Overseeing operations and sales strategy for SereneAir in the UAE.Driving revenue growth through targeted initiatives and customer engagement.Managing relationships with key stakeholders and ensuring top-notch service delivery.Leading strategic initiatives to drive revenue growth and expand market presence in the UAE.Cultivating strong relationships with key stakeholders and ensuring exceptional customer service standards.Overseeing the implementation of operational strategies to optimize performance and enhance efficiency.

Identify opportunities for tactical pricing actions to generate incremental traffic.Maximize revenue per flight and deliver on company price promise versus the competition and have increased 20%revenue per flight.Benchmark and monitor pricing strategy versus competition.Assimilate all information from past and current market price performance to predict future trends.Maximize revenue and load factors on assigned parts of the airline network.Maintain routes in line with performance and budget expectations through careful management of the fare-class system and provide.Maintain fare-code structure and assist in the loading of schedules and capacity in accordance with commerciallyagreed policy.Execute different Revenue Management strategies appropriate to different distribution channels andcompilation tariffs for all e-commerce channels.Ensure accurate and up-to-date display of tariffs in CRS/GDS systems, ARINC, ATPCO, etc.Provide support to the Contact Centre, Sales Support & Sales Team to issue fare guidance on Group quotes and maintenance of staff travel policy.

Managing the Airline Sales office in LYPOverall in charge of Sales and operations at LYPIncreasing the sales from the LYP KHI sectorPromoting Sales by inducting new travel agents from surrounding areasMaintaining contact with prospective customersDirect the activity of sales personnel.Interacting with regulatory bodiesTeam BuildingTeam ManagementTactical decision makingDisruption managementProactive management of possible longer-term exposures to daily operationsInternal and external communicationsSending the schedule and rotation plan to airports, ground handling agents, and maintenance providersArranging airport slots in ad-hoc casesProviding recommendations on improving processes, systems, and management practices in OCCDeveloping and amending OCC proceduresFormulates and implements station sales strategy, including local corporate dealing policy, to maximize short- and long-term revenue opportunities, reduce the cost of sale and generate channel shifts where appropriate.Review management information/network data with the team to drive revenue and seek out tactical revenueopportunities.Ensure SereneAir has an optimal presence in sales campaigns and public events in the station, gathering marketintelligence and sales lead for distribution to relevant stakeholders.

Hiring, training, coaching, and leading call center representatives to provide the best support for customers.Guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representativesLeading team meetings, asking questions to better understand calls representatives are receiving, educating, and coaching workers regarding processes and practices, and explaining expectations to employees.Assisting other management team members in identifying trends and establishing call center goals and achieving them 100% Ensuring staff members are achieving desired service levels and taking corrective action, as needed.Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.Authorizing replacements or refunds.Taking on other tasks or projects to support employees, other managers, and call center operations. Hiring, training, coaching, and leading call center representatives to provide the best support for customers. Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives Leading team meetings, asking questions to better understand calls representatives are receiving, educating, and coaching workers regarding processes and practices, and explaining expectations to employees. Assisting other management team members in identifying trends and establishing call center goals and achieving them 100% Ensuring staff members are achieving desired service levels and taking corrective action, as needed. Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. Authorizing replacements or refunds. Taking on other tasks or projects to support employees, other managers, and call center operations.

The utmost standard of customer service is offered to customers, engaging them with information on fares and actively issuing online tickets, and selling associated products by identifying customer needs through relationship building, enthusiastically seeking out sales opportunities, and publicizing all relatedproducts. Make sure set quality standards are attained for all customer relationsDispense tickets to customers making sure that all essential airline rules and regulations are assimilated and that customer request is met in order to offer them excellent service. Emphasize to customer’s appropriate requirements covering their trips such as passport, visa & health requirements, and other information such as check-in place and time.Enthusiastically improve income earnings by specifying options to customers on all products and services such as Skywards membership (Skywards-related queries), amendments, Dubai stopovers, DBB, hotel bookings, and improved fares to attain sales revenue and/or sales conversion goals and 10% was achieved more than the assigned target.Keep abreast of Group news and updates to ensure relevant professional and company standards are maintained.Support Travel Agents by assisting them with bookings and special arrangements. Stand in for Customer Sales and Service Team Leader/Contact Center Team Leaders in their time off and offer help and act as role models to other team members.Act as the first point of contact for all queries from CSSAs regarding complex bookings, challenging customer interactions, and other special services.Retail Office handlingEnsure that all necessary ticket-related documentation is filed, timetables updated, brochures, sales andpromotional material is properly displayed on individual counters, providing various options to customers which will assist in increasing sales.Support the Customer Sales & Service Team Leader in closing the end-of-day sales and banking monies received.

Supervising junior travel counselors, managing the needs of staff, resolving queries, and recommending the best possibilities/solutionsHandling passengers and cash & documenting daily records of international passengers managed over 50 customer calls per dayDesigning manuals for easy access to the company's policies & procedures Command on fare breakups & complete knowledge of UAE and UK visa policy Detecting fraudulent credit cards and passports and dealing with banksCoordinating passengers' complaints with other stations & processing exchanges, voids, and refundsCounseling clients on the most cost-efficient routes following event guidelines Delivering excellent customer service toall clients through the effective use of computer systems, positive telephone service techniques, and appropriate email usageActing on special customer requests and maintaining excellent client relations, while handling a diverse client base including high-level executivesEnsuring above optimum customer service through effective use of available toolsContributed ideas to resolve problems to better serve customers, improved productivity and prepared periodic sales reports that showed sales volume.Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement Developed process controls and metrics for daily management of call centerAchieved high satisfaction rating through proactive one-call resolutions of customer issues