & International Travel (Umrah & Hajj), additionally tasked to manage and oversee all routine functions include training delivery on Umrah & Hajj Travel Region Wise.
· Provided training to TRG agents for 310 projects and built concept of customer resolution with maintained AHT.
· Utilized acute industry knowledge and experience to define call flows and Introduce table content feature for them as an experiment before implementation in Zong which gives overall 94% quality by new agents
· Raised Team Quality from 85% to 95% in 2014 in an AHT of 180sec with NPS of 24% raised from 15% in June 2014.
· Build a Team as an initiative taken to improve performance of new hired agents named with KBT.
· Introduced Table content Feature in Knowledge base system to provide guidance to new and experienced agents.
CFL Officer Project Rotation | Feb 2014 – May 2014
· Controlled and maintained NPS to Promote Customer experience, also created S&P for best customer resolution.
· Identified gaps and closed with optimum satisfaction, also evaluated NPS Trend, Closed loops, System & Process.
Team Cord | Oct 2013 – Jan 2014
· Built and managed teams, defined and delegated work responsibilities and evaluated their performance.
· Created and implemented the concept of Time management which surely help in Adherence and shrinkage control.
· Team hold 1st position in term of Quality and in overall KPI become TOP 5 amongst Teams in Nov 2013.
· Team won a Runner up Reward in Dec 2013.
· Team announced amongst TOP 3 Sales Team in Jan 2014.
Customer Service Officer | Apr 2013 – Sep 2013
· Facilitated customers and drove quality for customer experience, responded to all issues and proposed solutions.
· Provided online support to customers, kept abreast with the new process to introduce highly effective solutions.
· Served as a resource in all efforts to achieve 100% Quality consecutive for 2 months in June & July.
· Steered efforts towards managing operations and over All achieved Quality to 99% in 6 months.
· Achieved and Maintained 190% Sales Target during the service by implementing best practices.
· Achieved assigned prepaid and postpaid targets and ensured preparation and execution of sales pipe lines.
· On-boarded potential individual customers through direct marketing and SME / Corporate accounts on board.
· Conducted Seminars for Corporate Customers, presented value added services and Comparison of Market Value added services. Managed customer portfolio to increase the penetration within the existing customer accounts.
· Used Sale tools/Systems and carried out daily/weekly visits to new and existing customers for new sales.