Naila Yaqoob
Sales, Training And Project Management Specialist
Summary
Well-versed Customer centric, training, and project
management specialist with a total of 10+
years of experience including but not
limited to project management, product
development, product delivery, API
integrations, commercial and
finance with a key focus in the areas of
Sales, Commercial Operations, GDS, UAT testing, and post-
live monitoring.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Sale Support Officer
Serene Air Pvt (Ltd), Islamabad
Islamabad
04.2017 - Current
- Serene Air Pvt (Ltd), Islamabad | April 2017 Till Today | Here is an overview of my experience:.
- Ultimately responsible for delivering revenue budget for the presented portfolio of accounts.
- The responsibilities include developing a successful, consistent approach to local and multinational dealing, which derives maximum revenue and minimum cost of sale.
- Engage in sale and marketing activities to grow the level and quality of Serene Air revenue.
- Job description includes contribution to Serene sales strategy to maximize short and long term revenue opportunities.
- Review Serene Air sale data with account portfolio to drive revenue and seek out tactical revenue opportunities.
- Provide regular market intelligence and feedback from customers and competitors.
- Present Serene Air at trade events, promotions and sales functions.
- Operations & Training and Development Executive, Responsible for identifying staff training and development needs, and for planning, organizing and overseeing appropriate training.
- Leading the contact centre teams, provide help to the Floor Manager to meet targets for the department.
- Coordinate staff training programmed based on organizational and employee needs.
- Use questionnaires and surveys in consultation with managers and staff to analyses training needs as they relate to the goals of the organization and work area.
- Compile training manuals.
- Provide career development sessions for existing staff and conduct induction sessions for new employee.
- Assist in developing training interventions to meet the needs of internal and external stakeholders.
- To ensure that all members of staff, new and existing, within the department and external to, are trained on the application to an appropriate level.
- To approach clients and specific customer training courses to fit their specific requirements.
- To ensure training provision meets customer requirements and is evaluated appropriately.
- Making sure training is cost-effective and within budget.
- Manage market based activities & support B2B commercial operations of airline.
- Reconciling BSP Data with PSS System.
- Raising & Checking ADMs/ACMs.
- Follow-up on disputed ADMs.
- Communication of Agent Performance Report to stations on weekly basis.
- Downloading and archiving BSP files and communications.
- Converting BSP Files to MS Excel format.
- Coordinating with Finance Team on the identified discrepencies.
- GDS (Amadeus) API integrations with respect to commercial operations to enhance sales.
- PSS (Radixx- RP2 & RP6) and GDS (Amadeus) designing and implementing Ancillary Sale strategies and systematic product bundle development to attract maximum revenue.
- Resolved problems, improved operations and provided exceptional service.
- Completed tasks to ensure compliance with relevant policies regulations.
- Collaborated with Revenue department to achieve desired results.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion.
- Served customers in a friendly, efficient manner following outlined steps of service.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Led projects and analyzed data to identify opportunities for improvement.
Operations & Training and Development Executive
Sybrid Lakson Group of Companies, Islamabad
Islamabad
02.2015 - 04.2017
- Responsible for identifying staff training and development needs, and for planning, organizing and overseeing appropriate training.
- Leading the contact centre teams, provide help to the Floor Manager to meet targets for the department.
- Coordinate staff training programmed based on organizational and employee needs.
- Use questionnaires and surveys in consultation with managers and staff to analyses training needs as they relate to the goals of the organization and work area.
- Compile training manuals.
- Provide career development sessions for existing staff and conduct induction sessions for new employee.
- Assist in developing training interventions to meet the needs of internal and external stakeholders.
- To ensure that all members of staff, new and existing, within the department and external to, are trained on the application to an appropriate level.
- To approach clients and specific customer training courses to fit their specific requirements.
- To ensure training provision meets customer requirements and is evaluated appropriately.
- Making sure training is cost-effective and within budget.
Service Quality Officer
Sybrid Lakson Group of Companies
Islamabad
01.2013 - 02.2015
- To manage a range of quality assurance procedures, and provide advice and guidance to call centre staff concerning quality assurance systems and their implementation.
- A key role of the quality officer is that of ensuring that customer requirements and expectations have been accurately identified and that the organization is meeting or exceeding customer expectations.
- Participates in design of call monitoring formats and quality standards.
- Performs call monitoring and provides trend data to site management team.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Coordinates and facilitates call calibration sessions for call centre staff.
- Provides feedback to call centre team leaders and agents.
- Prepares and analyses internal and external quality reports for management staff review.
