Eilene Dessa
Corporate Sales Manager - Oman
Jaipur
Summary
Versatile Business Management Leader with advanced knowledge of financial, business development and operational areas. Steps into new areas with adaptable approach. Instrumental in creating Corporate segment and problem-solver with 18 years of experience in Travel Industry in Oman.
Overview
30
30
years of professional experience
8
8
years of post-secondary education
Work History
Manager Business Performance &Grievance Redressal
HDFC Limited
Jaipur
10.2021 - Current
- Spearheaded continuous improvement initiatives to increase operational excellence and development.
- Transformed existing processes and rebuilt platform to optimize information utility and process efficiency.
- Monitored key performance indicators and built processes to support partner performance and growth.
- Leveraged analytical tools to provide insight and enhance performance.
- Tracked, analyzed and executed quality and continuous improvement initiatives to hold departments accountable for performance.
- Gathered, documented, and modeled data to assess business trends.
- Produced detailed and relevant reports for use in making business decisions.
- Responsible to provide adequate and quick resolution to all the escalated complaints.
- Conduct various initiatives towards reduction in escalations of customer complaints.
- Regular review of open complaints and sharing feedback both 1 on 1 and with the team to maintain an upward trend in their communication and resolution to grievances.
Sales and Marketing Manager
The Laxmi Niwas Palace Hotel
Bikaner
09.2020 - 09.2021
- Accomplish marketing and sales human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees, communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, enforcing policies and procedures
- Achieve marketing and sales operational objectives by contributing marketing and sales information and recommendations to strategic plans and reviews, preparing and completing action plans and customer-service standards, resolving problems, identifying trends, determining system improvements, implementing change as per Covid-90 protocol advised by local Government
- Meet marketing and sales financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, initiating corrective actions
- Determine annual and gross-profit plans by forecasting and developing annual sales quotas, projecting expected sales volume and profit, establishing pricing strategies, recommending selling prices, monitoring costs, competition, supply, and demand
- Accomplish marketing and sales objectives by planning, developing, implementing, and evaluating advertising, merchandising, and trade promotion programs; developing field sales action plans
- Identify marketing opportunities by identifying consumer requirements, competitor’s share, and competitor’s strengths and weaknesses, forecasting projected business, establishing targeted market share
- Improve marketability and profitability by researching, identifying, and capitalizing on market opportunities; improving product packaging
- Sustain rapport with key accounts by making periodic visits/ web meetings, exploring specific needs, anticipating new opportunities
- Provide information by collecting, analyzing, and summarizing data and trends
- Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, participating in professional organizations.
Senior Key Account Manager - TMC's
Qatar Airways
Muscat
04.2018 - 08.2020
- Lead commercial sales by contributing 24% of revenue share of worth 24M USD annually
- Maintained long term strategic relations with top corporate accounts, Travel Management Companies,
- Embassies and Ministries
- Contributed in implementing QR sales strategy to maximize short and long term revenue opportunities, reduced cost of sale and generated business switch
- Established competitive sales strategy and successfully signed PLB contracts
- Assessed characteristics of QR Ancillary products and services to promote and advised on the advertising needs
- Established strong relationships with community associations, influencers and leaders and secured brand loyalty
- Represented Qatar Airways in local business associations and community groups
- Developed, implemented and evaluated communication strategies and programs designed to inform trade, corporate and the general public including influencers from government and other organizations
- Prepared and conducted monthly revenue performance meetings, trade workshops, presentations, and assisted in preparing web site contents as per local market requirements
- Prospected leads and opportunities for the Corporate Team.
Head of Corporate Sales & Sr. Key Account Manager
Qatar Airways / Muscat
02.2010 - 03.2018
- Revived corporate segment in Oman to a turnaround success story by revamping corporate sales strategy
- LANGUAGES
- English
- Hindi
- Signed contract from corporate sales leads and achieved 120% of projected monthly sales goals during tenure
- Identified and targeted top corporate accounts with premium and high yield revenue, followed up on their acquisition, implementation, development, and retention
- Generated revenue by implementing best practices based on customers’ needs, challenges and opportunities within their business
- Developed tailored account plans and solutions, delivered strategic advice to drive customer success
- Improved sales policies and practices and developed standards for account management
- Developed strong customer relationships that delivered impactful results on ambitious annual targets
- Highest Sales performance in 2012-13 with revenue worth USD 22M from my corporate accounts
- Increased annual sales volume by 33%, growing sales from $42 million in 2012 to $57 million in 2016 and maintained growth year over year
- Initiated negotiations by conducting regular reviews, to understand their requirements and provided them with competitive options to derive maximum revenue
- Lead and participated in negotiations with new and existing clients to optimize the full potential of an air partnership, beneficial to both parties
- Effectively managed existing line of business and sourced new business opportunities through ownership and active management to develop quality revenue
- Worked closely with the corporate TMC partners to seek new opportunities
- Regularly participated in networking events to prospect leads
- Assisted in the preparation of brochures, reports, newsletters and other material to promote IBE sales
- Successfully mastered as professional host speaker at QR Trade Awards Night.
