• Lead, mentor, and manage a team of customer support representatives and trainers, nurturing their skills and potential.• Regularly assess individual and team performance to exceed targets and KPIs.• Conduct frequent team meetings to enhance communication, share best practices, and address challenges.• Continuously monitor and evaluate team performance, identifying opportunities for improvement and executing corrective actions as needed.• Develop and implement customer support policies and procedures to streamline operations, ultimately elevating customer satisfaction.• Stay updated on GDS system advancements and industry trends, sharing this knowledge with the team.• Monitor customer interactions across various channels (phone calls, emails, chat support) to ensure adherence to company standards.• Monitor customer contact center performance reports by analyzing, and summarizing data and trends .• Monitor the Department standard operating procedures (SOPs) are followed.• Oversee escalated incidents beyond the team's expertise, coordinating with appropriate 3rd level resolver groups within Amadeus or external service providers (Airlines) and ensuring follow-up.• Supervise the Customer Support team in keeping Amadeus customers informed about the status of reported issues.• Collaborate with other departments to address customer needs and provide valuable insights.• Ensure the availability of the Customer Support dedicated team around the clock to address any queries regarding the Amadeus system from both users and other Amadeus departments.• Monitor key performance indicators (KPIs) to evaluate agent performance, call quality, and customer satisfaction.• Leverage data analysis to provide insights and recommendations for enhancing call center efficiency.• Recognize areas for improvement in team members and provide customized support and training.• Maintain a keen understanding of training trends, developments and best practices.

-Promote and market the business, sometimes to new or niche markets- Manage budgets and maintain statistical and financial records- Sell travel products and tour packages- Source products and destinations to meet consumer demands for bespoke travel and sustainable tourism- Deliver and exceed branch performance and productivity- Take part in familiarisation visits to new destinations, to gather information on issues and amenities of interest to consumers- Liaise with travel partners, including airlines and hotels, to manage bookings and schedules, often a year in advance- Deal with customer enquiries and aim to meet their expectations- Provide sales reports to head office- Implement alternative and innovative ideas for achieving new business- Oversee the smooth, efficient running of the business- Motivate the sales team to hit and exceed their targets and ensure company profitability- Meet regularly with team leaders to give them sales figures and plan how they approach their work- Meet company directors who advise on strategy and find out about any local issues and future trends- Oversee the recruitment, selection and retention of staff as well as payroll

• Coordinate investigation of serious and critical problems with expert groups with the objective of achieving fastest possible restoration of service.• Proactive monitoring and consulting services to preempt problems within Amadeus solutions, gather own evidence, investigate, and create incident records to resolve the problems before the customer is aware.• Analyze, diagnose and correct problems within defined service levels using the appropriate skills and tools, focusing on superior quality, and ensuring highest possible first contact resolution to ensure fastest recovery of service and highest customer satisfaction.• Identify pro-actively service improvement needs whether in the area of knowledge needs at customer side, self-service potentials and software/ process improvement ideas and provide corresponding solutions and ideas.• Providing pro-active Account Management services to key accounts, handle on demand escalations, and conduct customer meetings to keep customer up to date on their incidents and proactive measurements taken.• Consulting on notifications to Amadeus Senior Management, Product Marketing, and external clients on all problems having a critical impact.• Building and developing a professional and productive working relationship with Global Operations and Research & Development 3rd level resolver groups, Account Managers, Product Managers, Implementation, Global operations and Research & Development 3rd level resolver groups within Amadeus.• Developing a detailed functional knowledge of specific applications plus a broad knowledge of system architecture, processing and system assumptions. Maintaining an up to date knowledge of operational standards, help desk methodologies, technical trends and innovations in the industry.

• Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers• Draw an overall or individualized training and development plan that addresses needs and expectations• Deploy a wide variety of training methods.• Developed Media tool for Training Materials, Video tutorials, etc. • Conduct effective induction and orientation sessions• Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them• Maintain a keen understanding of training trends, developments and best practices• Organize and conduct the training and coaching sessions.• Managing the Operational Training for new staff and Refresher training on new enhancements, Products and GDS Amadeus for travel professionals from: Fursan Travel,KANOO Travel, Al Tayyar Travel, Attar Travel, Al Rajhi Aviation, Zahid Travel Agency...• Providing product knowledge & Subject Matter Expertise at various stages.• Keep up-to-date knowledge of the appointed processes and tools.• Develop and maintain support tools and processes, collect and suggest improvements, act as contact and representative towards internal interfaces. Continuously follow up and identify knowledge gaps within the support chain. Prepare and provide relevant, documented and standardized training.• Keep e-Support Centre updated with appropriate information on tools and processes.• Supervise the training team for migration of Amadeus Sellingplatform Connect all over KSA.

• Monitor product & Solution performance.• Involve in the customers/prospects’ business requirements collection process.• Identify opportunities for the development of new features or enhancement of existing products & solutions (through analysis of customer/ prospect feedbacks and knowledge of market trends, competition gathered in research activity and gap analysis between business requirements and Amadeus offering)• Review functional specifications to ensure they correspond to identify customer / market needs.• Work closely with Development counterparts to recommend priorities and define product releasing plan for new products or enhancements (both content and delivery).• Interact regularly with the development teams to ensure delivery of requirements.• Monitor budget and expenditure attached to the product & Solution.• Communicate and raise issues whenever appropriate.• Manage documentation (create, update and distribute product documents e.g. products & solutions overview).• Communicate the value of the products (internal presentations, demonstrations to customers, trade shows).• Provide product content as needed to support documentation, training, sales tools and collateral creation.• Contribute to the communication plan elaboration with Marketing/Communication teams.• Participate in workshops or one-to-one meetings with customers.

