Experience

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  Travel zone lahore

  May 1999 - Feb 2002

  Sales manager

  Develop and implement effective sales strategies and tactics to increase market share and meet revenue targets. Lead, train, and motivate the sales team to enhance their performance and productivity. Set clear sales targets for the team and monitor their progress towards achieving goals. Build and maintain strong relationships with key clients and prospects to ensure customer satisfaction and loyalty. Conduct market research to identify potential customers, new opportunities, and emerging trends. Compile and analyse sales data, generate regular reports for management, and make informed decisions based on insights. Prepare and deliver persuasive sales presentations to clients, showcasing products or services' benefits and unique selling points. Collaborate with clients to negotiate pricing and contract terms that align with company profitability. Identify areas for process improvement within the sales department and implement solutions to increase efficiency. Manage the sales budget efficiently, ensuring optimal allocation of resources to support sales activities. Collaborate with marketing, product development, and other departments to align sales strategies with overall company objectives. Stay updated on industry trends, competitor activities, and market developments to capitalize on emerging opportunities. Show less

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  Omeir travel agency

  May 2000 - Aug 2000

  Reservation & ticketing agent

  Worked with Omeir Travel Corporate offices (ADMA ,ADGAS ,ADNOC) & GSA Offices British Airways, Gulf Air , Cathay Pacific , Royal Brunei Airlines , Singapore Airlines , Oman Air , Qantas and Royal Jordanian Airlines in Abu Dhabi & Al Ain cities. Assist customers in person, over the phone, or via email with travel inquiries, itinerary planning, and ticket booking for various destinations. Provide accurate and up-to-date information about flight schedules, availability, fares, travel packages, and other travel-related services. Process flight reservations and ticket bookings through computerized reservation systems, ensuring all details are recorded accurately. Issue electronic tickets or paper tickets and confirm reservations with airlines or other travel providers. Handle ticket changes, cancellations, and refunds in accordance with the agency's policies and airline regulations. Keep abreast of airline policies, fare rules, and travel regulations to provide customers with the most relevant and current information. Upsell & promote additional services, such as travel insurance, hotel accommodations, car rentals& tour packages, to enhance the customer's travel experience.Collaborate with airlines & other travel suppliers to negotiate & secure competitive rates & deals for clients.Maintain customer records, profiles & travel preferences in the reservation system for future reference & personalized service. Respond to customer inquiries & resolve complaints or issues related to reservations,ticketing or travel arrangements in a professional & customer-centric manner. Stay updated with industry trends, travel advisories & changes in travel documentation requirements to advise customers accordingly. Process payments & handle financial transactions accurately & securely.Coordinate with other departments within the agency,such as sales & customer service, to ensure a seamless travel booking experience for clients.Work as part of a team to achieve individual & agency-wide Show less

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  Emirates

  May 2002 - Oct 2014

  Senior customer sales & service agent

  To ensure the highest standard of customer service is provided to Emirates customers, provide them with details on Emirates fares and actively issue online tickets. ➢ To ensure all necessary airline rules & regulations are incorporated and that the customer request is met in order to provide them with excellent service. Highlight legal requirements covering customer’s journey such as passport, visa & health requirements.➢ Guiding & supporting junior staff & keeping updated with relevant changes in the industry & EK products.➢ Handle Umrah Groups, Heimtax Exhibition Groups, Najaf Iraq Groups, Syria Groups, Iran Groups Handle Groups Reservation & issue Group Tickets. ➢ Issue and Re-Issue Emirates Tickets, Difference of Fare MCO ,Refund MCO (R-MCO). ➢ To enhance Emirates revenue earnings by providing options to customer on all products and services such as Skywards membership, DBB, Dubai stopovers, Emirates Holidays, Skywards Redemption Tickets , Purchase of miles and upgraded fares. ➢ Issuance of All types of MCO's and Refund process Lost Tickets and time barred Tickets. ➢ To ensure all necessary ticket related documentation is filed, time tables & brochures updated, sales and promotional material properly displayed on individual counter.➢ Assist Mishandled passengers such as NOREC/DNB to reduce Passengers Complaint.➢ Support the junior staff & Customers to resolve difficult issues & problems pertaining to Reservation & Ticketing on daily basis. ➢ Book and issue Denied Boarding Compensation ( DBC ) Tickets. ➢ Book Emirates Holiday Packages with Hotel Quotations and issue Payment Voucher➢ To support Travel Agents by assisting them in making bookings with special arrangements.➢ Advise & guide Travel Agents on quoting special fares and completing ticketing formalities➢ Issue Staff Concessional tickets, Staff Duty Travel Tickets, Staff Training tickets, Emirates Retiree Staff Tickets & Staff friend and families Tickets. Show less

