manager product development & service excellence
Qatar Airways
مجموع سنوات الخبرة :18 years, 6 أشهر
Key Achievements:
• Playing a key role in enhancing the overall product and service delivery through the development and implementation of new initiatives
• Successfully diminishing onboard waste through carrying out off-load audits at Qatar Aircraft Catering Company and through extensive onboard travelling aimed at measuring food consumption levels
• Enabling cabin crew to carry out their roles to best and full effect through improving under performing products and improving service
Responsibilities:
• Personally responsible for the effective organisation of Galley Loading Plan Workshops by working collaboratively with cabin crew, gaining valuable insight and enabling the charting of strategic long term goals
• Formulating a strategic pricing plan aimed at expanding, developing and consolidating product development strategies
• Presenting drafted overall product development and service excellence records and files to members of the Senior Management team in seeking turnkey solutions
• Providing a proactive input within product planning, defining roadmaps and developing both ideas and strategies aimed at supporting the future development of products
• Consistently monitoring both market trends and competitor activities, subsequently conducting feasibility studies and recommending improvements to Senior Management in order to generate increased revenue
• Undertaking a multi faceted role within customer services and brand/product development with the banking, aviation, hospitality and automobile sectors
• Gaining a valuable understanding when analysing company processes and staff behaviour, ensuring all expectations are achieved, gathering additional data and information to adjust any organisational loopholes
• Carrying out the development and implementation of social media strategies for start ups and SMEs, accountable for leading the brand growth and awareness across the sector
• Playing an instrumental role within maintaining and enhancing customer loyalty and retention in the market
• Increasing sales in customer outlets through providing in-depth training for both restaurant and hotel staff
• Successfully generating an increase in sales figures by 15 - 20% through formulating and fostering mutually beneficial relationships with 4 & 5 Star category hotels and stand alone restaurants
• Fully accountable for the identification of company strengths and weaknesses within the Indian Market and devising/implementing appropriate strategies in delivering an improved customer service
• Ultimately enabling BMW to be named as the Number 1 market leader in India
• Personally responsible for dealing with customer complaints arising from cold calling, examining/resolving the same and escalating when necessary
• Investigating direct selling agents contracted to obtain business for the bank from various channels, carrying our further analysis and direct contact with DSA’s, resulting in a 60% reduction in complaints
Key Achievements:
• Successfully increasing sales by 25% through planning and developing effective sales and marketing strategies within North India, enabling the easy identification of growth areas leading to brand awareness
• Reducing overhead costs by 15% through the identification of suitable international brands and market suitability and streamlining of logistical operations
• Additionally increasing sales by 20% in retail segments through the showcasing of wines through a number of different mediums, including auto shows, golf tournaments and new car launches across the country
Responsibilities:
• Personally responsible for the provision of wine training for staff at international luxury hotels and restaurants, ensuring the efficient transfer of knowledge at all times
• Supplying wines for a variety of corporate institutions through building, developing and maintaining beneficial relationships with the same
Key Achievements:
• Successfully increasing sales by 25% through planning and developing effective sales and marketing strategies within North India, enabling the easy identification of growth areas leading to brand awareness
• Reducing overhead costs by 15% through the identification of suitable international brands and market suitability and streamlining of logistical operations
• Additionally increasing sales by 20% in retail segments through the showcasing of wines through a number of different mediums, including auto shows, golf tournaments and new car launches across the country
Responsibilities:
• Personally responsible for the provision of wine training for staff at international luxury hotels and restaurants, ensuring the efficient transfer of knowledge at all times
• Supplying wines for a variety of corporate institutions through building, developing and maintaining beneficial relationships with the same
Key Achievements:
• Receiving award presented by the Airline for going above and beyond expectations when dealing with an onboard medical emergency
• Playing an instrumental role within a team accountable for designing and implementing ergonomic and space efficiency for both crew and passengers for a 777 aircraft being inducted at Gatwick Airport
Responsibilities:
• Effectively dealing with a wide range of customer queries/complaints, escalating the same when necessary
• Gaining a specific insight into food and wine pairing for in-flight services through the completion of wine courses, ensuring the needs and requirements of all premium/valued customers travelling first/business class are consistently achieved
• Travelling to more than 120 worldwide cities, developing an understanding of cultural differences as well as an insight to passenger behavior regarding in-flight products and adjusting the same when necessary
Responsible for overseeing a team of 25 staff members, devised and implemented beginning to end ticket processing, increasing sales generation by 100 % over 6 month period. Devised office SOP's, solely responsible for office recruitment, employment contracts and carrying out appraisals on a 6 month basis.