Walid A.

Experience

• 

  Afriqiyah Airways

  May 2005 - Dec 2009

  Customer Service Representative
• 

  British Airways

  Feb 2010 - Dec 2014

  Principal Accountabilities• Accountable for delivering Quality Revenue, country target, premium market share and Cost of Sale and manage it against agreed commercial plan.• Accountable to use marketing initiatives to deliver revenue target, support and promote tactical campaigns.• Maintain / maximise and identify / develop revenue opportunities through a successful working relationship with major Corporates and key agencies.• Build partnerships with agents to grow business.• Focus on long term planning and establishing of milestones.• Apply call planning and feedback, contributing to required reports.• Manage accounts as identified to best deliver revenue results, through the trade corporate, direct and specialist channels.• Manage the negotiation / strategy process, within the agreed corporate strategies.• Manage the deal performance review process including renewals.• Maintain account databases, analyse and monitor deal performance and forecast accurate results.• Ensure all relevant data is filed, tracked and reported according to BA standards.• Identify and prospect for new revenue opportunities and follow up identified sales leads.• Plan and present promotion events.• Assemble and communicate marketing intelligence information.• Develop and integrate BA products to customer business schemes, identify and exploit new markets opportunities in cooperation with Commercial Support Executive and Retail Sales.• Monitor local pricing and feedback to revenue development.• Contribute actively to the preparation and implementation of the country business plan.• Work closely with Retail Sales, Marketing and Customer Service to deliver cohesive customer proposition.• Drive and Retain Corporate selling in Libya as applicable.• Support enquiries from Global Sales Department.• Contribute to development of revenue, cost budgets and marketing plans. Show less Principal Accountabilities• General sales support for account manager and marketing service executive.• Ensure all deals are correctly filed and set-up.• Deal with general sales office enquiries from key corporate/agent contacts. Help account manager to build external relationships.• Keep all sales contracts/files/deal information/stocks/activities - audit compliant.• Plan, organise and support familiarisation trips/trade meetings.• Administer and record SIPTs/GOBA requests.• Maintain/update SBC site, and if nominated SBC champion be accountable for recruitment and usage figures.• Communicate and administrate key corporate and trade sales material such as contracts, notifications of changes in policy etc.• Support and finale escalated ADM enquiries to manage relationships.• Support sales manager with key sales reports (via RAS) and presentations.• Organise and support ticket stock distribution to appointed travel agencies. (NO BSP).• Top trade servicing support for non-standard matters (top trade defined as those with S&M agreements)• Liaison point for any specific local customer relations matters outside of the normal process.• Maintain IATA agency database.• Liaison with airport on any commercial matters involving the operation.• Distribution of fares depending on structures and market needs.• Join in on tactical sales blitzing in support of field sales.• Provide any local logistical support to any marketing organised events such as trade fairs and exhibitions. Show less Principal Accountabilities• Answer all customer enquiries professionally and effectively.• Maximise direct sales on an individual and team basis by developing a proactive selling mind and applying latest marketing policy and product knowledge.• Effectively communicate British Airways product ranges and fares and ticketing conditions with the highest customer service and accuracy.• Capable of operating a computerised airline reservation system and accurate data entry into British Airways systems.• Maximise the revenue contribution and yield mix of British Airways within agreed cost of sale targets through the effective use of all available sales and telesales tools• Recognise and acknowledge Executive Club (EC) members and all aspects of EC. Actively contribute towards the promotion of EC.• Keep up-to-date on products, services, commercial policies, operational updates and systems.• Active usage and knowledge of all e-commerce tools (ba.com, baholidays.com, speedbirdclub.com).• Monitor competitors’ activities and maintain awareness of competitors’ services and fares. Monitor CRS displays, pricing and availability to ensure maximum opportunity for sales.• Support ATL and BTL marketing campaigns.• Support BAH sales by means of proactive sales.• Maintain a visible and participative style, being enthusiastic, responsible, motivated and responsive to customers.• Take the responsibility of any specific functions or tasks, which have been attributed to him/her within the management team.• Handle refunds within corporate guidelines.• Gather and make use of market intelligence.• Work closely with the field sales team to develop and increase our market share.• Present a professional and favourable image of British Airways at all times. Show less

  • Account Manager

    Dec 2011 - Dec 2014

  • Commercial Support Executive

    Feb 2011 - Dec 2011

  • Retail Sales Agent

    Feb 2010 - Feb 2011
• 

  Allianz Partners

  Apr 2015 - now

  Client Service Officer