Mississauga, Ontario, Canada
Over 25 years in Travel Industry, Business development and customer service at Hotels, Airline, Travel agency and Tours operator.
Schedule staff, training sessions, meetings, organizational events, etc. to meet various Service Level Agreements Assist the Team Leader Contact Centre to forecast workforce needs and staffing levels needed to complete campaigns Keep the Team Leader Contact Centre informed on the progress of campaigns and adjustments in staffing levels Make real-time adjustments to staff schedules/breaks as needed. Help manage book off requests, shift trades, changes in staff availability, scheduled breaks and lunches on a daily basis Monitor all Contact Centre queues on an ongoing basis and work closely with the workforce management team to ensure that service level agreements are met or exceeded. Make real-time adjustments to maximize resource efficiency. Monitor and analyze real-time statistics and adjust work assignments as needed Assign work to Contact Centre staff appropriately based on skills and roles Update and manage reporting for workload, call campaigns, performance and incentives. Create daily and weekly call volume/service level reports and distribute to the leadership team Prepare usage and call volume reports Handle in-house and work-at-home agents’ technical issues/concerns within a timely manner Serve as the central point of contact to the IT Helpdesk regarding day-to-day Contact Centre technical issues Document and follow-up all outstanding technical issues/requests within the Contact Centre Facilitate employee set-up/sign-on for all Contact Centre-related applications Monitor staff adherence and keep in close communication with Team Leaders regarding staff issues/performance Maintain multiple Contact Centre applications regarding user profiles and queue management
Effectively manage large amounts of incoming and outbound calls Identify and assess customers’ needs to achieve satisfaction Build sustainable relationships of trust through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Meet personal/team sales targets and call handling quotas Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution Keep records of donor’s interactions, process donors accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage donor
Promote/sell/secure business from existing and prospective customers through consultative sales approach. Responsible to qualify prospects, current customer opportunities, understand customer concerns, and manage the sales process. Travel to various customer head and branch offices as appropriate Identify opportunities by researching industry, customer, publications and tracking individual contributors. Analyze the customers’ potential and determine the value of existing and prospective customers. Provide intelligence, guidance and direction regarding pricing strategies and allocation management for assigned accounts to the Associate Account Managers, Pricing teams and Capacity teams. Create and prepare sales presentations and strategic sales calls and joint calls to be given at various levels of the customers’ hierarchy to effectively engage all levels of decision-makers and create a multi-facetted and deep relationship with customers Create and manage customer value plan for existing customers highlighting profile, share and value opportunities. Plan and organize personal sales strategy by maximizing the Return on Time Investment for the territory/segment. Identify revenue opportunities with customers and jointly develop a strategy plan to mutually increase profitability Coordinate sales efforts with marketing, sales management, capacity, accounting and operation teams. Obtain competitive information during contacts and share as appropriate. Conduct regular account performance reviews (quarterly business reviews Assist with all sales and marketing plans relating to regional development
Supervise the daily operation of the office. Ensure effective operation and proper staffing for the office. Responsible for office and staffing adhering to Standard Operating Procedures. Monitor staff development via performance appraisals, one-on-ones, and feedback. Ensure audit and security requirements are met. Responsible for completion of Month End procedures. Provide updates on monthly results. Provide high quality service to consumer travel clients. Sell a full range of preferred supplier products. Actively identify business-building opportunities. Provide accurate, complex travel information (i.e. detailed travel documentation, etc.) Organize and assist with local business building promotions. Resolve client complaints with minimal guidance. Invoice client files and document accurately
Achieving agreed sales revenue targets by maintaining and developing business/relationships with travel agents and/or corporate accounts. Develop and implement effective sales and marketing initiatives/ action plans with assigned accounts to increase revenue share. Negotiating agreements with travel agents and/or corporate accounts and review/assess performance on a quarterly basis. Managing all activities within assigned customer portfolio and ensure the effective dissemination and communication of Emirates Updates. Monitoring area sales performance and recommend action where necessary to maximize revenue. Building sales plans and actively visit assigned agencies as per required and agreed call frequency. Preparing and submitting a monthly sales report with territorial sales activities