Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
References
Languages
References
Timeline
Generic

Nafeesa A Nathoo

Dar Es Salaam

Summary

Dynamic Delivery Specialist at Amadeus with a proven track record in project management and account retention, achieving a 39.99% market share growth. Skilled in Salesforce and adept at fostering team collaboration, I excel in optimizing service delivery and enhancing customer experiences through strategic planning and effective communication.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Delivery Specialist

Amadeus
Dar Es Salaam
01.2023 - Current
  • Ensured seamless coordination between the customer and internal teams for global accounts as a Delivery Manager.
  • Employed Jira, Got, and Win@proach to meticulously track project activities.
  • Managed Salesforce and OneViewCX to enhance customer engagement and service delivery.
  • Contributed to project implementation. Efforts aligned with strategic goals.
  • Conducted risk analysis and communicated findings to the line organization effectively.
  • Facilitated support for implementation actors during project phases.
  • Reviewed the migration strategy from legacy airline systems to the Amadeus platform thoroughly.
  • Executed system setup according to specific customer requirements and defined scope.
  • Conducted trainings for new Amadeus users for products.

Sales and Account Manager

Amadeus
01.2015 - 01.2022
  • Attained a market share growth of 39.99%
  • The key role involves ensuring the use of the Amadeus system as the system of choice by all travel agents, and using strategic marketing to win over those using competitor software.
  • Proactively manage retention accounts, including identifying and solving problems with speed, and re-negotiate contracts.
  • Executing relevant account plans using an account development plan that outlines needs analysis, products and solutions to be positioned, targets, and strategic plans, enabling effective sales forecasting and targeting to deliver business development objectives.
  • Provide input to weekly reports, sales pipelines, and competitive intelligence on a weekly basis to keep abreast of competitive and industry trends with the use of OneView CX and Salesforce as reporting tools.
  • Organize customer intimacy activities during major holidays, such as anniversary celebrations, and contribute great ideas to different customer reward programs for our end users.
  • Analyze, identify, and report potential business risks to management, with proposed recommendations and remedies to avert churn.
  • Oversee the stakeholder management and relationship building with business owners and company decision makers, as a brand ambassador, through structured visits on a bi-monthly and monthly basis, depending on the customer profile.
  • Liaise and coordinate with various departments to ensure customer support, manage expectations, and enhance great customer experiences across the board.
  • Creatively establish new ways to add value for the customer in light of changing market needs, trends, and competition.
  • Closely monitor customer performance internally and externally through regular joint business review meetings.

Team Leader

Travelstart Tanzania
01.2013 - 01.2015
  • Manage and Train the team of Reservation Agents (in all aspects of Travelstart business and Sales, Reservations, Customer Services and Retention)
  • Being in charge of all bookings made by customers online (on the website and on Travelstart back-end systems), by agents for any other booking through calls, walk-in customers and any other means including, but not limited to Facebook, email, SMS)
  • Manage and provide optimum Customer services for walk-ins, phone-ins, online bookings, email, affiliates, and/or any other mode of inquiry or service requested by customers of prospective customers
  • Quality Control & Customer Retention
  • Reconciliation, System updates and reporting.
  • Follow-ups on customers, vendors, suppliers, staff, and customers to provide optimum level of service.
  • Developed strategies for problem-solving and conflict resolution among team members.
  • Conducted regular performance reviews to assess individual team member progress.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Established clear expectations for employees, providing guidance when needed.
  • Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
  • Analyzed data from various sources to identify areas of improvement in the department's operations.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Resolved customer complaints in an effective manner while maintaining a high level of customer service.
  • Implemented changes in response to changing business needs or customer demands.
  • Managed budgeting responsibilities including forecasting expenses, tracking spending, and preparing reports for upper management.
  • Assisted with special projects as needed such as developing marketing campaigns or creating presentations.
  • Participated in regular meetings with senior leadership to provide updates on team progress.
  • Delegated daily tasks to team members to optimize group productivity.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Assigned projects and distributed tasks to team members as per area of expertise.

