Faiyazur Rahman

• Implemented strategic growth initiatives boosting annual revenue by 15-25%
• Enhanced and scaled business operations through strong leadership skills
• Oversaw financial performance with P&L accountability
• Enhanced productivity through cross-departmental collaboration
• Strategized client needs and drove business transformation
• Achieved new account acquisition by developing tailored business strategies
• Reduced costs to boost profitability while maintaining service quality
• Developed robust controls to oversee financial administration and business management
• Spearheaded project management for enhanced team collaboration and productivity.

• Directed and achieved $15+ million in revenue growth across two high-value client relationships
• Managed P&L responsibilities for vertical operations across key business areas
• Directed cross-functional team of 150+ personnel to achieve key deliverables
• Led geo expansion initiatives in MENA region
• Spearheaded creation of service line in collaboration with ecosystem partners
• Engaged with board of directors to establish goals and strategically direct organizational operations
• Managed key stakeholder relationships for smoother project completion.

• Manage current accounts and nurture for business expansion
• Identifying new prospective clients (Institutions) and increase sales portfolio
• Established clear budgets and cost controls strategies to meet objectives.
• Assisted General Manager to ensure site consistently achieved or surpassed annual financial targets.

Driving sales initiatives to achieve business goals

• Increased productivity by implementing new managerial strategies.
• Streamlined operational procedures for enhanced efficiency.
• Managed teams by overseeing hiring, training and professional growth of employees.
• Promoted continuous improvement by problem-solving and sharing suggestions to optimize team operations.
• Led team meetings to maximize staff engagement and communicate monthly targets, procedure updates and quality standard control measures.

Program Management:

• Revenue & Resource Planning
• Recruitment (setting up Team)
• Defining process (End to end basis defined objectives)
• Training- Content defining & ensuring Delivery
• Roll out Audits
• Dashboards & Reviews
• Augment & Enhance

Sales & Marketing:

• Driving sales initiatives to achieve business goals & managing frontline sales team to achieve them.
• Implementing promotional activities in coordination with external agencies to spearhead product launch, brand promotion and event management initiatives.
• Provide direction to execute promotions/launches in sync with regional characteristics.
• Devising USP of the products in order to segment the potential market.
• Developing & accomplishing a lead generation, maximizing conversions (lead to closure) and achievement of set revenue targets.
• Regular ROBs to drive business, review pipeline volume as well as velocity, ensuring a healthy pipeline which could be converted into closures in a timely fashion.
• Regularization of information (end customer sales/infrastructure/requirement) on CRM to ensure up to date information about the respective clients for present as well as future relationship management purposes.
• Managing the License compliance program across the country end to end to get the desired results i.e. Maximum impact on the overall number achievement through LC initiatives.

Key Account Management:

• Mapping client’s requirements and providing them customized business solutions through new proposals, presentations and demonstrations.
• Identifying and networking with prospective clients (Institutions), generating business from the existing accounts and achieving profitability and increased sales growth.
• Understanding key customer strategic goals and IT requirements, educating customer on products & technologies in developing effective infrastructure solutions to meet customer requirements.
• Account Analysis: in terms of industry type, business stream, revenue generation, parent company / subsidiaries
• Account Intelligence: keep track of already bought products, other IT products, licensing details by using internal CRM tools

Leading the British Airways Customer Service/relations Project:

• Responsible for setting up the BA customer support process and leading it successfully.
• Tracking/Delivering daily/monthly performance. Daily responsibilities include developing, maintaining and implementing plans to achieve and retain business growth targets.
• Designing strategies / SOP’s to develop and maintain client/business needs.
• Responsible for working with different departments and effectively delivering the required output.
• To appreciate, and work within, the organization’s culture and to conduct all activities in a manner which promotes and enhances the character and reputation.
• To undertake any other duties as may be reasonably required in the post.

Client Services:

• Working closely with the client to identify the gaps, leading to process improvements.
• Publishing the Week on Week High/low performance reason data for the client.
• Learning about latest products or services and keeping up to date with changes/improvements.
• Conducting regular sessions with clients & other managers to ensure client expectations are met and to gauge the further improvements/changes required for smooth relation.
• Implementation of the specific instructions given by the client relating to the process.

Planning & Process Development:

• Developed process to capture and share customer feedback/complaints to help improve business/satisfaction.
• Effective manpower/resource planning for smooth and cost effective deliverance.
• To recruit, lead and manage staff, ensuring effective delegation, motivation, Development and support.
• Constant focus on process improvement to lower cost and increase revenue.
• Planning the agent/TL incentive plan to achieve desirable performance.
• Re-designed the Agent’s & TL’s KPI/Job Descriptions.

• Responsible for managing the Sales Team aligned to the Ebookers (UK & IE Travel Agency) client.
• Daily responsibilities include developing, maintaining and implementing plans to achieve and retain business growth targets.
• Designs strategies to develop and maintain clients’ needs, successfully converting enquiries and low yield accounts into firm contracts and profitable retainers.
  Manages multi-site businesses over UK (England & Ireland)
• Effective manpower/resource planning for smooth and cost effective deliverance.
• Constant focus on process improvement to lower cost and increase revenue.
• Planning & Designing the agent incentive plan to achieve desirable performance.
• Instrumental for launching the Ebookers chat process within Serco.
• Leading the Weekly Sales Client performance call attended by all the managers and Team Leaders of the process.
• Preparing several reports required by the On-shore Sales Head related to the trends in Conversion, AHT, Shrinkage etc.

• Leading a team of 15 Sales Consultants for Ebookers UK & IE
• Tracking/Delivering Sales daily/monthly performance.
  People & Process Management
• Planning & Designing the TL incentive plan to achieve desirable performance.
• Publishing the RCA reports for the low production/service metrics on monthly basis.
• Formulating the Process Knowledge Tests for the Consultants.
• Conducting the Monthly R&R for the Quality Toppers on the floor.
• Re-designed the Agent’s Sales Performance Tracker (SPT) for the Sales Team.
• Responsible for updating the Sales Performance Trackers parameters in the MIS tools for the incentive calculation purpose on a Monthly basis for all the Consultants working in the Sales Team.

• Responsible to build travel itineraries for all customers.
• Building Multi stops / open jaw / double open jaw air fares / holidays.
• Selling hotels / Car hire / Insurance to Ebookers customers.
• Selling with benefits and maintaining Ebookers client data base.
• Handling Changes and reissue cases.
• Working on Schedule change queues (Customer/Airlines)

• Answered 60+ customer queries daily via inbound calls, emails and live chats.
• Handled customer queries, resolved issues promptly and professionally.
• Used outstanding problem-solving and communication skills to appease dissatisfied customers.
• Assisted colleagues during high volume periods, fostering teamwork.
• Established follow-up call systems to effectively resolve complaints and maintain customer loyalty.