As a Senior Sales Coordinator, I was performing following roles and responsibilities:• Key driver in the success of mergers and acquisition. Demonstrated success in distilling value and overcoming objections to secure hard to close deals.• Maintaining relationships and develop the business from new client and existing clients by professional sales strategies.• Showcased company products in “EXPO Sharjah” yearly Educational Festival 2014 and achieved record profit results.• Create strategy for winning “sales”. Effectively managing sales pipeline and developing a strategy for long-term sustained success.• Assist with project management of marketing programs, promotions, and related tasks. Following up Inbound or Outbound leads and client requests via calls, emails and visits.• Ensure on time service and product delivery to clients and keep myself updated with availability of stock.• Performed competitive analysis, as a result it allowed the leadership to identify key growth areas and take strategic initiative to sustain the growth of the company.• Network with potential client to increase sales and build relationship. Also efficiently inform clients of unforeseen delays or problems and keep them posted.• Achieving the business plan quarterly and sending quarterly reports to management. Attending management level meeting in order to brain storm for company growth and productivity.ACHIEVEMENT:• Showcased company products in “EXPO Sharjah” yearly Educational Festival 2014 and achieved record profit results.• Highest sales target achiever in 2014.

• Account management of corporate customers (Banks & Financial institutes) over 28 countries. Worked on escalations analysis and providing the feedback to both management and concern departments in order to control escalation and enhance systems.• Responsibilities included ensuring customer queries through e-mails, phone calls and visits. • Identify opportunities for continuous improvement through analysis of performance measurement data, current market trends and benchmarks.• Define and evaluate Key Performance Indicators (KPI), KRA review & appraisals, SLA’s and implement innovative solutions that meet business requirements.• Reporting and Assisting Regional Professional Services Head in efficient manner. Maintained executive meeting schedules, visit plans etc.• Prepared and presented company wide performance and productivity reports using MS power point and MIS reports to ‘C’-Level management. • Liaise with admin department with regards to arrange visa, airline tickets and hotel reservations. Maintain record of team attendance, overtime, leaves and handling staff personal files.• Close coordination with HR and keep record of company joining/ leaving process of employees and respective documentation.• Reviewing and processing requests for payment related to invoices receivable from clients in efficient manner.ACHIEVEMENT:• Successfully cleared and maintained TPS Professional Service department internal/ external Audits 2009 – 2012• Directly involved in designing and implementing TPS Service Delivery tracking system.• Managed to train all employees to ensure proper utilization of TPS Service Delivery tracking system.• Directly involved in revamping of TPS QSP (Quality Sample Program), SLA (Service Level Agreement) and Business procedure.• Introduced departmental and individual productivity reports and presented to ‘C’ Level management.

• Frequently and independently handled a wide variety of critical situations and conflicts in day to day operations. • Provide customer support by suggesting solutions to customers and taking care of their queries and issues through emails & phone.• Responsible for designing, coordinating, measuring, reporting and renewing a Quality/Quantity assurance program.• Conducting side by side coaching sessions to each Call Center agents to ensure the quality and productivity.• Analyzing call traffic trends, identifying opportunities for improvement and review for the company. • Ensured that every call smartly handled within given threshold and train CSRs how to handle smartly.• Define and evaluate Key Performance Indicators (KPI), CSR Job descriptions, SLA’s and implement innovative solutions that meet business requirements.• Responsible for providing quality services (Reservation & Ticketing) to the passengers calling PIA Call Center through email chat and call for local and international customers.• Rewarded several times with Best Call Center Agent of the month and Highest Call Taken within given threshold in job tenure.• Handled the Complaint Management System, closing complaints and responding to customer queries.• Worked in the capacity of Travel Consultant for the Reservation department also handled Frequent Flyer members in effective manner. • Responsibilities included managing all customer queries regarding fares inquiries, schedules and reservations requirements.• Handled Inbound/ Outbound calls, emails and live chat software systems for customer interaction.ACHIEVEMENT:• Rewarded several times with “Best Call Center Agent”, “Best Performance” and “Highest Call Taker” awards.• Got promoted within one year to team lead due to highest level of quality and productivity.• Received appreciation emails, letters and calls from PIA valued customers several times.• Trained and managed several batches of call center agents as Team lead.