Loyalty Program Consultant
Hospitality Dynamics
Total years of experience :12 years, 1 Months
As a loyalty program consultant, I am responsible for selling the newest digital loyalty membership in the Middle East, Gourmet Dining. I market the membership to 6 different countries in the Middle East region - KSA, Egypt, UAE, Bahrain, Jordan and Qatar.
Main Job Tasks and Responsibilities:
• Promoting Intercontinental Hotel Groups, Crowne Plaza and Holiday Inn hotels’ services and initiating appointments with new prospects, presenting them the benefits and converting them afterwards.
• Responsibilities on a daily basis include: making a minimum of 200 cold calls, 15 presentations, 10 nominations and dropping into at least 2 sales.
• Achieving daily, weekly and monthly sales target and supporting the team to reach each market’s target.
• Customer care activities through which I am supporting the clients with their booking requests for hotel rooms or restaurants and resolving any arising complaints in a professional manner.
• Ensure customer satisfaction all throughout their 12 months membership period.
• Maintaining a good and solid relationship between the hotel and its current clients.
Design, develop, and conduct classroom and web-based training on the company's application suite of products and services to a 120 employee program
Main Job Tasks and Responsibilities:
• Conducted on-site training in various areas such as communications, customer service, sales, retention and personal development skills.
• Conferred with department managers, supervisors, and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies.
• Designed and created training curriculum in accordance with client and product requirements.
• Formulated teaching outlines and determined instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings and workshops.
• Conducted Training Needs Analysis for employees to carry out their job effectively and efficiently.
• Evaluated and graded employee performance on a weekly basis during training and presented reports to the training manager.
• Conducted refresher and continuous education workshops for employees.
• Site Director’s go-to trainer to handle company’s leadership trainings and seminars for managers and above.
My extensive experience in the customer service and sales industry has taught me the value of providing positive, individualized service to all customers.
Main Job Tasks and Responsibilities:
• Enthusiastically handle both Inbound and Outbound calls from current and potential new members with excitement and professionalism. Engage and connect during each interaction to create a great customer experience to increase customer loyalty. (Customer service, sales and retention)
• Built sustainable relationships of trust through open and interactive communication.
• Handled complaints, provided appropriate solutions and alternatives within the time limits and did follow-ups to ensure resolution.
• Upselling products and/or services to the customers.
• Meets and at times exceeds sales target of the program.
• Demonstrates the ability to meet individual performance goals/KPI.
• Top Customer Service/Sales Professional for 2012 &2013 (Sales Conversion, Customer Satisfaction, Issue Resolution &Handling time)
• Top Retention Agent for Q4 2012, Q2, Q3 and Q4 2013. (Save Rate, Handling time, and Customer Satisfaction)
I'm a graduate of Bachelors in Science in Nursing. As early as 2nd year, I was expose to different hospitals and clinics, may it be primary, secondary or tertiary. • Provided direct quality care to patients including daily monitoring, recording, and evaluating of medical conditions. • Interact and communicate with patients of all ages and ethnic backgrounds, giving quality medical care treatment. • Provided social and emotional support to improve patient’s morale – maintaining positive patient relationships. • Observed physical and emotional changes; reported patient conditions to licensed nurses.