Mohit Sharma
Dubai
Summary
Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach.
Overview
19
19
years of professional experience
2
2
years of post-secondary education
1
1
Language
Work History
Learning and Development Specialist
dnata travel
08.2014 - Current
- Learning and Development Professional
- 121 Retail Sales coaching
- Developing staff for effective Sales and Objection Handling
- Providing core Sales Training to frontline and Contact centre staff
- Project management for enhancing customer experience
- Maintaining dnata travel learning portal
- Account management for dnata travel UAE and regional offices
- Conducting Training analysis with the clients to establish the underlying need of the specific training program and optimisation of revenue
- Design and developing training materials for in-house learning
- Conducting product, Destinations and soft skills training programs for enhanced customer engagement and experience across dnata travel
- Provide Coaching and Feedback for achieving better Customer Experience and higher revenue’s
- Feedback and Coaching for Managers/TL/Supervisor level
- Achievements:-
- Conducting virtual seminars for all dnata travel staff
- Implementing new customer engagement program in UK Emirates Holidays for achieving NPS of 4.9 and CSAT of 9
- Guest speaker and representation of dnata travel in Arabian Travel market
- Increase in Non-Air sales for corporate travel team by 5 Million over and above the net contribution through training program
- Customer experience scores increased from 27 to 72% through customer engagement programs (CUPS)
- Appreciations from dnata travel Dubai and Regional offices for Customer engagement, Products and Destinations trainings after a measurable impact on Business
- Implementing sales engagement programs in Oman, Bahrain and Iraq dnata travel offices and achieving YOY increased sales and audit scores
- Delivering Coaching and Feedback training and see measurable NPS scores from teams
- Receiving multiple Najam’s from dnata travel on various projects delivered to enhance sales and customer experience
- Organisation: dnata travel
Reservation/Sales Supervisor
dnata travel
02.2013 - 08.2014
- Supervising the team handling Corporate clients for dnata travel
- Ensuring timely response and action on travel requirement by Corporate clients
- Enhancing productivity of team members through cross sell and upsell with dnata dnata products
- Assisted Quality enhancement team in creating call monitoring checklist for better customer experience
- Achievements:-
- Always recognised as best in call and work quality in HRG department
- Recognised for meeting Revenue and KPI targets for department
Emirates Airline
01.2010 - 01.2013
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Monitored daily sales operations and served as informational and procedural resource to team members.
- Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
- Engaged customers in [Type] products and key features to drive consistent revenue.
- Monitored phone calls for quality assurance.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Created employee schedules to align coverage with forecasted demands.
- Trained team members in successful strategies to meet operational and sales targets.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Constructed displays and signs to promote specified products and sales promotions.
Customer Sales and Service agent
Emirates
01.2011 - 01.2012
- Attending call from, New, travel trade support and Skywards members for new and existing booking
- Assisting on Skywards redemption using CRIS
- Providing floor support to new joiner and existing team members as and when required for First time resolutions and complain handling
- Assisted Quality enhancement team in creating call script for F&J line
- Achievements:-
- Recognised as top performer for call quality and sales for, Nominated as employee of the Year 2012
- Recognised for meeting Revenue and KPI targets for department in timely manner
Senior Passenger Sales and Service agent
British Airways Plc Ltd
08.2007 - 10.2009
- Assisting British Airways frequent flyer members with their profile management
- Assisting in Baggage tracing via World tracer for British Airways
- Floor support with Amadeus for new and existing staff
- Assisting in Trade Support for travel agents across India through Calls
- Achievements:
- Recognised as a top performer for 2 consecutive years for achieving all the KPIs and Quality scores
Customer Care Executive
Travelport
01.2007 - 08.2007
- Evaluated interactions between associates and customers to assess personnel performance.
- Coordinated timely responses to online customer communication and researched complex issues.
- Assigned and designated job territories to customer care staff according to performance and history.
- Communicated with customers to identify needs and expectations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
Subject matter Expert
WIPRO SPECTRAMIND
01.2005 - 12.2006
- Supported enterprise and business goals by introducing new product and service offerings.
- Designed and prepared technical reports, studies and related documentation.
- Prepared proposal documentation and specifications based on user analytics.
- Identified and recommended new products based on market research and consumer analysis.
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Analyzed business problems, identifying root causes and developing robust solutions.
- Managed user accounts, permissions and group policies for optimal system security.
- Improved system performance by eliminating operational gaps and software bugs.
- Developed and presented business cases, presentations and reports to senior management.
Quality Officer
Pcl ltd
09.2004 - 12.2004
- Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
- Resolved issues efficiently and built excellent client rapport, which led to enhanced customer satisfaction ratings.
- Reported production malfunctions to managers and production supervisors.
- Provided extensive quality assurance training via both in-person and remote teleconferences.
- Monitored activities and supporting systems to meet compliance regulations.
Education
M.B.A - project management
Jaipur University
01.2021 - 12.2022
B.com - undefined
Delhi University, Modern School, C.B.S.E. Board
Matriculate - undefined
St. Joseph’s Convent, C.B.S.E Board
Certified level 4 Trainer in Learning and Development as per AQF standards - undefined
TAFE riveria institute Australia
Completed Train the Trainer course - undefined
Emirates Aviation College
Completed Leadership development course - undefined
Emirates Aviation College
Skills
Personal Skillsundefined
Timeline
M.B.A - project management
Jaipur University
01.2021 - 12.2022
Learning and Development Specialist
dnata travel
08.2014 - Current
Reservation/Sales Supervisor
dnata travel
02.2013 - 08.2014
Customer Sales and Service agent
Emirates
01.2011 - 01.2012
Emirates Airline
01.2010 - 01.2013
Senior Passenger Sales and Service agent
British Airways Plc Ltd
08.2007 - 10.2009
Customer Care Executive
Travelport
01.2007 - 08.2007
Subject matter Expert
WIPRO SPECTRAMIND
01.2005 - 12.2006
Quality Officer
Pcl ltd
09.2004 - 12.2004
B.com - undefined
Delhi University, Modern School, C.B.S.E. Board
Matriculate - undefined
St. Joseph’s Convent, C.B.S.E Board
Certified level 4 Trainer in Learning and Development as per AQF standards - undefined
TAFE riveria institute Australia
Completed Train the Trainer course - undefined
Emirates Aviation College
Completed Leadership development course - undefined
Emirates Aviation College
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