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CV Profile No.59764

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Last name : *******
First name : *******
Phone : +2***********
Email : ******@******
Date of birth : : ********
Nationality : ********
Address : ******************************************

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Profile details

Job category searched
» Management
» Marketing, communication
» Sales
» Tourism, hotel business and catering
» Airport and shipping services
» Call centers, hotlines
» Marketing, communication, media
» Services other
» Tourism, leisure activities
Professional experience . More than 10 years
Professional Experience: 
Head of Customer Service and Communications
Secondary Book Press
06.2021 - 05.2022
 Drafting of departmental Standards Operation Procedures  Drafting interdepartmental Service Level Agreements  Reduced product returns  Increased revenue by 20 percent  Implemented new marketing strategies  Improved customer service and created a positive customer experience
Customer Service and Sales Team Leader
Emirates Airline
11.2012 - 09.2020
 Increased Company’s revenue base by 15 percent by de- centralizing the sales force and delegating decision-making authority.  Met monthly key performance indicators by marketing last minute Economy to Business class upgrades and upselling techniques which enabled an increase in daily sales.  Consistently submitted daily sales reports on time for management review.  Increased efficiency by clear communication and teamwork with other departments which resulted in On Time Performance and thus gaining customer trust and ensuring customer retention.  Achieved high level of customer satisfaction by exhibiting Emirates Airline customer service values thus meeting customers’ needs and priorities.  Improved customer satisfaction by providing front line counter staff with relevant skills and consistently briefing them daily.  Handling and rebooking disrupted passenger’s tickets and preparing daily reports
Skills
 Team Building and Active Listening  Customer Service  Sales and Marketing  Coordination and Decision Making  Complex Problem Solving  Communication Skills  Revenue Management  Financial Resources Management  Critical Thinking and Adaptability
Education . Master
MBA
Jaipur National University
06.2017 - 12.2019
Master of Business Administration with a specialization in Project Management
Bachelor
Midlands State University
03.2007 - 11.2010
Bachelor of Commerce Accounting Honours Degree
Diploma
Emirates Aviation University
01.2017 - 08.2018
Leadership Diploma
Certification
Chartered Institute of Customer Management
09.2021 - 12.2021
Certified Customer Service Practitioner
Languages
englishfluent
More information
immediately
Harare
Harare
Permanent contract - Fixed-term contract
23.06.2022
10

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