Fiona Bashir Email & Phone Number

New York, United States

 Primary contact point and voice of the company. Remotely performed all my tasks with slack as our office and means of communication with our team and management. Provided product and service information for all the hotels assigned to me. Resolved escalations with accuracy and empathy. Taking Reservations and providing information on room types.  Managed a large number of incoming calls and follow up on guest questions with accurate information. Proficient in the use of Teams/Slack/Opera/Synergy/HotSOS. Answered calls within a required time frame to achieve high ranking in company-wide operator performance Provided an outstanding customer experience by providing professional telephone etiquette to achieve high client satisfaction score. Performed and recorded wake-up call service request from guests and the hotels front desk managers. Resolved customer issues and escalated major concerns to hotel management.

 Led the business development team according to set objectives. Planned, developed and managed company brand identity and growth. Identified business opportunities for new business leads and potential projects. Prepared organisational documents, business profiles and tender submissions. Business presentation to board of investors for capital funding. Maintained and expanded the company database of prospects. Managed all key stakeholders in the said industry with streamlined client engagement. Prepared files for presentation with all supporting documents and completed report on the project. Liaised with clients on the progress of reports and which Platform is expected to fund. Ensured compliance is done thoroughly with email trail to backup.

 Established and maintained a professional relationship with clients. Coordinated with various teams so that the customer’s expectations are met. Ensured customer satisfaction in the delivery of business solutions and training. Continued their assessment of a client’s and business objectives. Helped in developing initiatives to increase customer satisfaction and retention. Assisted all teams in meeting financial and growth goals. Upsell company’s services and solutions. Took a client’s requirements and assisted with plans to meet those requirements.

 Worked with client managers and project managers to understand and analyse the client requirements.  Presented the client requirements to the design team so as to design and deliver solutions as per client needs.  Participated in design sessions for development of new functionality and for customisation of existing functionality.  Reviewed product performance against client requirements so as to provide optimal product. Performed product demonstrations for both prospective clients and existing clients as needed.  Ensured that the technical team maintained the product demonstration equipment and supplies in good working condition.  Developed expertise in product / technical knowledge, industry and process knowledge in relevant product areas. Maintained a thorough understanding of marketplace, competitors and industry trends to identify new business and marketing opportunities. Developed product reference documents and product courseware for customers. Created and maintained a product marketing plan for increasing sales and revenue. Trained sales team in product knowledge.

 Identified and understood role players in each assigned account. Liaised between divisions and customers to efficiently communicate deliveries and eta feedback etc.  Understood each assigned account, with the ability to give regular feedback. Ensured that quotations met specifications as per requirement. Specific objectives set for each account / ownership of account / Understanding of individual Account's terms and conditions. Supported the sales team and developed new sales. Maintained an agreed level of proactive telephone contact with both existing and prospective customers.  Effectively dealt with telephone enquiries requesting quotations for products; compiling information on the desired products or datasheets. Maximized sales by continually expanding orders and up-selling on all incoming and outgoing calls.  Liaised daily with the external sales team and updated them on any developments on their accounts. Created quotations from requests received. Accurate capture of orders.  Met the agreed SLAs on quoting and deliveries. Ensured a consistent closure rate within appropriate timelines. Followed up with warehouse until in production and to delivery. Escalated matters to the account manager, where required Processing of relevant orders, delivery notes / collection notes, back orders, ETA's and feedback communication. Filing of relevant documents. Follow up of queries, quotations, deliveries, payments timeously. Reports provided to management with sales on hand reports timeously on a weekly basis.