SUMAIR PASHA

• Reinforced established quality control standards and followed procedures for optimal customer interactions.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Liaised between customers and airlines with particular focus on in floating new marketing offers.
• Used consultative techniques to understand customer needs and make strategic referrals to business partners.
• Developed and implemented standards for staff to provide consistent service to customers.
• Assisted customers with opening accounts and signing up for new services.
• Delivered superior customer service to strengthen relationships and drive future business revenue.
• Completed opening and closing functions to meet operational needs.
• Worked with clients to address and respond to client and partnership management issues.
• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
• Made customers aware of current and new programs and services.
• Created training guides and in-person and online training courses to improve customer user experience in environment.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Maintained statistical database of customers using salesforce for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
• Assisted with conflict resolution during partnership negotiations and acquisitions.
• Created customer support strategies to increase customer retention.
• Managed customer relations on ongoing basis to maximize customer retention.
• Created activities and engagements to enhance customer experience, knowledge and patronage.
• Development of operational policies and procedures
• Floating Marketing offers for client Customers
• Negotiating with suppliers on behalf of the customer for corporate deals
• Providing MIS reporting & data analysis for the customers
• Conducting periodic staff sales briefing & conducting training for new staff
• Conducting periodic Implant Sales & operations review with the client.
• Imparting trainings for staffs on GDS and in-house applications
• Negotiating with the Airlines for Special, ADHOC & group fares
• Quality control for the reservations and ticketing done by the staff.

Key Accounts Handled: Almarai, Huawei, HSBC, ELM, SABB, GE, Halliburton, Alawwal Bank, Bank Albilad, Kudu, ACWA Power, Arasco, Salehiya Medical, Mitsubishi, Diaverum, SRMG, ROSHN etc.

• Handling Reservation & Ticketing for major Corporate Clients
• Arranging for Hotel, Travel Insurance, and Marhaba Services to the clients
• Played a key role in the IT implementation & Internet communication set up to increase the sales, customer service and efficiency in the organization
• Introduced Client Profiles in Head office and all branches & migrated the client records from the books and MSWord to Galileo Client profile program

• Key Accounts Handled: Spinneys, Alhabtoor Engineering, Albwardy Investment, Damas, BK Gulf, China Systems, Dubai Ship Building, Mubarak Marine, Reliance Industries, IVECO, ANC Group, Varkey Group etc.

• Supervising & Handling International and Domestic Ticketing, Planning Itinerary for the Clients, Constructing Tickets
• Arranging and supervising Visas, Hotel Reservations, Travel Insurance & Passports for Clients
• Conducting Presentations highlighting various services offered by the company in Schools, Colleges, Churches & Corporate organizations
• Preparing Daily, Weekly and Monthly Counter Sales report & Counter Sales Projection

• Exceeded goals through effective task prioritization and great work ethic
• In charge of Coimbatore, Palakkad, Tirupur, and Coonoor Travel Agencies
• Worked as an Helpdesk for the above Towns travel Agencies using our Sabre CRS, handling various complaints relating to Sabre
• Training New Staffs with Basic Reservations, Liaising with SITA, DDEORG and ADS for any Technical Problem with the CRS
• Arranging and Nominating Staff for Sabre Training in Bombay & Marketing of Sabre-Sitar