Aneel Ajwad Butt, CHBA

Experience

• 

  Various Roles in Contact Centers

  Jan 1996 - May 2007

  Customer Service Representative

  Responsible for In-bound / Out-bound operationsSales, Customer Care and Complaint ManagementWon various awards for top performance

• 

  Wateen Telecom

  Jan 2008 - Feb 2011

  Assistant Manager

  Part of launch team of the company and led a team of 25 customer service professionals across three departments within customer service division – Dispute Resolution, Outbound Operations and Retention Services. Managed various projects for enhancement of customer service such as: developing customer service portal – implementing CISCO Unified email manager – developing outbound dialer and its integration with inbound operations – fraud management – quality assurance and bill delivery. Reduced the number of escalations by 21% in 2010 compared to previous year. Generated over 10 million Rupees revenue via retention services for the company in 2010. Acted as single point of contact from customer service division for all government relations and regulatory affairs. Conducted trainings, seminars and coaching sessions for the customer service division by identifying areas of improvement and developing action plans to implement the improvements. Worked alongside with top management of the company to develop various reporting mechanisms, analysis, strategies and planning for enhancing customer experience. Show less

• 

  Rotana Hotel Management Corporation PJSC

  Mar 2011 - now

  Leading various departmental sales activities and action plans for maintaining and development of existing accounts as well as acquisition of new accounts.Relationship builder between the various internal and external stakeholders that are involved in the particular Key Account to optimize their performance.Securing Rotana’s market share via implementation of various strategies and marketing plans for revenue optimization of Key Accounts at global, national and property level.Leading the Long Term Segment for Dubai & Northern Emirates Market and responsible for maintaining sales budgets and forecasts in 14 properties ranging from three stars to five stars and hotel apartments.Managing a portfolio of Local and International Key Accounts with combined revenue target of over AED 75 million. Show less Leading the Long Term segment for Dubai and Northern Emirates markets via proactive and reactive sales initiatives; targeting more than AED 70 million for 2013.Managing negotiations of all Long Term contracts for Dubai and Northern Emirates ensuring maximum conversion rate; YTD averaging 63%.Leading the Corporate office team in re-engineering the business processes of Long Term segment for purpose of standardization across the company.Assisting Area Sales Office leaders with initiative of further developing new or non-key corporate accounts in Long Term segment for revenue optimization.Managing the Long Term segment from a strategic point by regularly meeting internal stakeholders to stay on track for selling strategies, budgets and forecast.Managing the Long Term accounts for their daily business requirements; account reviews, site inspections, entertainments.Monitoring the industry market trends via SWOT analysis, market surveys, competition comparisons and other market intelligence measures. Show less Launched the Long Term segment as a full integrated unit of area sales office. Developed rate structures in line with budgets and forecasts for 11 hotels across Dubai & Northern Emirates. Part of pre-opening team of a three star hotel, five star hotel and deluxe hotel apartments. Initiated sales plans and participated in pre-opening sales activities of the hotels. Exceeded the Long Term segment yearly revenue budget by 8.3% in 2011 and exceeded the yearly room nights’ budget of the Long Term segment by 6% in 2011. Year on year growth of personal accounts portfolio increased by 30% on average in 2011. Conducted SWOT analysis and Rates analysis to ensure competitive edge in the market. Managed a portfolio of Long Term accounts – local and international. Negotiated and prepared Long Term contracts for volume producing accounts at local and international level. Assisted new hires with systems training and coaching through joint sales meetings. Show less

  • Complex Director of Sales

    Mar 2020 - now

  • Director of Sales

    Jul 2016 - Feb 2020

  • Key Account Manager

    Apr 2014 - Jul 2016

  • Sales Manager - Long Term Contracts

    Jan 2013 - Apr 2014

  • Sales Executive - Long Term Contracts

    Mar 2011 - Dec 2012