MANAGER - CONTACT CENTRE

Although I have been working primarily as an Operations Manager with Virgin Atlantic Airways, in this capacity I have interfaced frequently with customers, in addition to vendors and staff. This has instilled multi-dimensional communication skills and an ability to recognize, act upon, and fulfill customer wishes and needs in order to ensure their continued, and positive, relationship with the business.

 In fact, in my most recent job as Operations Manager for VAA, I received an ‘Excellence in Customer Service’ recognition due to my ability to coordinate complex logistics in order to keep customers happy even when issues arose that were beyond the control of the organization. Again, this involved not only managing operations and involved in communicating with customers, system upgrades /migration and training activities. As a result, I believe my combined ability to successfully manage operations while also effectively interface with customers makes me suitable for operational, team management and administrative roles.

The key strengths that I possess for success in this position include, but are not limited to, the following:

  • Provide exceptional contributions to customer service for all customers.
  • Strive for continued excellence.
  • Strong communication skills.
  • Team Managment and training
  • Leadership skills
  • Eager to learn new things.

 You will find me to be well-spoken, energetic, confident, and personable, the type of person on whom your customers will rely. I also have a wide breadth of experience of the type that gives you the versatility to place me in a number of contexts with confidence that the level of excellence you expect will be met. Please see my resume for additional information on my experience.

 I hope that you'll find my experience and interests intriguing enough to warrant a face-to-face meeting, as I am confident that I could provide value to you and your customers as a member of your team. 

Last Resume Update September 20, 2018
Address Sharjah, United Arab Emirates
E-mail Locked
Phone Number Locked

Experience

Virgin Atlantic Airways
Manager Contact Centre
Dec 2005 - May 2018

Manages day to day operations of City office operations – Sales Support, Reservations, ticketing and Fares and Pricing. Coach, manage, develop and motivate direct reporting Contact Centre team, Airport team and GCC Operations, staff. Conducted quarterly reviews to measure agent’s performance and ensure that objectives and development plans are clearly set out and provide regular feedback to team members, management, conduct evaluations, and assessments on regular basis. Be commercially aware of what is happening with competitive carriers in the local market in order to ensure that Virgin stands out in service to drive incremental revenue for the business. Support the Commercial Manager, Country Head, and HQ with regular reporting requirements. Prepare weekly reports in Salesforce to ensure visibility of operational activities and revenue results. Supporting the Commercial Manager to drive revenue and strategy for the region to increase revenue for the route. Review changes in competitive fares, rules scheduled service levels in specified markets for generating sales, developing as well as expanding market share towards the achievement of revenue & profitability targets. Team leader for ME - Fraud prevention and Revenue protection team. Analyzed tactical and strategic pricing initiatives in order to increase specific metrics such as market share, yield, load factor, and revenue. Regularly communicate with sales, revenue, and Marketing team to share knowledge, ideas and best practices. Initiated some new procedures with RM –Inventory control and Fare ratio changes which drove the change in pricing policies that led to revenue turnaround, 20%Increase in Sales and profit share.Although I have been working primarily as an Operations Manager with Virgin Atlantic Airways, in this capacity I have interfaced frequently with customers, in addition to vendors and staff. This has instilled multi-dimensional communication skills and an ability to recognize, act upon, and fulfill customer wishes and needs in order to ensure their continued, and positive, relationship with the business.
In fact, in my most recent job as Operations Manager for VAA, I received an ‘Excellence in Customer Service’ recognition due to my ability to coordinate complex logistics in order to keep customers happy even when issues arose that were beyond the control of the organization. Again, this involved not only managing operations and involved in communicating with customers, system upgrades /migration and training activities. As a result, I believe my combined ability to successfully manage operations while also effectively interface with customers makes me suitable for operational, team management and administrative roles.
The key strengths that I possess for success in this position include, but are not limited to, the following:
• Provide exceptional contributions to customer service for all customers.
• Strive for continued excellence.
• Strong communication skills.
• Team Managment and training
• Leadership skills
• Eager to learn new things.
You will find me to be well-spoken, energetic, confident, and personable, the type of person on whom your customers will rely. I also have a wide breadth of experience of the type that gives you the versatility to place me in a number of contexts with confidence that the level of excellence you expect will be met. Please see my resume for additional information on my experience.
I hope that you'll find my experience and interests intriguing enough to warrant a face-to-face meeting, as I am confident that I could provide value to you and your customers as a member of your team.

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