Summary
Overview
Work History
Education
Skills
Personal Information
References
Languages
Timeline
Generic
Sana Amjad

Sana Amjad

Dubai

Summary

Experienced Sales Support Specialist with 12+ years of expertise in driving strong airline sales. Efficiently manages sales funnels, supports corporate sales initiatives, conducts competitor analysis, and handles cargo and charter requests. Proven ability to handle customer queries, address grievances, and solicit positive feedback. Proficient in utilizing sales tracking tools and generating informative reports. Adept at identifying market trends to assist sales professionals in making strategic decisions and maintaining a competitive edge in the industry.

Overview

15
15
years of professional experience

Work History

Superintendent Administration and Sales support

Kuwait Airways
10.2023 - Current
  • Managing the team’s task list by ensuring all new matters are captured and extracting reports from the system
  • Management of training databases, periodic updates of the training records and monitor periodic communication and cascade to the team
  • Maintenance of internal portals of communication and upkeep ensuring team is updated.
  • Gather and share relevant information on all competitors, fares/rules, special incentives/promotions, policies, market trends, sales processes on daily basis and provide recommendation where necessary to improve market position and increase revenue.
  • Management of database, dashboard and trend analysis to the team
  • To formulate and generate sales report: Monthly and weekly for the airlines
  • Support internal/external customers with all fares, pricing and sales related queries and provide technical advice to effectively resolve persistent GDS issues
  • Prepare confidential letters and emails for the company.
  • Handle all trade related general booking queries including medical assistance, Skywards, other ancillaries and liaise with the relevant departments to deliver high quality focused customer service.
  • Process all queries related to Agency Debit Advisory (ADA), Agency Debit Memos (ADM) dispute/reversal, Refund Summary Adjustment Note (RSAN), Sales Summary Adjustment Note (SSAN), Refund Application (RA) using all relevant tools and complete other audits when required
  • Assist all commercial stakeholders with inaugural flight invitations by coordinating with the important passengers (IP/VIP/CIP) with all booking/ticketing and special requirements.
  • Managed multiple simultaneous projects while maintaining strict deadlines and adhering to budget constraints.
  • Analyzed reports to identify areas of improvement and implement corrective action.

Sales Support and Admin Executive

dnata travel management
05.2019 - 09.2023
  • To bring in new leads and SMEs through various tools and applications to fill in the sales pipeline.
  • Evaluate, negotiate, and secure group travel requests, charter flights, MICE deals and assist customers with all booking/ticketing and special requirements.
  • Designing relevant business plan template related to the activity of Annual Business Planning Process and the engagement with relevant stakeholders related to any queries.
  • Responsible for related reports for the supported stakeholders such as Commercial Operations SVPs and Regional Manager Commercial Operations
  • Support the activity of creating a commercial business capability by organize, creating agendas and collating feedback from CO/Sales teams in the network in regards to areas of development for tools and systems that are required to support the sales function, and any new Technology requirements relevant to new distribution strategy such as data and reporting
  • Handle all trade related general booking queries including medical assistance, Skywards, other ancillaries and liaise with the relevant departments to deliver high quality focused customer service.
  • Support in the creation of sales/commercial content on the global Emirates partners portals to ensure timely and quality creation, and manage the overall effectiveness on an ongoing basis including additional sites with language requirements as assigned by line manager
  • To obtain the raw data to bring the competitive advantage and provide the value to the new prospect
  • To make new sales calls and allocate to the business development team
  • To assist and contribute in proposals /RFPs along with the Business development manager
  • To prepare weekly, monthly and annual reports of Trade and revenue and contribute in forecasts for budgeting purpose.

Business Analyst and Sales Support

dnata
06.2018 - 05.2019
  • To generate raw data and pivot to form reports for higher management.
  • To scrutinize the daily booking pace of an airline and report to the country head
  • To obtain the top routes and churn the data to obtain the revenue by keeping a track on market share and competitor information.
  • To amend strategies along with the country head for peak and off peak season.
  • To form individual reports for every travel agency contribution and their yield.
  • Enhanced user experience on company website by analyzing user feedback and implementing necessary adjustments.

Airline Travel Consultant

dnata
03.2012 - 06.2018


  • To manage the team with schedule and handling emails for the management of the reservation
  • Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
  • Implemented automated office systems, optimizing client, and data communications as well as records management.
  • Developed process improvements and long-term business strategies through analysis of customer feedback.
  • To coordinate with the sales department and other travel agents for the sales of tickets
  • To create and maintain the sales report and keep a track of the updates from the travel agencies
  • To maintain the tracks of the flights and provide information for the refunds, Rebates and no shows
  • To provide information and send requisition for the suspended coupons to the travel agents in regards to the no shows
  • To create and maintain the frequent flyer program for the guests and provide the enquiries in regards for the redemption, upgrade other benefits.
  • Organized trips for individual, family and business travelers.
  • Built strong relationships with clients through exceptional communication and personalized service.
  • Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
  • Streamlined booking processes for increased efficiency and reduced client wait times.
  • Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.

Customer service Representative

dnata
03.2012 - 08.2013
  • Responsible for resolving Customer complaints in a limited time
  • Coordinating with team and other departments to insure issues are solved smoothly
  • To fully participate in all communication systems, attending and making positive contribution to team and other meetings as required
  • To have the ability to cope with the pressures of work and to understand the effect of pressure.

Customer service agent & Product knowledge executive

Microsoft
09.2009 - 07.2011
  • Issuing receipt vouchers to customers for amounts collected in accordance to the company policy
  • Fully cooperating with sales management to felicitate collection process and updating management with any issues concerning customers
  • Submitting daily report of the sales.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.

Education

Diploma in Business administration -

Madonna University
01.2010

CBSE -

Emirates English speaking school
01.2008

Skills

  • Airline and commercial sales experience for 12 years
  • Proficient in MS Office Applications, Salesforce, Galileo, Sabre,Amadeus, PowerBI and ACE
  • In-depth knowledge of the UAE travel market, world geography, fare construction and booking/ticketing procedures
  • Ability to work independently under pressure and as a part of a highly contributing team in a fast-paced environment
  • Customer Relationship Management
  • Excellent communication and Interpersonal Skills
  • Data Analytics
  • Sales and Marketing
  • Meeting strict deadlines
  • Staff Training / Development
  • Rostering and scheduling
  • Team building and staff happiness executive
  • Team player and exceeding customer expectations

Personal Information

  • Date of Birth: 09/02/89
  • Nationality: Indian
  • Driving License: Acquired
  • Marital Status: Single

References

Will be readily furnished upon request

Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Urdu
Bilingual or Proficient (C2)
Arabic
Beginner (A1)

Timeline

Superintendent Administration and Sales support

Kuwait Airways
10.2023 - Current

Sales Support and Admin Executive

dnata travel management
05.2019 - 09.2023

Business Analyst and Sales Support

dnata
06.2018 - 05.2019

Airline Travel Consultant

dnata
03.2012 - 06.2018

Customer service Representative

dnata
03.2012 - 08.2013

Customer service agent & Product knowledge executive

Microsoft
09.2009 - 07.2011

Diploma in Business administration -

Madonna University

CBSE -

Emirates English speaking school

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Sana Amjad