NILU LAKRA
Sales & Marketing Specialist
Dubai,DU
Summary
Dynamic Customer Support Specialist with a proven track record at Air France KLM Martinair Cargo, excelling in customer service excellence and technical troubleshooting. Recognized for streamlining processes and enhancing customer satisfaction, I leverage strong analytical thinking and effective communication skills to resolve issues efficiently and foster positive relationships.
Overview
10
10
years of professional experience
5
5
Certification
Work History
Sales Operations Analyst
Western Asset
Dubai, UAE
12.2023 - 01.2025
- Instructed field sales team members on access and optimal leverage of CRM and other database technologies in cultivating customer relationships and driving sales performance.
- Monitored sales organization's compliance with corporate standards of record-keeping for customer personal information, sales records and validation reports.
- Trained team members in proper data entry and contract execution within available electronic tools and platforms, demonstrating streamlined sales practices.
- Pointed out process bottlenecks and inconsistencies to upper management, facilitating continuous process improvement to eliminate standard procedures hindering successful sales tactics.
- Informed sales team on availability and interpretation of forecasting and territory management data to enable team members to close more sales.
- Collaborated with sales team to qualify potential leads through discussion of product and service needs, laying groundwork for selection of powerful combinations of product and service offerings.
- Monitored accuracy and distribution of sales reports, recommending new tools or revisions to existing reports.
- Assigned sales organization objectives to sales team members in accordance with production schedule to meet business volume demands.
- Evaluated performance of products and sales campaigns through review of sales data, identifying trends and applying lessons learned to future sales initiatives.
- Worked closely with sales management to inspect sales process quality and prioritize opportunities for improvement.
- Developed and implemented incentive programs to increase sales and customer loyalty.
- Maintained up-to-date knowledge of products and services offered to customers.
- Performed supplier risk evaluations and supported regulatory inspections.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Trained and coached sales team members on best practices for customer service and sales techniques.
- Created models to forecast and predict quantitative and comparative evaluations of various business solutions.
- Conducted research and analysis to develop model-based solutions to complex operational problems.
- Advised business partners on how to best leverage reported information and drive actionable insights.
Customer Service Supervisor
Hashtag Infotech
05.2022 - 09.2023
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Coached employees through day-to-day work and complex problems.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Created, prepared, and delivered reports to various departments.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created customer support strategies to increase customer retention.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Researched and corrected customer concerns to promote company loyalty.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Recruitment Specialist
Lorven Technologies
Tamilnadu, Chennai
09.2016 - 05.2021
- Hired employees and initiated new hire paperwork process.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Worked alongside global business leader to deploy new training strategies.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Administered employee benefits programs and assisted with open enrollment.
Reservation Associate
Air France-KLM
Gurgaon, Haryana
09.2014 - 07.2016
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Real Estate Broker
Shobha Limited
Bengaluru, Karnataka
04.2010 - 07.2014
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Worked closely with front desk to achieve full occupancy of property.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Maintained awareness of types of rooms available in different resort locations.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Provided customers with information about availability and pricing.
- Compared properties possessing similar features to determine competitive market prices.
- Negotiated real estate contracts to navigate transactions between buyers and sellers.
- Provided guidance and consultation to clients to make well-informed decisions in real estate investments.
- Utilized online marketing platforms to promote real estate services and generate leads.
- Arranged for inspections and surveys of sold properties.
Customer Support Specialist
Uber
07.2009 - 03.2010
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Multitasked to handle diverse customer needs in high-volume Type setting, prioritizing tasks to keep up with challenging deadlines.
- Researched and identified solutions to technical problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Developed and implemented preventive maintenance procedures.
Skills
1Customer Service Skills
Strong communication (verbal and written)
Active listening and empathy
Patience and professionalism under pressure
2 Sales Skills
Upselling and cross-selling (eg, room upgrades, travel insurance)
Persuasive communication
Meeting sales targets and KPIs
3 Reservation Systems Knowledge
Familiarity with Global Distribution Systems (GDS) like Amadeus, Sabre, or Galileo (for airlines)
Hotel PMS (Property Management Systems) like Opera, Cloudbeds, or eZee
Booking platforms (Expedia, Bookingcom, etc)
4 Attention to Detail
Accurate data entry (names, dates, payment info)
Spotting inconsistencies or errors in reservations
5 Problem-Solving Skills
Handling overbooking, cancellations, and customer complaints
Offering alternative solutions quickly
6 Multitasking & Time Management
Managing multiple reservations or calls at once
Prioritizing urgent requests
7 Tech Savvy
Using CRM software, online chat, and email platforms
Comfortable with Excel, Word, and digital communication tools
- Marketing analytics
- Competitor analysis
- Sales pitch development
- Lead generation
- Inventory management
- Point of sale operation
- Upselling techniques
Accomplishments
I have strong computer skills, including proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with Adobe Creative Suite for graphic design projects. I am also skilled in programming languages such as Python and Java, having developed a web application as part of my coursework. Additionally, I completed a certification in data analysis, which enhanced my ability to use Excel for data visualization and reporting. I am adept at collaborating with teams and communicating technical information clearly.”
Certification
Opera,Amedeus,Galileo
Data entry, formulas/functions, data visualization, pivot tables, macros, or VBA programming
Languages
Bengali
Elementary (A2)
Hindi
Advanced (C1)
English
Advanced (C1)
Nepali
Advanced (C1)
Arabic
Beginner (A1)
Timeline
Sales Operations Analyst
Western Asset
12.2023 - 01.2025
Customer Service Supervisor
Hashtag Infotech
05.2022 - 09.2023
Recruitment Specialist
Lorven Technologies
09.2016 - 05.2021
Reservation Associate
Air France-KLM
09.2014 - 07.2016
Real Estate Broker
Shobha Limited
04.2010 - 07.2014
Customer Support Specialist
Uber
07.2009 - 03.2010
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