Adnan Hanif

Experience

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  Swiss International Air Lines

  Mar 2005 - Mar 2006

  Reservations Sales Agent

  • Main Duties Include loading & unloading stock.• Issuing & reissuing of Tickets (Manual and ATB).• Issuing Award Tickets for Swiss members. • Preparation of invoices and counter Sales Reports.• Research travel deals and evaluate prices and services. • Managed and processed all travel-related documentation, including payments, itineraries, visas, and insurance

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  Etihad Airways

  Jul 2006 - Apr 2007

  Reservation and ticketing agent

  • Assisted with any travel-related issues that may arise.• Created reservations for customers based on their various requirements and budgetary allowances.• Planned travel accommodations, booked flights, hotels, and car rentals, and coordinated activities.• GDS knowledge of complex itinerary pricing, fare rules and issuing tickets.• Analyzing and preparing sales reports.• Also worked occasionally at Lahore airport to fulfill functional requirements.

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  Saudi Arabian Airlines

  Sept 2007 - Jun 2008

  Customer Service Agent

  • Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.• Enhanced productivity by staying on top of call scripts and maintaining control over the direction of conversations.• Adapted to new applications and maintained knowledge of current technologies.• Achieved high satisfaction rating through one-call resolutions of customer issues.

• 

  Etihad Airways

  Jun 2008 - Mar 2023

  • Pricing of group booking requests, utilizing a range of RM data (booked loads, forecasted loads, competitor fares) to perform an economic evaluation of requests for group space on EY flights.• Generated incremental revenue by directing group traffic away from peak flights to off-peak flights.• Optimized network revenue by ensuring group space is confirmed only if the fare level is high enough so as not to displace revenue that would have been achieved anyway through individual sales.• Produced regular reporting on group materialization rates and addressed poor performance with sales teams and raise with HCRM and Sales RGM.• Maximized utilization of group seats by ensuring group terms & conditions are being applied by sales. Proposed corrective actions for persistent poor performers.• Ensured agreed service level agreements are achieved to assist sales response to the market and not to put potential sales in danger.• Continuously developed systems policies & procedures to improve the quality of systems in the evaluation and ensured correct policies & procedures were applied for groups.• Took the initiative to review processes and optimize system enhancements to increase revenue.• Regular liaison with the revenue protection manager and team to ensure smooth and errorless auditing is taking place; to ensure revenue recovery for any policy violation related to group business. Show less • Led and motivated team to maintain performance levels and achieve agreed sales targets contributing to the company's objectives.• Supported implementation of new technology and work methods to sustain ongoing process and quality improvement processes.• Ensured team members are kept up to date via communications on Etihad products and services, policies, and procedures to ensure the accuracy of the information and correct implementation.• Took initiative to continuously enhance self and team's sales skills.• Engaged in performance reviews and tailored employee feedback to facilitate professional development.• Resolved employee relations issues and navigated disciplinary proceedings.• Analyzed Key Performance Indicator (KPI) data to identify trends and achieve departmental goals.• Liaise with other interdepartmental units (e.g. operations support, quality and compliance etc.) regarding issues/areas of common interest pertaining to the assigned team. Show less • Preparing reports and maintaining reporting data to support continuous improvement of Global Contact Centre operations. This includes daily, weekly, monthly, and annual sales incentive programs, Market & skill-specific, and distribution of reports to all stakeholders.• Monitored real-time performance against established service level objectives and adjust schedules as needed.• Allocated agents to various skills according to identified agents' skill sets to maximize productivity for all skills to achieve the required Service Level Agreements.• Balanced workload allocations across multi-site & update current-day rosters as per real-time workload analysis.• Managed breaks and their adherence of all agents across multi-sites, identified any overtime requirements for day/month & coordinate with Team Leaders/Performance managers.• Published daily operational performance reports related to call volume, abandoned calls, average handle time, and service level for multiple sites. Show less • Provided clear and concise direction, support, and guidance to the team through effective coaching. • Developed effective relationships with other teams and departments• Acted as a role model to others whilst striving to achieve high standards of performance and customer service. • Ensured full adherence to the company's Health & Safety policy and procedures.• Ensured all staff maintains efficient, professional relationships with internal and external customers.• Identified and implemented improvements to enhance the customer experience and operational efficiency. Show less

  • Revenue Management Analyst

    Jan 2014 - Mar 2023

  • Team leader Contact Center

    Dec 2011 - Jan 2014

  • Business Assistant

    May 2011 - Dec 2011

  • Acting operation Team leader

    Aug 2010 - May 2011

  • Contact Center Agent

    Jun 2008 - Aug 2010
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  Qatar Airways

  Jul 2023 - now

  Senior Analyst Revenue Management