• Regional Training Consultant for AACO Project.• Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers• Draw an overall or individualized training and development plan that addresses needs and expectations• Deploy a wide variety of training methods.• Developed Media tool for Training Materials, Video tutorials, etc. • Conduct effective induction and orientation sessions• Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them• Manage training budget• Maintain a keen understanding of training trends, developments and best practices• Organize and conduct the training and coaching sessions.• Managing the Operational Training for new staff and Refresher training on new enhancements, Products and GDS Amadeus for travel professionals from: American Express, FCM, DNATA, KANOO• Providing product knowledge & Subject Matter Expertise at various stages.• Prepare customer contact center performance reports by collecting, analyzing, and summarizing data and trends • Analysis KPI reports (Number of calls attended, Average speed to Answer call, Average Call handle time).• Ensure all SLA requirements are met by the Amadeus Standard and appropriate steps are taken to correct deficiencies. • Keep up-to-date knowledge of the appointed processes and tools.• Develop and maintain support tools and processes, collect and suggest improvements, act as contact and representative towards internal interfaces. Continuously follow up and identify knowledge gaps within the support chain. Prepare and provide relevant, documented and standardized training.• Keep e-Support Centre updated with appropriate information on tools and processes.• Supervise the support teams’ daily business/work load and service levels with focus on identifying possible improvements regarding call deflection, call logging quality and escalation/interfaces.

• Serve as Amadeus customers’ first point of contact via phone, e-Support and/or other media in line with the defined support process and tools and with a strong focus on delivering exemplary service• Handle high volume of low to medium complex customer service requests and incidents (e.g. functional queries related to the Amadeus products and system problem reports etc.) Relay requests/problems to 2nd/3rd level support when first contact resolution is not achieved.• Primarily provide high first contact resolution to queries relating to Amadeus products.• Log all cases and assure correct and comprehensive data to allow for report analysis.• Quickly understand customer needs and impact. Service customers in a friendly and efficient manner and apply workarounds if final solution cannot be applied in short time.• Advise and consult customers how to use Amadeus products, provide guidance on product usage.• Apply solutions by using Amadeus e-Support Center and guide customers to use and adopt e-Support.• Execute Customer Support & Training Administrator’s tasks when it is needed.• Teach travel agents to use the system, products efficiently to enable them to fully understand functionality and make bookings.• Conducts and optimizes in-house and on-site training sessions. • Creates, maintains and distributes training documentation. • Assists other departments for testing products, functionalities or any helpdesk activity such as on-site training, migration, etc. • Update the Bankers Selling Rate on Amadeus.

• To evaluate pricing requests based on the QR pricing procedures. • All pricing proposals to be reviewed based on the OAL practice, previous flight performance and future forecast.• To identify weaker routes and request special fares to gain QR market share.• To take proactive action to increase load factor on poor performing routes. Review and request solutions from HO.• To identify new points via QR gateway and recommend / request new SPA sectors beyond new routes to establish market fares.• All fare / booking class / travel validity violations to be resolved as per the revenue accounts request.• To work with sales team to resolve any issues relating to pricing and distribution.• To assess and price the QR fare structure to enable Sales to achieve their commercial objectives in a changing market place.• To review Ad-hoc/I price fare requests based on the flight loads.• To evaluate and launch market fares for new destinations outside the established QR network based on feedback from sales and special prorate agreements.• Annual planning and budgeting. • Regular monitor on ATV and Yield to achieving station budget.• Effective use of market intelligence.• Preparation of regular reports based on MIDT & IRIS.• Conducting pricing briefing to Trade and QR local team.• Updating PLB performance and recommending appropriate measures.• Preparation of Sales presentation.• Maintain and Update customer Data Base.• Circulate News Letters and Flyers to Trade and corporate• Work out PLB and Corporate Deals.• Support Frontline Sales staff and Trade with approvals for special requests like Excess Baggage, AD tickets, Upgrades and all sorts of waivers.• Tele Sales to the Trade and corporate updating on Company Policies, Special Promotions, Product Updates and assisting confirmation of seat.

• Relation Ship management with clients to understand there requirements and Business need and offering Solution and sale support.• Managing the Corporate sales department for the Multi-National Companies requirements.• Creation of customer proposals with Cost-Benefit Analysis.• Understanding and anticipating client needs and travel preferences.• Monitor the performance reports and team productivity.• Ensuring that all client account information is up to date so that a thorough knowledge and understanding of the account can be made by simply reading the client file.• Accountable for process transition, day-to-day operations and value additions• Co-ordinate with the Management, Client and Team Leaders to improve the process efficiency• Interact with client regularly for operational issues. Maintain effective communication with Client to ensure all problems are ironed out on a timely basis• Serve as process ambassador and represent team during client visits

• Research various destinations and means of travel regarding prices, customs, weather conditions, reviews etc.• Diagnose the clients’ specifications and wishes and suggest suitable travel packages or services• Organize travels from beginning to end, through booking tickets and accommodation, securing rental transportation etc.• Supply travelers with pertinent information and useful travel/holiday material (guides, maps, event programs etc.)• Use promotional techniques and prepare promotional materials to sell itinerary tour packages• Handle unforeseen problems and complaints and determine eligibility for money returns• Create and update electronic records of clients• Maintain relationships with key persons• Keep financial statements and documents• Reach the revenue and profit targets.