- Monitor Product Support Agents calls and review emails for accuracy of information and call handling standards.
- Ensure that Product Support Agents are delivering a high level of customer service.
- Record evaluations utilizing departmental quality monitoring forms.
- Effectively communicate with agents, internal departments, clients and management.
- Flexible, detailed, and able to successfully adapt to change.
- Summary of key functions:.
- Critical to Client.
- People Management/Critical to Operation.
- Coaching.
- Report Management
- Critical to Client.
- Ensure Telenor promotional and marketing materials activities are properly communicated and executed by agents.
- Ensure follow up calls on complaints through teams.
- People Management/Critical to Operations.
- Recognizes the results of all subordinates.
- Keen monitoring of team members performance.
- Provision of technical, objective and goal oriented support to the team member.
- Coaching.
- Actively participates and promotes incentive programs.
- Producing more and more lead requests by coaching team members on various methodologies.
- Report Management.
- Implementing strategies devised by manager contact centre to strive for perfect up selling and cross selling techniques.
- Conducting market surveys and researches as per guidelines given by the manager contact.
Designation: CUSTOMER SERVICE/FLOOR MANAGER
02.2011 - 10.2011
- FCR Project Implementation (Prepaid Queue) by Telenor.
- Trainer of Project Trust Program by Telenor.
- CCD Trainer in Technology Operations Rotation Program by Telenor.
- POC of System & Processes Team (Prepaid Queue) by Telenor.
- NPS Project Implementation (Prepaid Queue) by Telenor.
- Projects.
- Worked as Documentation Executive on Huawei, Zong, Telenor, and Mobilink projects.
- Worked as Workforce/Management Information Systems (MIS) Officer on Telenor, Haier projects.
- Retail Experience.
- Canteen Store Department West ridge, Rawalpindi.
DEPARTMENT MANAGER
Rawalpindi
06.2010 - 09.2010
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Updated policies to reflect changing conditions and maintain optimal safety standards for all employees.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels 100%.
- Maximized productivity and profitability by balancing sales and expenses.
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Formulated pricing policies by reviewing merchandising activities and determining additional needed sales promotions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
- Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
- Communicated with managers of other departments to maintain transparency.
- Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
FLOOR MANAGER
Banner Store International Pvt (Ltd) Rawalpindi
11.2007 - 06.2010
- Certification/Training.
- Participated in training course of customer caring conduct by TIANSHI.
- Participated in training course of effective communication skill conduct by TIANSHI.
- Participated in training course what customer wants conduct by TIANSHI.
- Participated in training course how to increase the retail sale conduct by BANNNER STOREINTERNATIONAL PVT (LTD).
- CCNA (Training Completed) 2011 from CORVIT Institute Rawalpindi.
- CHE (Certification of Ethical Hacking) 2018 from RIPHA INTERNATIONAL UNIVERSITY.
- Languages Urdu | English.
Education
Bachelor of Science - Computer Science
Agriculture University of Faisalabad
RawalpindiIntermediate - Computer Science
Board of Intermediate And Secondary Education
RawalpindiSecondary School Certificate - Arts
Board of Intermediate And Secondary Education
JhelumSkills
Adaptable
undefinedAccomplishments
- Development of GDS (Amadeus) project.
- FCR Project Implementation (Prepaid Queue) by Telenor.
- Trainer of Project Trust Program by Telenor.
- CCD Trainer in Technology Operations Rotation Program by Telenor.
- POC of System & Processes Team (Prepaid Queue) by Telenor.
- NPS Project Implementation (Prepaid Queue) by Telenor.
- Awarded Trainer of the year 2016-2017 by Sybrid Lakson Group of Companies.
Timeline
Sale Support Officer
Serene Air Pvt (Ltd), Islamabad
04.2017 - Current
Operations & Training and Development Executive
Sybrid Lakson Group of Companies, Islamabad
02.2015 - 04.2017
Service Quality Officer
Sybrid Lakson Group of Companies
01.2013 - 02.2015
Designation: CUSTOMER SERVICE/FLOOR MANAGER
02.2011 - 10.2011
DEPARTMENT MANAGER
06.2010 - 09.2010
FLOOR MANAGER
Banner Store International Pvt (Ltd) Rawalpindi
11.2007 - 06.2010
Secondary School Certificate - Arts
Board of Intermediate And Secondary Education
Intermediate - Computer Science
Board of Intermediate And Secondary Education
Bachelor of Science - Computer Science
Agriculture University of Faisalabad
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