Saad Kifayatullah Jamadar
Summary
Seasoned Travel & Customer Service Professional with over 15 years of experience in the aviation, travel, and tourism sectors. Proven track record in managing Umrah and holiday packages, flight reservations, B2B/B2C sales, and customer support across GCC and global markets. Certified in IATA and GDS systems (Galileo) and trained to operate Amadeus, with a strong ability to enhance customer satisfaction, streamline booking operations, and exceed sales targets. Adept at working in high-pressure environments with multicultural teams, and currently seeking to contribute my expertise to a dynamic organization in the UAE market.
Overview
16
16
years of professional experience
14088
14088
years of post-secondary education
Work History
Senior Executive
Umrah Group Desk Akbar Travels of India Pvt
09.2024 - Current
- Assist customers and sub-agents in finalizing Umrah package deals, providing clear explanations of booking procedures
- Liaise with internal teams to secure group fares and seat availability from multiple airlines, ensuring competitive pricing
- Collaborate with the IT team to maintain the website, uploading ongoing Umrah packages and ensuring accurate information is available for customers
- Work closely with the Digital Marketing team to develop and execute strategies to promote Umrah packages and generate leads
- Manage B2B and B2C leads, conducting face-to-face meetings with clients to explain package details and close deals
- Provide regular follow-ups with customers and clients, understanding their needs and recommending suitable package options
- Handle customer feedback and resolve complaints, ensuring client satisfaction and maintaining strong relationships
- Collect and verify necessary documentation for visa processing, monitoring visa statuses and promptly updating clients
- Assist departing customers at the airport, guiding them through check-in, travel documentation, and boarding processes for smooth departure experiences
Senior Reservation Executive
Indtex Solutions Pvt Ltd
01.2022 - 08.2024
- Provide guidance to drive sales and revenue growth
- Develop and implement ideas and strategies for company growth
- Assist customers in organizing Umrah, and holiday packages according to their requirements
- Issue flight tickets, book hotels, transfers, and organize visas for both Umrah and holiday travel, depending on the destination
- Provide air tickets and inform customers about the legal requirements covering their journey, such as passport, visa, and health requirements
- Ensure customers are aware of all necessary travel details
- Follow up with clients regarding their bookings and assistance with any special requests
- Ensure client satisfaction by addressing and resolving any issues
- Assist in business-to-business bookings based on specific requirements
- Maintain strong relationships with partners and sub-agents
- Assist B2B partners and sub-agents in organizing Umrah, and holiday packages
- Provide real-time support to partners, ensuring compliance with legal travel requirements (passport, visa, health)
- Follow up on bookings with clients and sub-agents/partners, offering seamless communication for special requests and adjustments
- Convert leads related to Umrah and holiday inquiries into sales
- Manage multi-city destinations and achieve complex itineraries with ease and convenience for passengers
Customer Service Analyst
ADP
06.2021 - 12.2021
- Assist clients with payroll inquiries for their companies
- Provide accurate and timely responses to payroll-related questions
- Offer guidance to clients on using the system to resolve their queries
- Ensure clients are well-versed in navigating and utilizing the system efficiently
- Provide information and support regarding time and attendance for employees
- Address any issues or concerns related to time tracking and attendance records
- Advise clients on money movement services
- Ensure clients understand the processes and procedures related to financial transactions
- During this period, I effectively supported clients in managing their payroll and time & attendance systems, ensuring smooth and accurate operations
Customer Service Advisor
Tech Mahindra Business Service
07.2020 - 04.2021
- Assist customers with inquiries related to their Three Mobile accounts
- Provide support for updating customer details
- Offer the best available deals from Three to customers
- Present promotional offers and benefits effectively
- Meet daily targets for upgrades on mobile accounts
- Ensure consistent performance in achieving upgrade goals
- Retain customers who wish to cancel by offering attractive deals
- Employ persuasive communication to maintain customer loyalty
- Provide clear and transparent information about Three's terms and conditions
- Ensure customers are well-informed about policies and procedures
- During this period, I focused on delivering exceptional customer service, achieving upgrade targets, and retaining customers by offering competitive deals
Senior Reservation Executive: Acting Team Leader
Indtex Solutions Pvt Ltd
07.2017 - 06.2020
- Handle a team, overseeing packages and performance
- Provide guidance to drive sales and revenue growth
- Develop and implement ideas and strategies for company growth
- Identify opportunities to enhance service offerings and market reach
- Assist customers in organizing Umrah, and holiday packages according to their requirements
- Issue flight tickets, book hotels, transfers, and organize visas for
- Umrah, and holiday travel
- Inform customers about legal requirements such as passport, visa, and health regulations
- Ensure customers are aware of all necessary travel details
- Follow up with clients regarding their bookings and provide any necessary assistance
- Ensure client satisfaction by addressing and resolving any issues
- Assist in business-to-business bookings based on specific requirements
