Assistant Customer Service & Tourism Manager
M. Almulla Tourism & Travel
Total years of experience :16 years, 9 Months
• Lead and manage a team of 06 customer service agents
• Plan, assign and monitor work tasks for optimum team efficiency
• Perform quarterly staff performance evaluations
• Identify and address development needs
• Formulate and implement customer service policies and procedures
• Determine customer service requirements through surveys
• Analyze data to identify strategies for improvement of service and productivity
• Resolve escalated customer service issues.
• Coordinating with the senior management team to develop & implement plans for the operational infrastructure of the Office.
• Handling both Inbound & Outbound Holiday & Tour packages from creating itinerary to sales.
• Cold call as appropriate within the market
• Booking appointments and Scheduling meetings & assisting the Manager with his Calendar.
• Manage all operational work by analyzing to ensure all resources are maximized and efficiency is improved on an ongoing basis.
• Ensures all operational processes are regularly reviewed for continuous improvement, efficiency and effectiveness
• Identifying opportunities for campaigns, services, and distribution channels that will lead to an increase in sales.
• Assistance with tourist visas to different countries in the world.
• Track and record activity on accounts and help to close deals to meet these targets.
• Assisting the team with Invoices, Payment receipts & vouchers & updating Sales report on day to day basis.
• Tracked customer interactions from order through billing
• Performed efficient troubleshooting of account issues
• Established comprehensive customer data base
• Co-ordinate focus groups and customer satisfaction surveys
• Recommended improvements in service procedures
• Coached new recruits
• Prospect for potential new clients and turn this into increased business.
• Handling both Inbound & Outbound Holiday packages from creating itinerary to sales.
• Cold call as appropriate within the market or geographic area to ensure a robust pipeline of opportunities.
• Booking appointments and initial consultations.
• Manage all operational costs by analyzing and challenging the cost base to ensure all resources are maximized and efficiency is improved on an ongoing basis.
• Coordinate with the senior management team to develop and implement plans for the operational infrastructure of systems, processes & Sales
• Ensures all operational processes are regularly reviewed for continuous improvement, efficiency and effectiveness
• Work with technical staff and other internal colleagues to meet customer needs.
• Identifying opportunities for campaigns, services, and distribution channels that will lead to an increase in sales.
• Periodically reviewing client database to improve customer relationship
• Regular review of customer comments and feedback, resolving any customer complaints
• Make plans that the team is working toward a common goal.
• Accountable for successfully managing and motivating the team. Mentoring staff, managing performance.
• Assistance with tourist visas to different countries in the world.
• Using knowledge of the market and competitors, identify and develop the company’s unique selling propositions and differentiators.
• Ensure that data is accurately entered and managed within the company’s CRM or other sales management system.
• Forecast sales targets and ensure they are met.
• Track and record activity on accounts and help to close deals to meet these targets
Reservations - bookings, cancellations, rescheduling of tour flights.
Assisting the Manager with contracts / schedules / roster.
Handling multinationality customer enquiries.
Direct tele interaction with clients.
Email, reverting & follow up on daily basis.
Telephonic bookings & interaction directly with DMC's
Arrangement of events on special request from the client - online or manually.
Updating invoices on Peachtree & sending across same to the clients.
Follow up on payments.
Reporting to managers along with task report on daily basis.
Telecalling clients & customers on daily update of the product & price (max 100calls a day).
Hotel Bookings & reaching Targets
Assistant to the General Manager & the Sales Manager.
Arranging meetings & noting minutes of the meeting & the same to be circulated within the team.
Telecalling on daily basis to random companies taken out from internet & informing them about the hotel offers (Maximum 100 - 150calls per day).
Arranging & booking Tours & packages for the guest
Mail follow ups- reverting
Handling Guest queries
Admin duties - Taking Telephonic Interviews & Scheduling Final round of Interviews.
Travel Arrangements.
Visa issuing -Tourist & Transit Visa
Interact with customers.
Calling Inactive & active consultants about Oriflame Products & Offers (Maximum 300calls per day).
Supervising 50 active consultants every month.
Arranging prospecting programs & events on new products.
Complete knowledge of all Products & make up, Skin care.
Taking & placing Orders.
Managing cash counters.
Handling customer queries.
Handle Workshops.
Grooming Trainings (Make up &Skin Care) & Oriflame Product information.
Voice Process.
Awarded as Best Customer Service Executive for the month of May 2010
for the period of 6 months on Contract Agreement.
Reservations - Hotel & flight Bookings for the Manager & the team.
Assistant to the General Manager.
Arranging meetings &taking down minutes of the meeting & the same to be circulated within the team.
Handling Admin work related to the staff.
Mail follow ups- reverting on daily basis
Worked for St. Mary’s Institute of Computer Education, Kundapur as a Computer faculty & as an Office Assistant for 2yrs
Key responsibilities
Educating children with Basic computer knowledge from grade 1 to 10.
Scheduling timetables & syllabus for the kids.
Arranging practical sessions on computer for kids.
Taking care of the school admin work related to admission / fees / annual functions.
Educating children with Basic computer knowledge & Usage.
Scheduling timetables & syllabus for the kids.
Arranging practical sessions on computer for kids.
Taking care of the school admin work related to admission / fees / annual functions.
Reservation counter.
Announcement.
Check - In
Boarding gate (PFA)
Floor-Walking.
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