Senior Customer Service Team Leader
SITEL
Total des années d'expérience :19 years, 0 Mois
Supervised two teams of 15 agents each ( Inbound & Wathsapp).
Training, coaching, and leading team to provide support to customers.
Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers.
Handling issues that cannot be fielded by representatives.
Ensuring team members are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analysing data to improve processes, and maximize efficiency and customer satisfaction.
Implement team goals & objectives, develop team strengths and improve weaknesses.
Prepare weekly/monthly/annual results and performance reports.
Best team performance on terms of revenue and conversion rate during last 5 months in a row in 2021.
Drove revenue to all areas of hotels including rooms, food and beverage, spa.
Supervised sales and marketing team of 11 consisting performing corporate, group and leisure sales,
wedding & event sales, administrative support, marketing, and reservation & revenue systems analysis.
Assumed acting cluster General Manager responsibilities at the hotel while managing the sales team.
Implemented per-opening advertising and public relations plan for the new office tower.
Implemented channel manager connectivity.
Exceeded revenue at Dana Homes resort by BHD 62k in 2018 with 19% better occupancy and BHD 19
better ADR over budget.
Exceeded CP office tower revenue by BHD 36k in 2018.
Achieved annual occupancy of 82% and 29k room revenue over budget.
Led team of 12 consisting of sales managers, wedding and event sales, marketing and administrative support.
Emphasized sales focus on capturing and maximizing business from different segments groups, Leisure and corporate travel.
Implemented room sales strategy on 2016, which drove an increase in RGI of 11 points ended at RGI 109.1 vs 2015 full year 98.
Increased Employee Satisfaction in Sales and Marketing team by 17 points in 2016.
Developed unique bank partnerships in Bahrain to drive wedding revenues.
Focused on Corporate and Consortia agencies to take market share Ranked 1/6 for market share in 2016 vs 5/6 in 2015.
Prospecting of agencies via Hotelligence and utilization of GDS to drive revenues.
Re- introduced brand identity in hotel and rolled out throughout hotel and on all social media. v Increase acceptance of RFP's from global accounts by 25%.
Increased C and E Conversion rate by 5%.
Re- introduced brand identity in hotel and rolled out throughout hotel and on all social media. v Moved from traditional marketing to digital.
Established per-opening budget and developed strategic plan for the hotel.
Hired, trained and deployed per-opening sales & reservation team of 8.
Develop rates, group sales deployment strategies through review of competitive data, demand analysis and mix management.
Liaised with Regional global office on sales strategies for the hotel.
Developed marketing and advertising plan for opening of new built midscale hotel.
Create and develop hotel website and social media to drive increased internet revenues. v Initiated GDS Marketing Campaigns.
Increased market share by 15% points in two years to achieve 108, 3 RevPAR.
Best practice for C&E (open day and close day) generate new leads.
Led team of 10 sales.
Restructured sales staff for efficiency, accountability and productivity to maximum revenue generation. v Accompany sales team on sales calls to potential clients to assist in development of the account and to
access the effectiveness and sales skills of the sales person.
Liaised with Regional DOSM on sales strategies for the hotels.
Developed sales plan for the hotels.
Increased revenue by 18% over tenure in corporate segment through proper deployment of sales team
and direct sales efforts through individualized site inspection and closing techniques.
Introduced monthly commercial meeting with hotels to review risks and opportunities to drive revenue.
Secured the largest corporate extended stay group to the hotels with contract of 125 rooms with length of
stay of 18 months, totaling 68K room nights.
Conducted routine sales call to UAE to solicit and book business.
Assist DOSM to develop and set revenue, sales and marketing strategies.
Responsible for corporate and Travel Agent Room Sales for the hotel.
Update action plans and financial objectives quarterly.
Conducts daily sales calls and arrange site inspection trips to hotels by corporate clients. v Secure group with room revenue of half million Bahrain Dinar.
Secured the largest group with total revenue of 3 million Saudi riyal.
Monitoring guest feedback and updating the guest history on day to day basis.
Developed UAE market resulting in 35% of the hotel geographic source of business.
Working close with the global sales team on how to develop opportunities & to open new channel of sales worldwide.
OTA's guests targeting converter 22 contracted companies with 1550 room nights in 12 months. v Achieved 15k Ramadan covers on 2011 with revenue of SR 1.8M.
Secured ODC contract up to 500 pax for 6 days with revenue of SR 2.5M.
Assist head of sales to develop and set revenue, sales and marketing strategies.
Selling stand/exhibition space to potential exhibitors, Hall planning/Allocation of stand space.
Promote the venue hire offer to key markets.
Develop key relationships and ensuring events are managed effectively by the services teams.
Monitoring customer feedback and updating the customer history on day to day basis.
Build key account relations with potential and existing corporate hospitality clients (meetings, corporate, events, outside catering, potential wedding venue clients, individual events clients).
Exceed sales goals continuously for the year 2005 till 2010.
Secured sponsorship contract for 3 years with an amounts of SR 450K yearly.
Accepted
Accepted