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 SkillsAbility to achieve targets through meticulous planning, observation and excellent time management can also coordinate well with team membersMicrosoft PowerPoint and other training and presentation software programsVerbal and oral communication abilities in English, Hindi and PunjabiExcellent interpersonal and presentation skillsStrong people management skillsPeople’s personCoachingAbility to evaluate and modify training programs as per customer needsWriting employee training manualsPersonal Details:-Date of birth : 03/09/86Sex : Male
Supervisory skills
Knowledge of supervisory concepts
Supervisory experience
Supervisor collaboration
Supervisory expertise
Training and Development
Coordinating with supervisors
Flexible and Adaptable
Good Telephone Etiquette
Active Listening
Supervisory training
Analytical and Critical Thinking
Self-Motivated
Cultural Awareness
Teamwork and Collaboration
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