Sales Support Executive
British Airways
مجموع سنوات الخبرة :27 years, 4 أشهر
I am part of the Sales Support team that looks after 10 countries in Middle East and Central Asia (MECA). Some of the main job responsibilities that I have are as follows.
▪Managing trade support and corporate support in boxes. Handling queries related to fare rules, deal fares, name changes, BSP activation, waiver requests, etc. from the travel agents and top corporates. The turnaround time for these mail boxes is maximum 24 hours.
▪Conducting workshops for travel agents to familiarise them with BA product and fare rules.
▪Handling incoming and outgoing rebate requests.
▪Managing these entire processes from start till the end - SMAs for all the incentivised agents in MECA, front line incentives for agents in MECA, super incentives for agents, empowerment requests from AMs, special waiver requests from agents.
▪Creating and publishing pages on the travel trade website and sending regular communications to all agents in MECA.
▪Handling group requests from Agents and the Sales shops.
▪Preparing various monthly reports like empowerments, rebates, groups, incentive, etc.
▪Handling GOBA ticket requests from prize winners.
* Office In Charge - British Airways Sales Shop - Since Nov '05
* Looking after day-to-day operations of the entire sales shop (ticketing counter and the call center) . Seeing to it that good service levels are maintained at the sales shop.
* Coordinating with revenue management so as to minimize no shows and DNBs and maximize yield on the flights.
* Analyzing the market trends and keeping an eye on competitors and advising the sales team of the same.
* Setting targets for individual team members and regularly review it.
* Ensuring that staffing levels are adequate and preparing rosters to cover the call centre and ticketing operation.
* Conducting weekly meetings with the team to get feedback from them about the market and keep them briefed about new company policies and updates.
* Conducting trainings for new staff related to Amadeus, BA holiday's system, ticketing and fares.
* Handling CR cases (complaints) from passengers.
* Developing strong relationships with key customers in order to develop a strong brand loyalty to BA.
* Visiting key travel agents and corporate to create rapport and get feedback.
Supervising and managing the ticketing counter, BA Holidays counter and staff travel counter.
Supervising and managing the call center. Doing regular pre-flight checks.
Selling British Airways Holidays packages to walk in customers and to travel agents on the phone.
Doing ticketing for walk in customers and travel agents and also handling staff travel.
Handling approx 100 calls a day from passengers and travel agents.
* Telesales Agent - May '98-Jul '00
* Handling approx 100 calls a day from passengers and travel agents.
* Awarded Employee of the month reward in Oct '99 for outstanding performance in the telesales department.
* Did business of AED 5 million for BA Holidays single-handedly (exceeding the target by 20%) from Jan03 to Jul03.
* As telesales supervisor had been successful in consistently maintaining ACD service levels over 85%.
* May '97-Apr '98 at Ruia Hospitality Ltd, Mumbai as Counter Staff
* Dec '96-Apr '97 at Blue Skies Travels, Mumbai as Reservation and counter staff
* Apr '94-Jul '94 at Air India Ltd, at the Mumbai Sahar Airport as a Trainee Customer Service Assistant
* Bachelor of Arts (Graduation) from Osmania University in India in 1997.
* Diploma in Computer Programming from Indo-German Institute in Mumbai, India in 1995.