Business Manager
ROPSTAM SOLUTIONS
مجموع سنوات الخبرة :19 years, 8 أشهر
• Provide virtual assistant support to educational institutions in accessing DDI (ERP) system for data retrieval.
• Corporate account management, lead customer service & sales team on the behalf of Canadian customers.
• Initiated and ensued swift Inter department communication for customer escalated issued and solutions.
• Offered technical support on Live Chat, calls to external customers.
• Defined and devised new strategy for optimal customer experience & support to achieve desired results.
Managing department email alias and catering client/clearing firms requests
Reaching out US clients and counter parties directly for resolutions of clearing issues.
Analysing technical specification for new files
Communicating with internal department and clients directly to iron out any and all details
Conveying detailed analysis of specs to End of Day development team and make sure to keep developers updated if code changes is required
Having an SDLC document prepared, making sure all request from client/clearing firm are listed in detail
After the development is completed, Sending over the release package to QA and once approved moving new files to production
Monitoring new files to make sure everything is smooth
Delivery of End of Day files where task automation is not possible
Monitor & Manage Order Audit Trail System (OATS) to make sure Return on Equity (ROE) rejects and unmatched are managed for clients
Repairing OATS rejects and update client with FINRA case numbers to make sure all rejects and unmatches are documented at FINRA (www.finra.org)
Resolving issues related to recurring OATS rejects and unmatches
Making OATS incident reports for clients with detailed information related to OATS rejects and unmatches
Coordinate transportation, accommodations, and itineraries for domestic and international trips for corporate clients based on client’s needs, budgets, and expectations.
Research, explore and study different travel destination options
Suggest suitable travel options that best suite client’s needs
Book tickets, reserve accommodation, organize rental transportation
Corporate Account Management
Achievement of allocated sales and operations target
Managing Saudi Ministry of Health, Ministry of Defense& Corporate accounts
Managed 3 agents to ensure client requirements are fulfilled as per agreed SLA
Educate clients on travel requirement of International destinations, including visa & driving license etc.
Resolved numerous corporate escalated issues and ensure to provide top notch customer service after sales
Build and maintain relationship with corporate clients
Give GDS, IT and CRM related support for related departments
Managing Travel bookings on GDS (SABRE & AMADEUS)
Ensuring Travel arrangements are made for Saudi Ministries & Corporate clients
Coordinating with Airlines around the world to facilitate corporate & ministry clients and resolve their escalated issues,
Track KPI & prepare KPI reports
Network with representatives of hotel chains to create deals which saved approx. 25% per trip
Utilize the latest sales techniques to upsell products and services to enhance client’s overall experience
Pricing, Fare Analysis, Refunds/Re-issuance, Ticketing of Air tickets
Training new resource prior of their deployment to their assigned locations.
Developed and managed a Corporate and Leisure portfolio of customers seeking cost-effective, knowledgeable travel consultation specifically in the areas of flight arrangements, hotel accommodations, tour packages and excursions.
Conducted comparative evaluations of worldwide travel markets and trends to keep apprised of real time changes and global events directly impacting travel schedules, the economic climate, and consumer attitudes.
Demonstrated skills as a capable travel consultant within a high-volume sales environment during the busiest seasons a time of strain for the world and the travel industry; met challenges to meet a fifteen-day sales quota in a week.
Managed computerized bookings and reservations, corporate and private account management, credit card authorizations, billing, and discrepancy resolutions.
Processed special requests to provide general and special customer populations with supportive services throughout all phases of travel with air-bound vendors.
Contributed to the workplace administratively from new employee training to billing disputes and collections, authorized competitive price adjustments, and negotiated exclusive wholesale arrangements with vendors.
Conducted comparative evaluations of worldwide travel markets and trends to keep apprised of real time changes and global events directly impacting travel schedules, the economic climate, and consumer attitudes.
Ensure compliance with company's procedures for documentation, ticketing, voids, refunds.
Utilized Sabre & Worldspan, proprietary reservation systems, Internet, and vendor websites to research and report on pricing, availability, features, hotel profiles, geographical facts, sightseeing tours, weather forecasts, currencies, entry-requirements, travel advisories, and special events.
