James Mathew
Sales & Operations Management
Bengaluru
Summary
Sales Operations Specialist - ISC Region managing regional sales operations across India, Bangladesh, Nepal, Sri Lanka, and Maldives. Oversees reservations and ticketing, trade and corporate account support, group sales, sales systems, and sales administration while aligning processes with policy requirements. Drives process improvement, removes bottlenecks, and leads team performance to support stronger service delivery.
Overview
6
6
Languages
30
30
years of professional experience
Work History
Sales Operations Specialist - ISC Region
Qatar Airways
2022.12 - Current
- Manage Sales Operations teams for the assigned region (ISC – India, Bangladesh, Nepal, Sri Lanka & Maldives)
- Oversees the ongoing collaborative relationships between all teams in region and providing proactive solutions to any issues that arise
- Responsible for driving and implementing sales operations strategy
- Manage Sales Operations Function with responsibility for Reservations and Ticketing, Trade and Corporate Account support, Group Sales, Sales Support, Sales Systems, and Sales Administration
- Ensures that policies and processes facilitate overall department's productivity and are aligned with other Qatar Airways policies
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
- Pointed out process bottlenecks and inconsistencies to upper management, facilitating continuous process improvement to eliminate standard procedures hindering successful sales tactics
- Oversee and supervise teams. Direct daily activities, recruit, train, develop and discipline to ensure high standard of service delivery
Corporate Sales Manager - South India
SpiceJet Limited
2021.09 - 2022.12
- Accountable for strategic direction of SpiceJet Corporate Sales in South India
- Delivering set revenue targets and implementing sales and marketing plans
- Regularly evaluate department and teams' objectives, plans, procedures and practices and makes appropriate changes if needed
- Oversee and supervise South India Team
- Direct daily activities, train, develop and discipline to ensure high standard of service delivery
- Successfully managed budgets and allocated resources to maximize productivity and profitability
Volunteer
Volunteer Work
2020.09 - 2021.08
- Developed many volunteering activities in different groups, benefiting society
- Assisted with special events and programs
- Participated in volunteer orientations and training sessions to learn about organizational changes and mission updates
Sales Manager
Qatar Airways
2018.08 - 2020.07
- Owned all aspects of sales planning, development, team and account management for assigned territory
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals
- Outperformed revenue targets by effectively applying strategic sales strategies based on industry trend and competitive analysis techniques
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits
- Hired, trained, built and managed high-performing sales & operational teams to carry out sales initiatives and reach objectives
Senior Sales Executive
Qatar Airways
2013.09 - 2018.07
- Outperformed revenue targets by effectively applying sales techniques
- Facilitated relationships with target accounts through implementation of proven networking methods
- Produced contracts, reports, letters, and proposals for clients
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
- Presented products to clients using dynamic presentations and practical use-case scenarios
Sales Executive
Qatar Airways
2008.01 - 2013.08
- Increased revenue by implementing effective sales strategies in all aspects of sales cycle process from prospecting leads through close
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals
- Achieved sales goals and service targets by cultivating and securing new customer relationships
- Developed SWOT analysis and executed targeted sales strategies accordingly using data-driven decision-making
- Presented products to clients using dynamic presentations and practical use-case scenarios
Supervisor
Orient Travels
2006.01 - 2008.01
- Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales
- Motivated and trained team members to maximize team productivity
- Devised processes to boost long-term business success and increase profit levels
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports
Supervisor
Cathay Pacific Airways Ltd.
2004.06 - 2005.08
- Developed and deepened relationships with customers, vendors and internal stakeholders
- Identified and resolved unauthorized, unsafe or ineffective practices
- Trained and guided team members to maintain high productivity and performance metrics
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports
Supervisor
Ebookers.Com, Europe’s Largest Online Travel Agency
2003.06 - 2004.05
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
- Provided coaching and counseling to team members, to encourage professional growth as well as meet short- and long-term goals
- Maintained compliance with company policies, objectives and communication goals
Supervisor
Swiss International Air Lines
2002.05 - 2003.04
- Safe, punctual and efficient handling of all Flight Operations
- Co-ordinate Flight handling activities with Load Controller, Maintenance, Cargo, Catering, Reservation, Immigration, Customs and report outcome to Duty Manager controlling Flight
- Adhering stringently to Company policies pertaining to financial issues involving reporting counter sales and credit card sales on daily basis
Team Leader
RPG Paging Services Ltd.
1997.01 - 2002.03
- Managed corporate customer interactions to ensure high-quality service delivery
- Assisted team lead in effectively achieving business requirement of maximum customer satisfaction
- Conducted training and mentored team members to enhance productivity and commitment to friendly service
Education
Bachelor of Tourism Studies - Tourism
INDIRA GANDHI NATIONAL OPEN UNIVERSITY
New Delhi, India2001-12
Diploma in IATA/UFTAA Foundation Course - IATA
IATA Aviation Training And Development Institute
Montreal, Canada2001-08
Skills
Territory management
Operations management
Sales planning
Sales administration
Process improvement
Staff management
Training and development
Coaching and mentoring
Performance evaluation
Recruitment
Salesforce CRM administration
International Experience
- UAE - Dubai
- Sultanate of Oman - Muscat
Timeline
Sales Operations Specialist - ISC Region
Qatar Airways
2022.12 - Current
Corporate Sales Manager - South India
SpiceJet Limited
2021.09 - 2022.12
Volunteer
Volunteer Work
2020.09 - 2021.08
Sales Manager
Qatar Airways
2018.08 - 2020.07
Senior Sales Executive
Qatar Airways
2013.09 - 2018.07
Sales Executive
Qatar Airways
2008.01 - 2013.08
Supervisor
Orient Travels
2006.01 - 2008.01
Supervisor
Cathay Pacific Airways Ltd.
2004.06 - 2005.08
Supervisor
Ebookers.Com, Europe’s Largest Online Travel Agency
2003.06 - 2004.05
Supervisor
Swiss International Air Lines
2002.05 - 2003.04
Team Leader
RPG Paging Services Ltd.
1997.01 - 2002.03
Diploma in IATA/UFTAA Foundation Course - IATA
IATA Aviation Training And Development Institute
Bachelor of Tourism Studies - Tourism
INDIRA GANDHI NATIONAL OPEN UNIVERSITY