Key Account Manager
ITL Leisure Tourism and Travel Company
Total years of experience :12 years, 7 Months
- liaise with corporate contacts, build and develop relationships, target MNC accounts.
- assist with the preparation of contractual agreements and ensure that these are fully adhered to.
- Work with the province manager, devise a detailed plan that maximize business for both retail & corporate.
- ensure corporate meets its set targets.
- effectively solve problems with corporate and increase business share.
- prepare proposals, presentations and contact reports .
- evaluate corporate payments and recommend for revision of credit terms if necessary.
- ensure partnership with potential corporate for Roadshows to promote ITL products as necessary.
- Provide reports and analysis (MIS) to corporates as required.
- monitor market and introduce if any new business opportunity apart from traditional way of business.
- Establish and build effective and productive relationships within the corporate .
- Keep up to date information about the market happenings, e.g. News and competitive activity.
- Work with operations team and give necessary updates about corporate.
- Monitor corporate business and visit them to check if our operations managing services as per SLA.
-Work closely with Province manager to inform, promote and deliver corporate partnership programs.
- Attend internal meetings, seminars, working groups, provide reports and analysis as required.
- support Province manager as required.
a. To lead a team of people to achieve operational deliverables in terms of targets, ensuring customer satisfaction & build relationships.
b. Prepare and analyze consultants and team’s performance reports (Up sell, Cross Sell, & Directional Selling
c. Manage team’s work schedule, attendance and take appropriate actions if necessary.
d. Guide and mentor team members from a process perspective to ensure delivery of SLAs
e. Manage and resolve escalations and issues raised by customers and the implant consultants.
f. Allocate work and tasks to the team.
g. Administer performance figures and manage real time issues to ensure customer requests are met in line with service level agreements, manage resources in an effective way.
h. Promote continuous process improvement: encourage team members to contribute to improvements; foster an environment where team members feel able and willing to offer ideas.
i. The implant team Supervisor will be involved in direct client contact and will be responsible for the achievement of quality service, profitability and productivity goals.
j. Lead and develop team effectiveness through 1 to 1 coaching, feedback, performance reviews, quality checks, regular team meetings and formal appraisals. Track ongoing performance and observe / monitor individual results.
k. Master in-depth knowledge of client profile involved in implementation of new clients and attend client review meetings along with the Client Relationship Manager/KAM
-Plan and sell transportations, accommodations, other travel services.
-Cooperate with clients to determine their needs and advise them appropriate destination, modes of transportations, travel dates, costs and accommodations
-Provide relevant information, brochures and publications (guides, local customs, maps, regulations, events etc) to travellers
-Book transportation, make hotel reservations and collect payment/fees
-Use promotional techniques and prepare promotional materials to sell itinerary tour packages
Deal with occurring travel problems, complaints or refunds
-Attend travel seminars to remain updated with tourism trends
-Enter data into our software and maintain client files
Network with tour operators
-Maintain statistical and financial records
-Meet profit and sales targets.
- Maintained close liaison with customers on issues relating to bookings.
-Ensured all issues relating to ticketing complied with best practice.
-Effectively contributed towards strategy developments.
- Monitored and communicated airline schedule changes and flight cancellations.
- Checked all manifests against information booked.
- Issued airline tickets for bookings in line with contracts.
• Worked well to achieve targets and ensured that all queues and updates were regularly checked.
• Utilized all preferred Airline contacts.
• Handled internal and external calls, offering the highest level of customer service.
• Managed database and back office as required.
Provide information and suggestions to the clients on the best destinations for travel according to the travel time during
the year, tour packages, accommodation, transportation, international driving licenses .
* Handling leisure packages & ticketing booking for Retail & corporate customers for all over the world.
\[ MCIT \] Scholarship 2011 :
Sponsored by Ministry of Communications and Information Technology and YAT LEARNING SOLUTIONS co.
- Duration : 9 months.
- Certifications:
• MCTS (70-432)
TS: SQL Server 2008, Implementation and Maintenance.
• MCTS (70-433)
TS: SQL Server 2008, Database Development.
• MCITP(70-450)
PRO: Designing, Optimizing and Maintaining a Database Server Infrastructure using Microsoft SQL Server 2008.
• MCITP(70-451)
PRO: Designing Database Solutions and Data Access using Microsoft SQL Server 2008.
CONTACT Certificate CENTER REPRESENTATIVE SCHOLARSHIP Sponsored by Ministry of Communications
and Information Technology and YAT LEARNING SOLUTIONS co.
>Duration : 3 months.
Key learning Points :
• Using communication skills to exceed customer expectations.
• Customer care and call handling skills.
• Dealing with difficult customers and situations skills.
• Self-management skills.
* " I have achievement certificate from CCLS (call center learning solutions) "
Master of Business administration (MBA)
Bachelor / Tourism Studies Faculty of Tourism and Hotels Management, Helwan University 2008.....Graduation Grade: Very Good. 82%
