Acting Project Manager
HolidayME
Total years of experience :13 years, 8 Months
Interviewing and hiring work-from-home (freelance) agents based on a strict testing process and criteria.
•Training new candidates on the business processes of the company and ensuring their readiness to take on the work before the assignment of any tasks.
•Handling and following-up on all the back-end operations of the freelance agents until their sales are successfully closed.
•Providing support and motivation at all times to the team, to boost sales and help meet monthly targets.
•Preparing productivity reports for all the agents, and conducting refreshers for agents as needed, to ensure they are all at equal levels.
•Making sure targets are met on a monthly basis - proven track record of achieving them
•Monthly Sales forecast
•Documenting all the process and procedures for the department
•Handling payroll hand in hand with Finance for all agents in the project
Created training schedules and prepared the relevant material through the necessary research and the appropriate presentation tools.
•Created the quality monitoring form and guidelines for customer service agents.
•Trained newly-hired travel consultants on the basics of the job and the process to follow when interacting with customers.
•Created modules on a self-training system (MindTickle), related to the various destinations promoted by the company, including information on hotels, tourist attractions, family activities, etc.
Researching various destinations and means of travel to determine prices, tickets, accommodations and other aspects of travel to custom complete travel packages.
•Supplying travellers with pertinent information and useful travel/holiday material (guides, maps, event programs, ).
•Maintain accounts for travel agencies.
•Involved with the marketing team in creating promotional materials to assist in loading them in various touch points.
•Created sales processes
•Addressing arising clients concerns and determining eligibility for service recovery.
•Attending conferences to maintain familiarity with tourism trends.
•Creating, updating and maintain electronic client records.
•Communicating and liaising with suppliers all over the world to create and maintain lasting relationships
•Created and maintained daily sales report
Implemented company’s policies and ensured the smooth and efficient operation of the store.
•Initiated required action for response to supervising customer service requests for order to changes
•Maintained customer information files and communicated changes to the appropriate personnel/departments.
•Ensured, provided and maintained quality service to both internal and external customers.
•Assisted with creating the account process, and cascaded it to team members
•Accessed the company’s internal systems to obtain and extract order information and provide customer service management with the data to be included in various scheduled and special reports.
Ensured competent quality execution of all regular purchasing duties and administrative works.
•Maintained complete updated purchasing records/data and pricing in systems.
•Scheduled store visits and conducted competitor survey.
•Executed and monitored all regular purchasing duties.
•Monitored claims made to factories and vendors for defects, shortages and missing parts.
•Supported relevant departments with quotations for the purpose of tenders.
•Coordinated with suppliers to ensure on-time delivery.
•Sourced, selected and negotiated for the best purchase packages in terms of quality, price, terms, deliveries and services with suppliers.
•Purchased and issued orders in accordance to specifications.
•Planned and managed inventory levels of materials or products.
•Monitored inventory level optimization.
•Represented the company in meetings to negotiate contracts and policies with suppliers.
•Identified and recommended cost saving opportunities.
•Reported weekly purchase order statistics to the Inflight Service Manager.
•Developed constructive and cooperative working relationships with suppliers and maintained them over time.
•Provided guidance and direction to subordinates, including setting performance standards and monitoring performance.
•Identified developmental needs of subordinates and provided coaching improve knowledge or skills.
•Looked into various strategy to find the best products at the best prices and best terms.
•Worked with the cabin crew for duty free item promotions and sales training.
Handled UAE TA’s for modification, cancellations, name change & system issues
•Assisted Travel Agents in bookings & reissuance.
•Created bookings for groups
•Handled rebate tickets (FOC) from travel agents.
•Coordinated with embassies, customers, agents and sub agents.
•Maintained appropriate relationships with consulates/embassies to ensure timely processing of visas in an orderly manner.
•Handle visas & immigration applications as per the corporate requirements.
•Conferred with customers by telephone in order to provide information about products and services, to take orders or cancel reservations/accounts, or to obtain details of complaints.
•Gathered information regarding customer needs, developing trends and other data which may be of interest to the marketing and sales departments.
•Met the monthly (revenue, calls & quality) targets to reach the maximum level of punctuality & productivity