Yasir Suleman Email & Phone Number

Pakistan

Islamabad

Islamabad

Hired Initially to Manage Call Center Services of Airblue and Later Escalated to Revenue Management Team to lead a team of six people and setup Pricing and Revenue management dept of Airblue. The Project was to build a Revenue Management team that will function as the heart of the airline and will be able to maximize the airline revenue with the art of revenue management concepts and pricing strategies.Responsibilities Include-Managing a team of RM analysts and assigning them routes to manage.-Key task is to ensure that Airblue always has the right Fare at the right time, given competitive environment and Airblue business needs.- To work closely with commercial teams and align fares with the market needs.To take ownership of designing and implementing tactical pricing actions to maximize revenue opportunities.-Identify the break-even revenue of all routes and try to exceed targets.-Identity and achieve the optimum seat factor/yield combination which best ensures the profitability of Airline.-Evaluate and provide discount levels for group bookings with the objective of revenue maximization- Evaluate trends in market using information available from various sources, including market intelligence reports relative to competitor activities, political/economic trends/industry developments to make pricing and scheduling decisions.-Analyze data for peak seasons and suggest proactive tactical solutions to stimulate traffic during the low seasons to maximize revenue.-Recommend additional flights or tactical flight cancellations based on demand on the flights/cost of operations and impact on customer service.-Review data analysis to identify booking behavior including no-show trends and use this information to guide team members about inventory allocation.-Review forecast reports on weekly basis and adjust to ensure forecast accuracy maintained as per the departmental standards.

Islamabad

Managed the Call Center Services of Airblue

Developing call scripts for telemarketers use with lead generation and qualification. -Creating team compensation structure and performance metrics. -Supervising telemarketers in persuading the customers to buy the organizations products and services. -Maintaining follow-up procedures to new clients correctly and initiating them under minimal supervision.-Interviewing, Hiring and training of fresh CSR's.

Contact Center

Managed a Team of 15 to 20 Customer Care Representatives to achieve targeted service levels.-Administered performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.-Performed quality checks, developed and reviewed performance reports, identified areas to improve, and implemented measures to improve performance levels and meet objectives.-Conducted group training sessions on new products and services. -Ensured strict adherence to company policies and procedural guidelines-Developed call handling techniques of each customer service representative to improve quality standards.-Directed call center operations as a liaison between customers, managers, and call center employees.-Monitored interaction between staff and callers to ensure quality assurance standards.-Reviewed call center statistics to measure staff performance and the need for improvement.-Assisted human resource dept with recruitment by reviewing resumes, and scheduling interviews.

Islamabad

-Telesales of mortgages related services in USA.- Gathering of information from businesses in UK for client.