- Maintain strong relationships with partners and sub-agents
- Supported partners and sub-agents in delivering customized travel and hotel packages for religious tours and holiday
- Managed relationships with B2B partners, ensuring efficient service delivery and adherence to travel regulations
- Assisted sub-agents in troubleshooting and resolving any booking issues, ensuring smooth client experiences
- During this period, I effectively managed a team, drove sales growth, and significantly contributed to the company's expansion and client satisfaction
Customer Sales and Service Associate
Emirates Airlines
03.2013 - 07.2017
- Ensure the highest standard of customer service is provided to
- Emirates customers
- Provide detailed information on Emirates fares and services to customers
- Issue Emirates tickets to customers, ensuring compliance with airline rules and regulations
- Meet customer requests to provide excellent service
- Inform customers about the legal requirements for their journey, including passport, visa, and health requirements
- Ensure customers are aware of all necessary travel details
- Actively enhance Emirates' revenue by offering customers various products and services
- Promote Skywards membership, Dubai stopovers, hotel bookings, and upgraded fares to maximize revenue
- Assist travel agents with their general inquiries
- Stay updated with Emirates Group news and updates to maintain professional and company standards
- During this period, I significantly contributed to delivering exceptional customer service, ensuring compliance with travel regulations, and enhancing revenue through strategic product offerings
Senior Customer Service Executive
Serco, EasyJet
08.2012 - 02.2013
- Manage reservations according to customer requests, ensuring the best possible solutions are provided
- Handle customer inquiries and booking modifications efficiently and accurately
- Provide tailored solutions to meet clients' specific requests and needs
- Ensure customer satisfaction by delivering high-quality service and support
- Perform effectively under high-stress situations, particularly related to mass bookings
- Maintain composure and professionalism during peak times and high-demand periods
- Actively enhance the airline's revenue earnings by presenting customers with various product and service options
- Upsell and cross-sell additional services to maximize revenue opportunities
- During this period, I contributed to optimizing reservation processes, enhancing customer satisfaction, and increasing revenue through strategic service offerings
Senior Customer Service Executive
Hutchison Global Services 3G
09.2010 - 12.2011
- Manage and motivate the team to perform at 80% - 85% of their potential
- Implement strategies to enhance team performance and productivity
- Develop and maintain constant communication with customers to ensure high-quality service
- Build strong relationships with customers to understand and meet their needs effectively
- Provide clear and detailed explanations regarding invoices for mobile services
- Address and resolve any billing-related queries or concerns from customers
- During my tenure, I successfully contributed to improving team performance, enhancing customer satisfaction, and ensuring clarity in billing communications
Executive Business Development & Customer Relation
Excellent Travels
04.2009 - 07.2010
- Lead and manage a team of sales executives
- Oversee the accounting and tracking of business generated by the team
- Coordinate with the sales team and clients to finalize deals
- Ensure seamless communication and collaboration between all parties involved
- Design new service packages tailored to meet the specific requirements of clients
- Continuously innovate and update offerings based on market trends and client feedback
- Address and resolve client issues promptly and effectively
- Provide exceptional service to enhance client satisfaction and retention
- During this period, I contributed to the growth and success of
- Excellent Travels by effectively managing sales operations, fostering client relationships, and continuously improving service offerings
Education
S.S.C -
National Institute of Open Schooling
High School Diploma -
National Institute of Open Schooling
International Airlines And Travel Management - International Airlines and Travel Management
IITC
Computerised Reservation System - Galileo - Aviation
IITC
IATA/UFTAA FOUNDATION & EBT COURSE - Aviation
IITC
Management Skills Certification Course - Management
UDEMY
Certification in B2B Empowerment & Enablement - Sales
UDEMY
Skills
Proficient in
Languages
- Fluent in English
- Fluent in Hindi
- Fluent in Urdu
Personal Information
Timeline
Senior Executive
Umrah Group Desk Akbar Travels of India Pvt
09.2024 - Current
Senior Reservation Executive
Indtex Solutions Pvt Ltd
01.2022 - 08.2024
Customer Service Analyst
ADP
06.2021 - 12.2021
Customer Service Advisor
Tech Mahindra Business Service
07.2020 - 04.2021
Senior Reservation Executive: Acting Team Leader
Indtex Solutions Pvt Ltd
07.2017 - 06.2020
Customer Sales and Service Associate
Emirates Airlines
03.2013 - 07.2017
Senior Customer Service Executive
Serco, EasyJet
08.2012 - 02.2013
Senior Customer Service Executive
Hutchison Global Services 3G
09.2010 - 12.2011
Executive Business Development & Customer Relation
Excellent Travels
04.2009 - 07.2010
S.S.C -
National Institute of Open Schooling
High School Diploma -
National Institute of Open Schooling
International Airlines And Travel Management - International Airlines and Travel Management
IITC
Computerised Reservation System - Galileo - Aviation
IITC
IATA/UFTAA FOUNDATION & EBT COURSE - Aviation
IITC
Management Skills Certification Course - Management
UDEMY
Certification in B2B Empowerment & Enablement - Sales
UDEMY
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