Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Amal MERCHANT

Burnaby,BC

Summary

Skilled Travel Technology Solutions Specialist and Business Development leader offering 25+ years of experience in leading operations and enhancing revenue. Bringing expertise in client acquisition and contract negotiation, along with excellent interpersonal communication, relationship-building and team leadership abilities. Results-driven and proactive with demonstrated record of accomplishment in meeting and exceeding sales and revenue objectives.

Overview

32
32
years of professional experience

Work History

Business Development Manager

Raja Trading Company
Kuwait
09.2020 - 07.2023
  • Generated new business with marketing initiatives and strategic plans.
  • Established relationships with key decision-makers within customer's organization to promote growth and retention.
  • Performed client research and identified opportunities for account growth, account penetration and market expansion.
  • Represented company and promoted products at conferences and industry events.
  • Introduced new products, developed new proposals and contracts to draw in more clients and streamline work operations.
  • Monitored market trends and competitor activities to identify areas of potential opportunity.

Customer Services Manager

Traveler’ Guild
Kuwait
05.2019 - 07.2020
  • Contracted with a variety of travel service vendors
  • Developed online and off line booking procedures and practices that maximized revenue.
  • Trained and regularly mentored associates on business strategies and customer service techniques.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Used industry expertise, customer service skills and analytical nature to address customer requirements and promote loyalty.

General Manager

Al Mulla Travels
Kuwait
03.2017 - 03.2019
  • Negotiated private and corporate fares with the Airlines, and Hotel inventory Wholesalers.
  • Drove year-over-year business growth while managing corporate and retail sales, leading operations with vision and strategic planning.
  • Conducted meetings with upper management to identify opportunities for improvement and tailor products to individual markets.
  • Improved budgetary performance by effectively negotiating contracts with vendors and customers for more advantageous terms
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

CEO

International Hotel Reservations Company (IHRC)
Kuwait
04.2013 - 12.2016
  • launched a start;up B2B Hotels Wholesaler and grew its business turnover by 600% over 3 years.
  • Built strategic alliances with major hotel inventory suppliers and other non-air content suppliers as DMCs, Car Rentals, and Travel Insurance providers.
  • Developed pricing policies for peak, shoulder and high seasons, targeting market penetration
  • Made large-scale financial decisions and supervised company spending to reduce material losses and maximize profits.

Director of Sales

Automated Systems Company
Kuwait
07.2010 - 03.2013
  • Managed the overall operations of 32 Amadeus Marketing, Sales, and After Sales Support teams and achieved a market share of 43.63% of GDS business in Kuwait.
  • Managed a budget of approx. KWD 2 million (approx. CAD 9 million) and delivered a profitability of approx. KWD 3 million (approx. CAD 14 million) in 2013
  • Achieved sales goals and service targets by implementing effective marketing and sales strategies to cultivate and secure new customers
  • Met regularly with team members to identify operational hurdles and offer insight into best remedy.
  • Analyzed daily and monthly sales data to improve products, services, and solutions portfolio.
  • Interviewed and hired executives and implemented mentoring program and career paths to promote positive feedback and engagement.

Customer Services Manager

Global Distribution System, Automated Systems Company
Kuwait
06.1991 - 06.2010
  • Managed resources and utilized assets to support and achieve sales targets from approx. 280 travel retailers in the Kuwait market.
  • Trained and regularly mentored associates on sales and customer service techniques.
  • Collaborated with upper management to improve customer service policies, processes, and support structures company-wide.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Identified operational bottlenecks, and implemented solutions and improvised workarounds to achieve the targeted revenue of approx. KWD 2.5 million (approx CAD 11 million) in 2010
  • Offered consultancy to travel agencies on how to add value to their offerings

Education

MBA - Marketing

University of Lincoln
2003

Skills

  • Travel Technology Solutions
  • Key Account Management
  • Product and Service Sales
  • Quality Control
  • Business Planning
  • Marketing Strategy
  • Verbal and Written Business Communications
  • Customer Relations Management
  • Sales Leadership
  • Coaching and Mentoring
  • Team Collaboration

Languages

English
Full Professional
Arabic
Professional Working
Hindi
Full Professional

Timeline

Business Development Manager

Raja Trading Company
09.2020 - 07.2023

Customer Services Manager

Traveler’ Guild
05.2019 - 07.2020

General Manager

Al Mulla Travels
03.2017 - 03.2019

CEO

International Hotel Reservations Company (IHRC)
04.2013 - 12.2016

Director of Sales

Automated Systems Company
07.2010 - 03.2013

Customer Services Manager

Global Distribution System, Automated Systems Company
06.1991 - 06.2010

MBA - Marketing

University of Lincoln

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Amal MERCHANT