Mesfin Ashebir Fassil
Toronto,Ontario
Summary
Enterprising Area Manager successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change.
Overview
20
20
years of professional experience
Work History
Area Manager
Ethiopian Airlines Group
03.2022 - Current
- Responsible for planning and managing the Sales and Marketing activities of the airline in Canada
- Manage and coordinate relations of the airline with government offices and other institutions operating in the country
- Direct the implementation of approved sales, promotional, PR, Civic Affairs and Sales plans with in the area
- Develop and implement local plans within the area
- Hire and Develop staffs to handle the daily operations needs of the Area office
- Monitor area activities and initiate action to ensure company standards and KPI are maintained/achieved
- Hire and fire partner agencies working within the area based on their performance.
- Improved productivity while reducing staffing and operational costs by 10%.
- Kept operations in compliance with federal and state laws, industry regulations and corporate requirements.
- Exceeded targets by 10Million building, directing, and motivating high-performing sales team.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones, and tailor products to individual markets.
- Managed accounts to retain existing relationships and grow share of business.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Built relationships with customers and community to establish long-term business growth.
Area Manager
Congo Democratic Republic
03.2020 - 12.2021
- Responsible for planning and managing the Sales and Marketing activities of the airline in DRC(Congo)
- Manage and coordinate relations of the airline with government offices and other institutions operating in the country
- Direct the implementation of approved sales, promotional, PR,Civic Affairs and Sales plans with in the area
- Develop and recommend plan and requirements for manpower, materials and facilities to meet anticipated business and volume
- Develop and implement local plans within the area
- Hire and Develop staffs to handle the daily operations needs of the Area office
- Monitor area activities and initiate action to ensure company standards and KPI are maintained/achieved
- Hire and fire partner agencies working within the area based on their performance.
Loyalty Manager
Ethiopian Airlines Group
01.2018 - 02.2020
- Responsible for planning, evaluating, controlling and managing the company’s short, medium and long term business plans and strategy in the areas of Frequent Flier Program, including the Partnership and Alliance wing to support and retain members
- Responsible for improving the performance and efficiency of the performance KPI related to Customer Loyalty
- Design different working methods that support employees to deliver assignments with high quality and least possible cost and timely manner
- Plan annual quarterly and monthly achievement targets for the section
- Organize the manpower of the section in a way that best serves to achieve the sections Loyalty and partnership (both airline and non airline) targets
- Launched successful digital marketing campaigns that achieved goals for increased website traffic.
- Optimized email campaigns to increase open and click-through rates.
Team Leader- Customer Support and Non-air Partner
Ethiopian Airlines Group
09.2015 - 12.2017
- Responsible for soliciting, evaluating and negotiation for the possible air and non-air partnership such as Hotels and Restaurants, Car Rentals, Cobranded cards to provide wide variety of mile earning options to members
- Plan annual, quarterly, and monthly achievement targets of the non- air partners
- Manage proper staffing of the section to support the partnership activity and achieving target
- Support customer requests received through the website, comment card, paper, e-mail, personal and e-mail
- Monitor the delivery of the ShebaMiles services and coordinate with Customer Service section to enhance the service delivery based on feedbacks from members and front line staff
- Train and coach the staffs directly reporting to me to carry out their duties and responsibilities effectively and to the required standard
- Establish, implement, maintain, and periodically review Service Level Agreements (SLAs) with cross-functional departments
Marketing Officer
Ethiopian Airlines Group
04.2011 - 09.2015
- Review and coordinate the reporting, escalation and resolution of Loyalty system, databases, partnership file exchanges, in-house developed applications and interface issues
- Monitor the smooth functionality of the Loyalty System, ShebaMiles webpage, interfaced applications like Sabre, Loyalty databases, coordinates performance and user acceptance tests, system health checks etc
- With system vendors and concerned IT sections
- Coordinate with the system providers and concerned IT sections to maintain updated Loyalty databases and in-house developed applications
- Design and recommend policies, procedures and strategies on acquisition and retention of the loyal customer base through loyalty product development and marketing
- Revise and develops periodically the existing award charts and packages, FFP program terms and conditions, discounted and promotional award packages, baggage allowance rules, mile selling options etc… to make ShebaMiles competitive in the industry
- Page 6 of 8
HR Generalist
Ethiopian Airlines Group
03.2003 - 04.2011
- Reviewed and screened applicant resumes to identify qualified candidates.
- Reviewed existing policies and procedures to make recommendations for enhancing work productivity, recruitment, hiring processes, and talent management.
- Planned and managed recruitment activities for new hires using strategic personnel, staffing, and position management practices.
- Liaised between management and employees to deliver conflict resolution, alleviate problems, and interpret compensation and benefits policies.
- Resolved employee complaints and grievances successfully through mediation and collaboration.
- Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
Education
Bachelor of Arts - Economics
Addis Ababa University
2001
Skills
- Complex Problem-Solving
- Key Performance Indicators (KPI)
- Customer Relationship Management
- Managing Multiple Tasks
- Performance Tracking and Evaluations
- Managing Operations and Efficiency
- Managing Employee Relations
- Coaching and Mentoring
- MS office Applications
Accomplishments
- Launched the first ever co-branded card for the loyalty program in 2018
- Secured 10% year on year revenue increase from mile redemption by allowing the Other Airline loyalty members using their accrued miles for award tickets on Ethiopian flights.
- Achieved and exceeded Area targets both here in Canada and Congo DR through effective implementation and monitoring of sales plan
Timeline
Area Manager
Ethiopian Airlines Group
03.2022 - Current
Area Manager
Congo Democratic Republic
03.2020 - 12.2021
Loyalty Manager
Ethiopian Airlines Group
01.2018 - 02.2020
Team Leader- Customer Support and Non-air Partner
Ethiopian Airlines Group
09.2015 - 12.2017
Marketing Officer
Ethiopian Airlines Group
04.2011 - 09.2015
HR Generalist
Ethiopian Airlines Group
03.2003 - 04.2011
Bachelor of Arts - Economics
Addis Ababa University
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