Building long-term relationships to prospect and close new accounts as well as service existing accounts in order to market additional Broadband Internet products and solutions.
Provide excellent customer service through accurate account billing, quality customer account maintenance, and timely response to customer needs.
Making actionable and insightful recommendations for new products, extensions, or enhancements
Targeting the market of Broadband Internet and provide desired solution to SME & Consumer Market.
Promote services through conventions, trade shows, public relations, etc.
Telemarketing services to potential clients and assist in coordination and implementation of telemarketing activities by contracting companies.
Observe trainers to become familiar with each personality to provide adequate discussion with and feedback to clients.
Prepare and deliver campaign results in attractive format
Respond to Ad Hoc requirements from Sales team in regards proposal and sales support.
Forecast Future Sales Results
Monitor sales support function
Develop a Sale Support Function
Achievement of allocated Sales targets
Arranging corporate in house campaigns
Maintaining up to date research and statistical data database
Consistently identify new business opportunities and meet with decision-makers to analyze the customer’s requirements.
Responsible for finding and developing strong relationships with referral sources
Evaluating client requirements and offer range of new products & existing products.
Liaising and building relationships with a range of stakeholders
Analyzing the market, including competitors and consumers
Conducts at least 20 new referral and follow-up visits per week
Visiting potential customers to prospect for new business
Making accurate, rapid cost calculations, and providing customers with quotations
Develops a visitation schedule to existing referral sources to maintain and grow partner relationships
Convert dormant customers into active
Writing and distributing press releases
Contributing to and developing long-term marketing plans and strategies
Assists in making prospect calls to potential new referral sources; implements contracts and agreements to ensure that sales goals are met Selling or Influencing Others -- Convincing others to buy Corporate DSL/VPN solution
Provide Corporate support to achieve client satisfaction
Tracks networking efforts and reviews with owners weekly
Key client retention
Coordinating with and reporting to managers to carry out campaigns
Coordination among Nationwide Customer Care Centers regarding Customer Related Queries.
Look after the Official Desk of CYBERNET Customer Services Alias (Nationwide Emails)
Responsible for the supervision of a branch staff within the customer care centre.
Customer Service training to new customer care executives.
TMS (Time Management System) maintenance of sales executives.
Supervising maximum of 4 sales personal in order to bring the desired numbers of accounts required and meeting the set target.
High command over company CRM and system.
Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures.
Achievement of allocated sales targets.
Contributed to the implementation of promotional programs that optimized revenue levels in a saturated market.
Generated repeat business through successful client follow-up.
Acquisition new accounts; maintain and reactivate existing accounts. Coordinate cold calling; process account creation and sell products upon customer’s requirement making strategies to achieve the monthly targets
Conducted Market research, identified emerging market trends, and introduced marketing strategies ..
Led business development and marketing efforts, which expanded the customer base and introduced products into specialty markets.
Worked with new customers in the development of new accounts and the implementation of new systems.
Provide initial contact to elite clientele, responding quickly and diplomatically to client concerns to ensure superior service and satisfaction.
Enhance customer services by organizing & evaluating delivery systems and procedures.
Achievement of allocated sales targets.
Facilitate the customer choosing the best packages according to his/her needs.
Providing Technical Support to Customer regarding Internet Problems.
Making sales calls & tapping the market.
Making courtesy calls to the customers to ensure make payment in his/her account.
Accurately resolving customer queries & issues.
Making strategies to achieve the monthly targets
Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
Diploma in Information Technology, TEC 2003 Languages: Visual Basic, Java and HTML Tools: Access, Power Point, Ms Word, Sql, ASP, .NET, Macromedia Flash, Macromedia Dream Weaver, Macromedia Fireworks, Ms Frontpage, Adobe Photoshop, Corel Draw and many more applications.
Learnt making graphic designing working on Adobe Photoshop. Learnt making Animation working on Macromedia Flash. Learnt creating webpages working on Macromedia Dreamweaver
Intermediate, London College of Management, Karachi 2000 – 2002