Amsterdam, North Holland, Netherlands
In this role, I support the field sales organization by driving innovation and streamlining processes within the indirect offline channel. I focus on aligning sales policies between AF & KL, managing areas like name changes, visa denials, and refunds. My responsibilities include creating guidelines for agencies, implementing and optimizing ticket stock in BSP markets, and enhancing ET Direct Solutions in non-BSP markets. Additionally, I simplify sales programs and conduct gap analyses to improve functionality and user experience across AFKL and partner products.
• Consolidate, compile and develop reports to ensure delivery of timely and accurate information on sales trends • Provide sales force with relevant Corporate information to ensure timely and efficient customer handling • Perform analyses on sales trends and performance to support in the design of business scenarios • Support the Global Account Manager in preparing standard reports, to ensure relevant information is provided for effective decision making • Receive, analyze, and respond to the Client enquiries regarding Company sales goods and services to ensure the client needs are met in the most effective and timely manner • Receive, record and issues sales data according to established policies and procedures to ensure data accuracy and execution of transactions according to contractual Terms & Conditions • Gather, review and update customers information to ensure the accuracy of master data • Maintain promotional database by entering promotion details, regular and special prices and promotions to provide update information to sales force and ensure consistency of offered promotions • Enter order and sales in the company’s system to ensure the delivery of the right product and services at the correct price and with the proper discount level
*Take care of a timely preparation and administration of training classes in order to ensure a high quality training and administration of trainees. *Carry out training programmed and modules, both tangible and non-tangible, in such a way that new and existing staff meets requested quality and service standards regarding knowledge, skills and behavior of the company. *Assess and evaluate trainees on the defined learning objectives in order to ensure that employees meet the defined job requirements. *Update and modify training material(s) within own responsible area in order to ensure an up to date product that is in line with the demands of the organisation, the companies policies and procedures and in line with the didactic model of the T&D unit. *Develop (tangible) training modules that are part of training and development paths, in order to fulfill the defined learning need of the organisation, under supervision of the Senior Trainer. *Signal and take action upon malfunctions in processes and procedures and propose improvements.
*Extensive work with Amadeus GDS, Group contracts and RMG pricing guidelines. *Maintain client/passenger satisfaction within Air France / KLM / Delta Air Lines guidelines for effective case handling / booking conditions *Provide effective feedback on pricing problems and opportunities which result in positive and negative materialization of group sales *Always execute tasks with an extreme focus on detail & accuracy
Represented the highest degree of customer service, provided all possible assistance and service recovery, and ensured that any ticketing issues were resolved in a way that helped maintain passenger satisfaction within KLM's guidelines and service level agreements. -Completed the KLM SCT3 course for advanced ticketing & fare calculations