Key Account Manager
Qatar Airways
Muscat
02.2008 - 03.2010
- Achieved highest revenue sale, attained 129% of the 17M target despite of recession in the year 2009-10
- Managed portfolio of local accounts and increased revenue by 25% over previous year
- Established efficient co-ordination and rapport with top Travel Management companies and travel trade in order to obtain sustained revenue from all the territories in Oman
- Maintained competitor’s feedback on its changing market trends to ensure high end revenue
- Established excellent team work by providing a motivated atmosphere and overall support to the management and staff in all departments
- Created monthly revenue performance reports from available MIS tool to meet business objective
- Independently organized new destinations launch events and created market for new product, Trade Awards
- Night, Road shows, sales blitz and workshops
- Coordinated in implementing QR's Business plan strategy aligned with station Sales plan and Marketing plan.
Senior Marketing and Pricing Specialist
Qatar Airways
Muscat
03.2006 - 02.2008
- Planed, coordinated and executed events – Oversee the planning and execution of logistics and operation for special meetings, conferences, road shows
- Instrumental in meeting the business objectives through lead generation from seminars, special events and trade events
- Coordinated corporate communication for press releases, printed material, proofreading and monthly newsletters
- Developed and managed productive relationships with the local Press and Media
- Evaluated all promotional advertisements and sponsorships proposals
- Managed and monitored marketing budget, actual spent and return on Investment
- Independently handled local travel exhibition, initiated stall design, showcasing company brand at Oman
- Travel Market exhibition where QR stall under my supervision won the top prize
- Proposed and negotiated various levels of services and discounts in order to float strategic promotions,
- Tactical promotions and Interline Fare’s from Oman
- Implemented different techniques of pricing strategy based on Market segmentation
- Prepared monthly Station performance report including Destination performance, Cabin Class performance
- Prepared reports based on Agency performance, corporate sales performance, TMC’s performance and Qatar
- Holidays performance on a monthly basis
- Worked in co-ordination with Finance department to ensure timely and accurate data is forwarded regarding refund, GDS misuse, ADM’s.
Corporate Sales Coordinator
Mezoon International LLC
Muscat
10.2003 - 03.2006
- Serviced top corporate accounts in Oman.
- Networked with business communities to expand corporate clientele database and maintain good rapport to gain business for the Company
- Completed daily sales – report, refunds report
- Besides Corporate sales, also expertise on automated reservations, working out Fares, group ticketing, BT ticketing, IT ticketing, E- ticketing on GALILEO, AMADEUS, APOLLO & SABRE simultaneously
- Established successful and good Teamwork by providing a healthy and motivated work atmosphere
- Established excellent rapport with all airline executives.
Supervisor Reservation
United Airlines
Jaipur
06.1993 - 09.2003
- Supervised retail sales, telephonic sales, fare desk, Customer Service for UNITED AIRLINES in Jaipur
- Carried high level of proficiency in automated ticketing, reservation system and working out Fares of different
- CRS like APOLLO, GALILEO, AMADEUS & SABRE
- Maintained monthly sales report & statement of commission report
- Promoted the Airline to bring substantial Business through telephonic-sales in order to achieve assigned target
- Calculated Fares manually, Constructed round the world fares manually as well as on system
- Prepared business justification business cases to authorize waivers of Minimum stay, excess baggage, advance purchase, upgrades
- Handled calls with high profiles loyal customers and resolved issues from escalated calls from the junior colleagues.
Education
Master of Arts -
University of Rajasthan
Jaipur 07.1996 - 04.1998
Bachelor of Arts -
University of Rajasthan
Jaipur 07.1990 - 04.1993
High School Diploma -
St. Angela Sophia School
07.1987 - 04.1989
GED -
Diploma in Computer Science
Datapro Information Technology 07.1990 - 04.1992
Skills
Business Developmentundefined
Accomplishments
- Business Intelligence Analyst
- Udemy Academy USA / in progress
- Master Class in B2B online Sales and Marketing
- Udemy Academy USA / Apr 2021
- Entrepreneur's Business Basics
- Herbal life India / Aug 2020
Timeline
Manager Business Performance &Grievance Redressal
HDFC Limited
10.2021 - Current
Sales and Marketing Manager
The Laxmi Niwas Palace Hotel
09.2020 - 09.2021
Senior Key Account Manager - TMC's
Qatar Airways
04.2018 - 08.2020
Head of Corporate Sales & Sr. Key Account Manager
Qatar Airways / Muscat
02.2010 - 03.2018
Key Account Manager
Qatar Airways
02.2008 - 03.2010
Senior Marketing and Pricing Specialist
Qatar Airways
03.2006 - 02.2008
Corporate Sales Coordinator
Mezoon International LLC
10.2003 - 03.2006
Master of Arts -
University of Rajasthan
07.1996 - 04.1998
Supervisor Reservation
United Airlines
06.1993 - 09.2003
Bachelor of Arts -
University of Rajasthan
07.1990 - 04.1993
GED -
Diploma in Computer Science
07.1990 - 04.1992
High School Diploma -
St. Angela Sophia School
07.1987 - 04.1989
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