MUNEER UR REHMAN
Summary
Dynamic and results-driven Assistant Manager with over 9 years of experience in travel industry. Expertise in developing and executing sales strategies, leading high-performance teams, and driving revenue growth through effective customer relationship management. Skilled in coaching and mentoring sales staff, optimizing processes, and leveraging data-driven insights to improve conversion rates and customer satisfaction. Adept at managing client relationships, resolving complex issues, and ensuring seamless delivery of travel services. Passionate about delivering exceptional customer experiences while meeting and exceeding business objectives.
Overview
11
11
years of professional experience
Work History
Assistant Manager
Moresand Group
01.2019 - Current
- Strategically managed a team of 45 professionals, ensuring the successful achievement of departmental targets and KPIs, including profit margins, conversion rates.
- Develop and implement sales strategies that increased sales by 30% year-over-year, exceeding monthly targets.
- Provide coaching and training to the sales team, enhancing their product knowledge and sales techniques, resulting in a improvement in conversion rates.
- Manage customer escalations effectively, maintaining a high level of customer satisfaction while resolving complex issues.
- Analyze market trends, customer feedback, and competitor activities to inform sales strategies and business planning.
- Manage client accounts, identifying upselling and cross-selling opportunities to maximize revenue.
- Collaborate with cross-functional departments to ensure seamless sales and service delivery and meet client requirements.
- Prepare regular sales reports, forecasting, and performance analysis.
Team Leader
Arvato Bertelsmann India ( British Airways)
06.2015 - 12.2018
- Lead, motivated, and managed a team of 60 customer service agents.
- Monitored daily team performance, providing regular feedback, support, and guidance to improve productivity and customer service quality.
- Tracked and analyze team performance metrics, such as service level, average handling time, conversion rates, and customer satisfaction scores.
- Ensured team meets or exceeds Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
- Conducted regular training sessions to enhance team members’ product knowledge, soft skills, and customer service techniques.
- Acted as a point of contact for client concerns, ensuring issues are handled and followed through in a timely manner.
- Foster a positive and collaborative team environment, encouraging open communication, teamwork, and employee engagement.
- Completed administrative duties, including scheduling shifts, maintaining attendance records, and documenting team performance.
Customer Service Associate
Sun Business Solutions (SpiceJet)
04.2014 - 03.2015
- Provided exceptional customer service by assisting clients with travel-related inquiries, including booking flights, hotel accommodations, car rentals, and vacation packages.
- Handle travel modifications, cancellations, and refunds, following company policies and procedures.
- Process changes to existing bookings, including flight changes, accommodation adjustments, and special requests like meal preferences, seat selection, or VIP services.
- Ensure all bookings and customer interactions are in compliance with company policies, industry regulations, and security standards.
Education
B.A (Programme) - Arts & Humanities
Delhi University
12.2016
Intermediate -
CBSE
03-2012
Skills
- Sales Leadership & Strategy Execution
- The ability to lead and guide a sales team, implementing effective sales strategies that align with business objectives Skilled in setting sales targets, monitoring performance, and ensuring the team meets or exceeds Key Performance Indicators (KPIs) in a fast-paced operations environment Customer Relationship Management (CRM)
- Proficiency in managing customer interactions through CRM systems to drive personalized experiences and maintain strong relationships Expertise in using CRM tools to track leads, convert prospects, and foster customer loyalty in a high-volume setting Team Coaching & Performance Optimization
- Experience in coaching, mentoring, and training sales agents to improve their performance Ability to identify skill gaps, provide regular feedback, and implement development plans to increase team productivity and meet targets Problem Solving & Escalation Handling
- Strong problem-solving skills for managing customer escalations, resolving complex issues, and ensuring quick resolutions while maintaining customer satisfaction Ability to handle challenging situations in the operations environment with diplomacy and professionalism Data Analysis & Reporting
- Expertise in analyzing sales data, identifying trends, and making data-driven decisions to optimize sales performance Proficient in creating reports, providing insights on team performance, and making recommendations to senior management for continuous improvement
Technology Proficiency
Competence in using travel reservation systems i.e GDS- Amadeus, Galileo, Saber, online booking CRM platform, and other relevant technology such as Microsoft Office Suite (Excel, Word, PowerPoint).
Accomplishments
- Best Supervisor of the Year.
- Most Innovative Mind.
Languages
Hindi
English
French
Timeline
Assistant Manager
Moresand Group
01.2019 - Current
Team Leader
Arvato Bertelsmann India ( British Airways)
06.2015 - 12.2018
Customer Service Associate
Sun Business Solutions (SpiceJet)
04.2014 - 03.2015
B.A (Programme) - Arts & Humanities
Delhi University
Intermediate -
CBSE
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