Tour Consultant

Karibu Holidays GSA Cox and Kings
01.2012 - 01.2013
  • Booking holidays inbound and outbound.
  • Booking events and conferences, dealing with large groups and FITs Preparing tailor-made packages suitable to clients' needs.
  • Booking flights both inbound and outbound.
  • Provide literature and information to clients concerning local, interstate, and international tours, travel routes, accommodation, local customs, fares, and travel regulations.
  • Developed and implemented tour packages for customers.
  • Created itineraries for tours that included accommodation, transportation, and sightseeing activities. Apply and assist with relevant visas.
  • Managed bookings, payments, and cancellations of tours.
  • Provided customer service to ensure a positive experience on the tour.
  • Assisted in developing promotional materials such as brochures, flyers and emails.
  • Negotiated contracts with suppliers such as hotels, car rental companies.
  • Handled customer inquiries via telephone or email promptly and professionally.

Sales Manager

The Residence Hotel Zanzibar
01.2011 - 01.2012
  • Company Overview: Member of Leading Hotels of
  • Member of Leading Hotels of, Meeting the agents in the market and providing information about the hotel.
  • Arranging and coordinating with agents and journalists for site inspections and entertaining them throughout their stay.
  • Dealing with customer complaints either by phone, email, letters, or in person.
  • Develop the Reservations and FO team to maximize revenue on every call, ensure the reservation team is aware of all revenue targets and is kept informed of performance results.
  • Check competitor strategy on a regular basis reviewing rates and availability.
  • Ensuring a high level of communication is maintained between the Guest relations team members and all other areas of the hotel.
  • Managed daily operations of the sales and reservation department, including supervision of staff members ensuring standards are adhered to and maintained.
  • Ensure a consistently high standard of presentation is maintained for both the department and personnel.
  • Results from LQA & The Residence Zanzibar G.S.T.S, and implement procedures to enhance results.
  • Planning, coordinating and implementing of all sales trips in the country.
  • Representing the hotel at national and international specialist trade fairs and workshops.
  • Regular visits and agreements with large and prestigious guests and agents, identification of potential new accounts and assuring the corresponding sales activities to win these guests.
  • Organization and management of promotions, site inspections and fair trips.
  • Ensuring permanent observation of the market and competitors, involvement in drawing up analyses of competitors and statistics.
  • Dealing with groups, from the time of the booking to the time of departure providing all the relevant information's such as organizing dinners, transfers, tours.
  • Dealing with agents all around the world especially Africa, visiting agents in Kenya, South Africa. Mainland Dar es salaam.
  • Identified and developed new markets for products or services.
  • Established relationships with key clients, while maintaining existing customer base.
  • Member of Leading Hotels of

Sales and Marketing

South African Airways Tanzania
01.2010 - 01.2011
  • Meeting with agents in the market on daily basis and providing information on the products and services provided by South African Airways.
  • Organizing of workshops for agents and colleagues.
  • Providing customer service and being available to the agents.
  • Reservation and ticketing.
  • Developed and implemented a comprehensive sales and marketing plan.
  • Assisted in the planning of trade shows and events to increase brand awareness.
  • Performed administrative duties such as filing, data entry and document management.
  • Managed social media accounts to increase followership and engagement with target audiences.
  • Analyzed competitor activities to develop strategies for increased market share.
  • Maintained contact database of customers and prospects.
  • Compiled weekly sales reports highlighting key performance metrics.

