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RAMANPREET ANAND, AREA CUSTOMER SERVICE MANAGER - MIDDLE EAST & IRAN

RAMANPREET ANAND

AREA CUSTOMER SERVICE MANAGER - MIDDLE EAST & IRAN·BRITISH AIRWAYS

United Arab Emirates

Diploma,

Work experience

Total years of experience: 31 years, 11 months

AREA CUSTOMER SERVICE MANAGER - MIDDLE EAST & IRAN

September 2008 - Present

BRITISH AIRWAYS

Dubai, United Arab Emirates

September 2008 - Present

Working as Area Customer Service Manager-Middle East & Iran based at Dubai. Handling a team of 21 direct & GSA staff, responsible for CS activities across 7 countries (11 stations) i.e. UAE, Qatar, Bahrain, Oman, Saudi Arabia, Kuwait and Iran, which contributes £12m to the business. Directly reporting to Regional CS Manager, ME South Asia and Africa, the job entails:
 Devise and implement short, medium and long-term strategies incorporating financial, conformance and contractual elements.
 Prepare preliminary annual cost budget, administer and manage customer service activities within the approved budget.
 Introduce Customer Service Plans, in conjunction with the Commercial Teams, for the development of key business opportunities. Calculated risk taking to foster climate of innovation.
 Supplier Management through SLAs. Manage the performance of suppliers in order to minimize costs and maintain/improve service levels.
 Ensure complete adherence to all prescribed operational, safety and security standard operating procedures (SOPs).
 Responsible for developing and enhancing a portfolio of service provider relationships, thereby ensuring BAWC delivers quality conformance, reliable and consistent service to an ever-expanding base of customers
 Monitor and compare performance against the prescribed Customer Service indicators.
 Lead, motivate, coach and support teams in a challenging and constantly changing business environment. Ensure that training and capability development plans exist for all staff.
 Prepare, administer, test and update on a regular basis the station Business Continuity Plans (BCPs), Self Audit Programme (SAP) and address shortfalls.
 Maximize area revenue from recoveries, accurate invoicing/collection, Debt management and effective revenue abuse controls.
 Represent BAWC at the regulatory/ industry forums. Comprehend both industry and local regulatory and legal constraints and manage conflicting priorities appropriately.

Company industry:
Airlines
Job role:
Customer Service and Call Center

CUSTOMER SERVICE MANAGER-CENTRAL INDIA

April 2006 - August 2008

BRITISH AIRWAYS WORLD CARGO

Mumbai, India

April 2006 - August 2008

Worked as a Customer Service Manager-Central India based at Mumbai directly reporting to Area Manager, India & Nepal. Handled a team of 45 staff. Under the customer service umbrella, was responsible for extending world-class customer service to all Global Key Accounts and Local Key Accounts in Central India who contributed £15 million to the business. Responsible for Revenue Optimisation, Telesales, Call centre, Finance, Claims, Imports, Flight Operations, and Flight Planning.

Company industry:
Airlines
Job role:
Management

ACCOUNT MANAGER (SALES)

April 2000 - March 2006

BRITISH AIRWAYS WORLD CARGO

Mumbai, India

April 2000 - March 2006

Worked as an Account Manager (Sales) based at Mumbai directly reporting to Commercial Manager, Central India. The job responsibility entailed:

• Achieve a target of GBP 4 million from 54 freight forwarding companies to deliver quality revenue results through trade, corporate, direct and specialist sales.
• Build and maintain strong relationships with Multinational freight forwarding companies like EXPEDITORS, BAX GLOBAL, UT WORLDWIDE, PANALPINA, DHL, GEOLOGISTICS, DANZAS-AEI etc.
• Develop two-way traffic i.e. Imports and Exports from the MNCs and other local forwarders. Identify and prospect for new revenue opportunities and follow up identified sales leads. Maintain account database.
• Contribute ideas for marketing campaigns and use of marketing initiatives to deliver revenue targets.
• Where applicable, use all new technology and methods of distribution as support to revenue goals and achievement.
• To call on clients who have complaints and initiate service recovery action to maintain loyalty.
• Prepare MIS weekly and monthly reports for Central India to be reviewed by the management in South-Asia, Middle East & Asia Pacific.

Company industry:
Airlines
Job role:
Sales

Y2K CO-ORDINATOR, SOUTH ASIA

September 1998 - March 2000

BRITISH AIRWAYS

Mumbai, India

September 1998 - March 2000

Worked as the Y2K Co-ordinator, South Asia based at Mumbai directly reporting to IT Manager, South Asia. The job responsibility entailed:
• Working closely with the Y2K Project Team in Asia Pacific providing support/ information to other regions.
• Rolling out the guidelines to all the lines managers/airport managers & Y2K champs to ensure that all the phases of the project are executed well within time frames.
• Preparing Management reports for line Managers in South Asia and London, to monitor progress of each milestone of the project.
• Supporting the airport managers in the region in dealing with Air traffic control, IATA, Airport Authorities and similar agencies to spread Y2K awareness through presentations, seminars & workshops.
• Guiding the Airport authorities through the IATA Y2K programme and providing support in drawing up the contingency plans for the airport.
• Dealing with external suppliers to ensure compliance certification.
• Educate the suppliers through presentations/seminars on the impact of Y2K on their business and interdependencies of businesses.
• Developing and implementing Y2K Contingency plans for IT, Marketing, Sales, Telesales & Airports to ensure Business Continuity in British Airways beyond the year 2000.
• Preparing business cases for all departments in South Asia.
• Quality Assurance.

Company industry:
Airlines
Job role:
Management

International Telephone Sales Support Group (ITSSG)

December 1996 - September 1998

BRITISH AIRWAYS

Delhi, India

December 1996 - September 1998

Back office support worldwide to British Airways reservations, fare desks and agents throughout the world, through data processing.

Company industry:
Airlines
Job role:
Customer Service and Call Center

SENIOR ASSISTANT - CONFERENCES

December 1995 - December 1996

SITA WORLD TRAVEL (I) LTD.

Delhi, India

December 1995 - December 1996

Worked as the ‘Senior Assistant’ in the Conference Division. The job involved organizing
- International conferences and exhibitions, conducting pre/post conference tours within India &
- Neighboring countries and handling all other travel related arrangements.

Company industry:
Hospitality & Accomodation
Job role:
Sales

MARKETING ASSISTANT

July 1994 - November 1995

SITA WORLD TRAVEL

Delhi, India

July 1994 - November 1995

Worked as the Marketing Assistant based at the corporate office of Sita World Travel dealing
in Inbound tours. New Delhi. The job responsibilities included:
• Preparing itineraries for various inbound tours within India to be used by the overseas agents responsible for selling India as a tourist destination.
• Communicating with the hoteliers and transporters to obtain their tariff for different cities within India & neighboring countries.
• Studying market trend to help in negotiating the best possible rates with the hoteliers.

Company industry:
Hospitality & Accomodation
Job role:
Marketing and PR

Education

NARSEE MONJEE INSTITUTE OF MANAGEMENT STUIDES (NIMIMS)

October 2005

October 2005

Diploma,

India

GPA (percentage): 74%

GPA (percentage): 74%

Skills

Project Management
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Project Management
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Strategic Planning & Budgeting
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Strategic Planning & Budgeting
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Logistics Management
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Logistics Management
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Customer Service
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Customer Service
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Business Development
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Business Development
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Business Development
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Business Development
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Strategic Planning & Budgeting
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Strategic Planning & Budgeting
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Project Management
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Project Management
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Customer Service
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Customer Service
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Logistics Management
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Logistics Management
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Languages

English
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