Sana Amjad
Senior Secretary and Adminstrator
Dubai,UAE
Summary
Organised Aviation Senior Secretary with knack for streamlining office operations and enhancing productivity with an experience of 6 years in a similar role. Improved scheduling systems, resulting in smoother workflows and increased team efficiency. Known for fostering positive working relationships and ensuring seamless communication within departments.
Overview
15
15
years of professional experience
2016
2016
years of post-secondary education
Work history
Superintendent Administration and Senior Secretary
Kuwait Airways
Dubai, UAE
10.2023 - Current
- Maintenance of internal portals of communication and upkeep ensuring team is updated.
- Provide comprehensive support in managing administrative work, drafting emails and correspondences.
- Preparing presentations and reports with the system knowledge of Salesforce, ACE and other supportive applications.
- Manage invoices, preparing budget for sales and marketing departments.
- Overseeing the maintenance of the office ensuring the office is well managed.
- Receive, evaluate, and respond to incoming communications. Redirect or escalate matters to the executive as needed, ensuring timely and accurate responses.
- 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.
- Monitor client revenues and recommend ways of improving to line manager for multinational and large local accounts. Hold responsibility for client profitability.
- To formulate and generate sales report: Monthly and weekly for airlines.
- Regularly update clients on business product portfolio, using all means available to maximize sales and revenue. Ensure that policy decisions are promptly communicated to front line staff and clients, along with other relevant travel industry updates.
- Prepare confidential letters and respond to 100 emails per day for company.
- Assist all commercial stakeholders with inaugural flight invitations by coordinating with important passengers (IP/VIP/CIP) with all booking/ticketing and special requirements.
- Fulfilling any ad hoc requests including events for C Suites.
- Liaise with all service departments i.e. Revenue Accounts, IT, E-Commerce, and Credit Control, etc. to ensure full support is provided to business operations and clients, and also liaise with internal departments and clients to ensure timely payment recovery is made.
Sales Support and Admin Executive
dnata travel management
Sheikh Zayed Road
05.2019 - 09.2023
- To bring in 50+ new leads and SMEs through various tools and applications to fill in sales pipeline.
- Demonstrate advantages of partnering with business to client though product knowledge both locally and globally. Create intuitive pricing, product solutions or campaigns in line with client expectations and requirements.
- Responsible to furnish related reports to management team comprising of VPs and Regional Manager Commercial Operations with 100% accuracy.
- Support activities of creating commercial business capability by creating agendas and collating feedback from CO/Sales teams in network in regards to areas of development for tools and systems that are required to support sales function, and any new Technology requirements relevant to new distribution strategy such as data and reporting.
- Handle all trade and operation related general booking queries including medical assistance, Skywards, other ancillaries and liaise with relevant departments to display value of partnership.
- Support in creation of sales/commercial content on global portals to ensure timely and quality creation, and manage overall effectiveness on ongoing basis including record keeping of sales Journey standardized documents.
- To obtain raw data to bring competitive advantage and provide value to new prospect
- To make new sales calls and allocate to business development team as well as manage client relationship for SMEs.
- To assist and contribute in proposals /RFPs along with 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
Deira
06.2018 - 05.2019
- To scrutinize daily booking pace of airline and report to country head on time.
- To achieve top routes and churn data to obtain revenue by keeping track on market share and competitor information.
- Enhanced user experience of 80% conversion by analyzing user feedback and implementing necessary adjustments.
- Designed innovative strategies to overcome competitive market challenges.
- Streamlined business operations by analysing and implementing process improvements.
- Implemented cost-saving measures through rigorous budget management and careful resource allocation.
Airline Travel Consultant
dnata
03.2012 - 06.2018
- To manage team with schedule and handling over 100 emails per day for related enquiries.
- Asked open-ended questions to better ascertain client needs and meeting 100% customer satisfaction.
- 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 sales team, agents and meeting target for sales of tickets
- To create and maintain sales report and keep track of updates from travel agencies.
- To maintain tracks of flights and provide information for refunds, Rebates and no shows
- To provide information and send requisition for suspended coupons to agents in regards to no shows.
- To create and maintain frequent flyer program for guests and provide enquiries in regards for redemption, upgrade other benefits.
- Built strong relationships with clients through exceptional communication and personalized service.
- Streamlined booking processes for increased efficiency by 90% and reduced client wait times.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
Customer service Representative
dnata
Dubai
03.2012 - 08.2013
- Responsible for resolving Customer complaints in 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 ability to cope with pressures of work and to understand effect of pressure.
Customer service agent & Product knowledge executive
Microsoft
Dubai, UAE
09.2009 - 07.2011
- Issuing receipt vouchers to customers for amounts collected in accordance to company policy
- Fully cooperating with sales management to felicitate collection process and updating management with any issues concerning customers
- Submitting daily report of 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
CBSE - International Business
Emirates English speaking school
United Arab Emirates 03.2008 - 09.2010
CBSE - International Business
Emirates English speaking school
Dubai 03/2008 - 09.2010
Diploma of Higher Education - International Business
Madonna University
U.S.A 02.2008 - 09.2010
Skills
- Data Analytics
- Meeting strict deadlines
- Team player
- Networking capabilities
- Salesforce software mastery, Excel, Power BI, ACE, Galileo, Sabre and Amadeus
- Event management for C Suite
- Performance reporting
- Budgeting and forecasting
- Experienced in travel arrangements
- Advanced typing speeds
- Time management mastery
- Senior-Level reporting
- Exceptional organisation
Languages
English
Proficient (C2)
Hindi
Proficient (C2)
Urdu
Proficient (C2)
Arabic
Beginner
Affiliations
- learning new things, Horse riding, event planner, sleeping and meeting new people
Accomplishments
Awarded for good customer service, meeting expectations and recognized as a good team player.
References
References available upon request.
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Superintendent Administration and Senior Secretary
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
CBSE - International Business
Emirates English speaking school
03.2008 - 09.2010
Diploma of Higher Education - International Business
Madonna University
02.2008 - 09.2010
CBSE - International Business
Emirates English speaking school
03/2008 - 09.2010
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