• Accomplished sales manager with a demonstrated ability to drive sales and manage client accounts.• Demonstrated ability to align activities with business strategies to achieve defined objectives.• Proficient in supporting the team in customer acquisition efforts, resulting in expanded customer base and increased profitability.• Skilled in implementing and overseeing sales and account management initiatives with a detail-oriented approach to meet organisational goals.• Strong focus on delivering results while maintaining a customer-centric approach.• Dedicated to continuous improvement and staying well-informed of industry trends and best practices in business development and client management.

Yalago is the Global Leisure Wholesaler of the Emirates – dnata Group. Extending the contracting of a strong and financially stable group, which owns well established Tour Operators & OTA's. Yalago's portfolio includes 12,000 directly contracted hotels (added by over 150,000 hotels through aggregators).• Conducted customer mappings and configured client accounts, driven by a review of error rates, mapping data, and client traffic to identify opportunities and propose relevant solutions.• Independently managed back-office functions related to mapping activities, benchmark analysis, identifying growth opportunities, and communicating progress to internal and external stakeholders.• Collaborated with Business Development and Market Managers to gain insights into existing and emerging markets and destinations, contributing to the creation of briefs for campaigns and new products.• Optimized the Yalago portfolio for key accounts through focused analysis and experimentation, fostering relationships with key client stakeholders and internal sales and API teams.• Worked closely with department heads and BI support teams to synthesize and consolidate data, producing invaluable management information.• Supported business needs by analyzing, troubleshooting, and optimizing existing key customer integrations, while actively contributing to Yalago's growth by sourcing and onboarding new clients.• Managed expectations of clients, collaborating with internal teams (operations and finance) to address bad debt.• Collaborated with the marketing team to generate revenue by promoting partner (hotel) content and offers on social media platforms such as Facebook and LinkedIn, as well as assisting in the production of special offer flyers.

A subsidiary of Berkshire Hathaway Energy, Northern Powergrid is the electricity distributor delivering electricity to 8 million customers across Northeast England, Yorkshire and North Lincolnshire. • Oversaw the outputs of a central reporting team• Produced MI reports and presentations for the management team and key executive members• Carried out trend analysis and seasonal forecasting on customer interactions to develop effective resource schedules• Outlined strategic recommendations to optimize the customer experience and contact center performance (Service level, Answer speed, AHT, Abandon rate)• Sourced and managed agent resources covering a 24/7/365 Omni-channel contact center• Supported with Incident management; including root cause analysis, quick resolution and prevention• Developed and carried out periodic reviews of the contact center contingency plans• Executed mini-audits and ‘deep dive’ process reviews within the contact center• Tracked and reported (weekly & monthly) on department budget performance• Automated 90% of the department and regulatory (OFGEM) reports, increasing report accuracy and efficiency• Reduced overtime costs by 80% and improved productivity by implementing a new staff rota for the contact center; incorporating industry standard Erlang-C resource scheduling methodology• Developed an automated QA database and monitoring form for voice / non-voice customer contacts• Managed the relocation of the 24/7/365 Omni-channel contact center in 2014, with zero impact to service levels

A joint venture between Mubadala Development Company and Serco UK providing Integrated Facilities Management Services to the UAE University in Al Ain. www.khadamat.ae • Managed the operations of a 24/7 service desk including supervision of a team of 6 service desk agents• Trained, guided and supported the team; including performance reviews and identified opportunities for training• Identified and recommend improved work practices, continuously improving service quality and reducing costs• Interrogated the CRM (FM Easy) and CAFM systems (Archibus) to report on how KPIs are achieved• Ensured all service requests are completed in a professional and timely manner, whilst achieving SLAs consistently and ensuring that the correct process flows are adhered to• Produced adhoc performance and operation reports for senior management and department heads• Managed the verification of request completion on site• Collaborated with hard and soft service technical teams to carry out root cause analysis on trending issues• Consistently achieved and maintained an overall 99% score of the company's KPIs and SLAs• Part of the implementation team for the launch of the in-house CRM system (FM Easy)• Contributed towards employee welfare and corporate social responsibility projects

• Sourced new business and promote the bank's products and properties in a highly competitive market• Targeted potential retail and corporate clients who are looking to attain mortgage facilities• Built new relationships with Mortgage Brokers, Property Developers and Real Estates• Referral Business – contacted existing clients; responded to queries and developed an ongoing business relationship• Maintained public relations with entities such as Master and Private Developers, RERA and financial institutions• Provided and maintained a high level of customer service and satisfaction• Sourced and built business relationships using face-to-face and cold calling techniques• Attended trade fairs and property exhibitions creating brand awareness and promoting the banks productsKey Achievement:• Achieved 120% of yearly target for the year 2008, sourcing AED 96 million worth of disbursed business

• Worked as an active member of branch management to create strategies and achieve branch goals• Coach and guide front-line staff on the bank's code of conduct and changes in policies and procedures• Manage the banking hall queues, handle walk-in customers, addressing their concerns and queries• Liaise with the bank operations teams to ensure timely and accurate customer correspondence• Educate customers on the use of Cash Deposit Machines, ATM and Cheque Deposit MachinesKey Achievement:• Part of the branch automation pilot program which helped migrate a significant number of customers from teller usage to machines