Purnima Winny 11 Years

Purnima Winny 11 Years

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  Purnima Winny +96566371881 [email protected] BUSINESS PROFILE Aself-managed and result-oriented Revenue Analyst/Team Leader with 11 years of experience in Revenue Audit, Training/Development, Team Supervision, Customer Support, and Client Relations. Proven ability to identify business opportunities and provide the management and sales operations with technical expertise to achieve revenue targets. Strategic manager with strong interpersonal, communication, problem solving and decision making skills. Ability to establish and maintain strong alliances; lead and motivate teams to successful completion of task; exceed customer expectations and achieve fiscal bottom-line results. Aug 2008-May 2014 Etihad airways (Abu Dhabi) Revenue Analyst ● Supervise the revenue audit process to make sure that right revenues are collected in compliance with the company policies and procedures. ● To formulate policies and procedures to make sure that there isn’t any revenue loss, and communicating the same to entire network. ● Reviewing the policies and procedures to make sure that, it is line with the company standards. ● Handling and liaising with Revenue Management team for revenue reports. ● Ensure that the exceptions such as missing coupons, sales not reported, over utilization of revenue documents, are monitored and kept at the minimal level so as to recognize the accurate revenue for the company, as well as to prepare accurate reports to share the results with the top management. ● Responsible for maintaining regular and productive coordination with operations and other inter- departments for making sure that all the reference data is accurate and accumulated with regards to revenue audit process, and making regular reports for top management. ● Coordinating with vendors to make sure that, audit is based on right understanding and information ● Handling, Leading and supervising the day-to-day operation of the Vendor Team to ensure service standards are adhered to. ● Managing the disputes that would arise due to the debit raised as the result of the audit. ● Handling the queries that would arise on the Special Prorate agreement with other airline from the Vendor. ● Conducting frequent workshops to Sales team on Deliverables to make sure that the same is within EY standards. ● Coaching staff, sales managers and reservation staff, on the Job requirements to make sure that, all EY standards set are followed. ● Reviewing the staff performance regularly. ● Planning, scheduling and informing the entire network on workshops to be conducted throughout the year.
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  Team Leader: E-services EtihadAirways May2007- Aug 2008 ● Prevention of Fraud bookings to maximize revenue ● Liaising directly with the guest to resolve guest queries and complaints ● Handling Feedback emails from Guest ● Handling Etihad Guest Booking. ● 24 Hour’s technical support for EY e-ticket network. ● Handling Queries regarding Online Booking and ticketing. Team Leader: Customer Service Etihad Airways Apr 2005- May 2007 ● Updating the team members with day to day operations, constant training and motivation to team members. ● Handling shifts. ● Handling delays, escalated calls and other on the job requirements. ● To service incoming calls and emails for all EYH products ● Servicing incoming reservation, fare enquires and emails from ● Agents and offices worldwide to achieve EYH’S revenue target. ● Delivering product and service quality to the highest level to ensure complaint ratio target is beaten. ● Service all EY outstation booking requests efficiently to achieve a one day turnaround time. ● Updating bookings with all accurate information. ● Ensuring that highest level of customer service is consistently achieved. ● Handling coach service for the coral zone guests. ● Handling airport transfers for premium zone guests by liasioning with service provider so as to ensure quality service. ● Handling Pre-flight checks to ensure minimum no shows, whereby maximum revenue can be obtained. Achievements ● Promoted twice within the organization ● Received Certificate of recognition for helping in setting up the call centre. August 2003- Jan 2005 AVIVA 24/7 - Bangalore Senior Customer Care /Sales Executive (Call centre based in India for Norwich Union Insurance, A UK Company who has been the market leaders for the past 200 years and deals with Pet Insurance, Travel Insurance, Car Insurance, Home insurance and Life Insurance)
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  ● Handling Inboundand Outbound calls and provide quality service. ● Telesales of Policies to customers based in UK. ● To ensure that the individual Sales Targets are met. ● Inform customers about mandatory requirements for the insurance policies and claims. ● Handling Customer Queries on different types of policies sold by the company and guiding them to select the right policy. ● On the job training and Mentoring of Young recruits as and when required in order to give them confidence and also to share and impart the knowledge and experience. ● Handle queries on insurance claims and complaints. ● Quality control- Monitoring the calls of my team members and takes steps for quality control. ● Minimizing Average Handle Time on the floor March 2003- August 2003 Viteos Pvt. Ltd. Bangalore Senior Customer Care / Sales Executive (Call center based in India for Southern Cross Telco Company of Australia and met life insurance of USA) ● Handling Inbound and Outbound calls and provide quality service ● Catering to the needs of both US and Australian clients ● Selling long distance and Mobile call packages to the customers ● Based in Australia over the phone. ● Co-ordinate and support the sales team in USA in the selling and marketing of Insurance policies thorough efficient compilation of customer information through data collection calls and telesales. ● Identify customer requirements and guiding them to decide from the available choice. ● Ensure that the individual Sales Targets fixed by the Operation manager is met. ● International Communication – American as well as Australian ● Customer Queries and customer relationship management. ● Time Management ● Minimizing Average Handle Time on the floor Educational summery ● Bachelor’s Degree in Commerce from Mahatma Gandhi University. ● Currently doing MBA from ICFAI University(India) Computer Knowledge ● MS-Office (Word, Excel, Power Point, Access), Internet and e-mail Proficiency in GDS system (Amadeus,Sabre), RAPID (Accounting system), Sabre, SITA (Fare System) Trainings ● Negotiation and Management Skills ● Exceeding Customer Expectations
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  ● Developing Yourselffor Call Centre Management ● Training program on Service Plus ● Training for GDS system (Amadeus)(Sabre) ● Training on Cargo System ● Training on SITA (Fare System) Personal Summary Date of Birth : 30th May 1982 Residential Status : Resident (Kuwait) Sex : Female Marital Status : Married Nationality : Indian Language Known : English, Hindi, Malayalam and Tamil Interests : Internet, Books, Music, Movies and Traveling Reference will be provided upon request.