Customer Service Agent

Thomas Cook
London
01.2005 - 01.2009
  • Making holiday reservations, whether package or flight, or hotel only.
  • Worked with HSBC Bank as part of Thomas Cook as forex cashier.
  • Working as a foreign exchange cashier, counting currency, issuing American Express.
  • Travelers' cheques and prepaid cards running of the foreign exchange, customer care, stock taking, and making decisions for the smooth running of the business.
  • Stocking and handing out brochures to customers.
  • Answering telephone, ringing customers for foreign exchange orders Admin work, putting of invoices, tickets, etc.
  • Followed up with customers via phone or email after purchase was made to ensure satisfaction.
  • Resolved customer complaints as quickly and efficiently as possible while keeping in mind the company's policy and procedures.
  • Maintained a high level of customer satisfaction by providing accurate and helpful responses.
  • Processed refunds, returns, exchanges, and order cancellations according to policy.
  • Advised customers on purchasing decisions based on their individual needs.
  • Developed strategies for handling difficult customers effectively while maintaining professionalism.
  • Performed administrative duties related to customer service such as filing documents or completing paperwork.
  • Attended training sessions regularly to stay current on new products or services.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Education

Diploma in Business Administration - Business Administration

NCC- Education
Tanzania
01-2025

Some College (No Degree) - Travel and Tourism

Hammersmith And City College
London

Some College (No Degree) - Leisure and Tourism foundation

Southgate College
London

High School Diploma -

AgaKhanMzizimaSeondary School
Tanzania

Skills

  • People and leadership
  • Project Management
  • Account Management
  • Team Building
  • Working under pressure
  • Brand Building and Management
  • Event planning
  • Internal communication
  • Exhibition planning
  • Complaint resolution
  • Organizational skills
  • Report preparation
  • New Business Development and Acquisition
  • Service Delivery Optimization
  • Contract negotiations
  • Quality Assurance
  • Customer Recovery
  • Regulatory compliance
  • Crisis management
  • Schedule coordination
  • Positive and constructive feedback
  • Sales Leadership
  • Work prioritization
  • Marketing communications
  • Customer Relationship Management (CRM)
  • Media relations
  • Deadline-oriented
  • Data analysis and reporting
  • Channel Strategy
  • Customer-focused
  • Knowledge of market trends
  • Client relations and retention
  • Interactive marketing
  • Sales expertise
  • Strategic planning

Certification

  • VIASINC GALILEO Certificate (Computer Reservation System Training)
  • WELCOME HOST certificate
  • Virgin Atlantic fares and ticketing
  • GBTA Certificate Level 2 Air Fares and Ticketing (IATA Level 1)
  • GBTA ABTAC (Travel Agency) Certificate in Travel
  • NCC Diploma in Business
  • LinkedIn vis Project Management Institute, Project Management Foundations
  • LinkedIn vs. Project Management Institute: Time Management Tips, Communication

Accomplishments

  • Acquiring 39.99% of market share in Malawi
  • Retaining 100% of my customers in Tanzania and Malawi.
  • Successfully handling a global account for delivery management
  • Throughout my time working for Amadeus, I have always met targets and received rewards and

Languages

First Language, Proficient (C2), Proficient (C2), Upper Intermediate (B2), Upper Intermediate (B2)

References

References available upon request.

Languages

Katchi
First Language
English
Proficient (C2)
C2
Gujarati
Proficient (C2)
C2
Swahili
Advanced (C1)
C1

References

References available upon request.

Timeline

Delivery Specialist

Amadeus
01.2023 - Current

Sales and Account Manager

Amadeus
01.2015 - 01.2022

Team Leader

Travelstart Tanzania
01.2013 - 01.2015

Tour Consultant

Karibu Holidays GSA Cox and Kings
01.2012 - 01.2013

Sales Manager

The Residence Hotel Zanzibar
01.2011 - 01.2012

Sales and Marketing

South African Airways Tanzania
01.2010 - 01.2011

Customer Service Agent

Thomas Cook
01.2005 - 01.2009

Diploma in Business Administration - Business Administration

NCC- Education

Some College (No Degree) - Travel and Tourism

Hammersmith And City College

Some College (No Degree) - Leisure and Tourism foundation

Southgate College

High School Diploma -

AgaKhanMzizimaSeondary School

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