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  Travel lead ( iata )

  Jan 2015 - now

  Senior customer sales & ticketing manager

  Supervising and leading a team of sales representatives, providing guidance, support, and motivation to achieve sales targets. Ensuring a high level of customer satisfaction by overseeing the delivery of exceptional customer service throughout all interactions, resolving escalated issues promptly. Collaborating with the sales team to devise effective sales strategies and tactics to maximize revenue generation and customer acquisition. Engaging in the sale of airline products, managing Umrah packages, and overseeing both corporate and general accounts. Conducting market research and analyzing industry trends to identify new business opportunities and stay ahead of the competition. Establishing and maintaining strong relationships with key clients, travel agencies, airlines, and other stakeholders to foster business growth and secure long-term partnerships. Ensuring strict adherence to International Air Transport Association (IATA) guidelines and regulations in all travel-related processes, transactions, and documentation. Responsible for budget planning & allocation for sales & customer service activities, optimizing resources to achieve desired outcomes. Preparing & presenting comprehensive sales & customer service reports to senior management, highlighting achievements, challenges & actionable insights. Continuously evaluating and improving sales & customer service processes to increase efficiency and effectiveness, contributing to overall business growth. Ensuring all team members comply with company policies, ethical standards, & legal requirements in their sales and customer service practices. In charge of overseeing daily operations and providing overall supervision for Reservation & Ticketing activities. Handle & maintain relationships with Airlines, Corporate clients, sub-agents & other relevant entities. Lead the team engaged in sales operations activities including Reservations & Ticketing, Group Sales, Sales Support, Sales Systems & Sales Administration. Show less

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  Dnata

  Mar 2017 - May 2017

  Senior airport service agent

  Providing excellent customer service to passengers during their journey, assisting with check-in, boarding & disembarkation processes. Ensuring proper handling, tagging & transportation of passenger baggage to ensure smooth luggage flow. Coordinating with the airline & ground staff to ensure timely departure & arrival of flights. Complying with airport security regulations & safety protocols to ensure the well-being of passengers & crew. VIP & Special Assistance: Offering personalized service to VIP passengers and travellers with special needs, ensuring their comfort & convenience. Managing passenger documentation,ticketing & other necessary records with accuracy & attention to detail. Handling passenger inquiries, complaints & resolving issues professionally & efficiently. Maintaining effective communication with the airline, ground staff & other airport departments to facilitate smooth operations. Welcome travellers & confirm their documentation during the check-in process at Airport in Lahore. Acts as a liaison with Head Office functional departments & outstations to gather information & conduct background investigations related to customer feedback & complaints. Assisting in the process of locating & returning lost or mishandled passenger belongings. Readiness to manage emergency scenarios, adhering to established protocols & offering necessary aid as needed.Promoting & facilitating passenger upgrades and additional services,such as lounge access & priority boarding. Assisting passengers with baggage claims & coordinating with the baggage handling team.As a member of the Customer Care team, diligently fulfil routine reporting obligations & adhere to escalation processes.Additionally, take charge of identifying noteworthy emerging trends to inform management.Ensuring compliance with company policies,airport regulations & industry standards. Resolved customer requests, questions & complaints by analyzing individual situations & determining best use of resources Show less