MARCEL SAMDINKELLA
Douala,LT
Summary
Results-driven Service Center Supervisor with 15 years experience leading high-performance teams in fast-paced environments, skilled in process optimization, performance management, and enhancing customer retention. Proven ability to improve service delivery, reduce costs, and boost team productivity through targeted training and data-driven strategies, achieving a 35% increase in customer satisfaction scores.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Travel Agency Manager
HIGHLANDS TRAVEL SERVICES
08.2010 - Current
- Led and motivated a team of 05 sales people from recruitment and staff training in Amadeus basics flight and Hotel booking procedures and customer service, boosting productivity by 15%.
- Organized training sessions for staff with Amadeus on Advanced Amadeus booking policies and work sessions with Airlines, which enabled booking agents to better understand booking policies and boost agency productivity by 20%, by avoiding penalties from airlines in the form of Agent Debit Memos.
- Developed and implemented customer retention and satisfaction strategy through daily prospection to potential customers and visits to old customers to obtain fits hand information about expectations, complaints and propositions from competitors. This resulted to a 65% customer retention.
- Motivated team to maintain high morale discipline and customer focus with result being among the first 05 top sellers of Dubai destination for RwandAir on several occasions.
- Build team spirit and engagement through healthy staff challenges with a familiarization trip to Dubai as reward to the best sales agent.
- Monitor daily, weekly and monthly sales performance through daily and weekly reports from sales force, then conceive and implement sales strategies accordingly. The result is a 30% increase in sales in the current year.
Head of Sales & Marketing
LANTA TRAVEL AND TOURS
12.2009 - 06.2010
- Enhanced client retention by 60% for the new travel agency through daily prospection to potential customers and visits to old customers in order to propose attractive offers, bring solutions to their complaints and thus increase the satisfaction rate.
- In charge of conceiving and implementing CRM strategies for B2B and B2C customers, facilitating the arrival of the new travel agency in a highly competitive market.
- Organized an efficient cash handling system for B2C payments and timely invoice preparation for deposit to B2B customers.
- Prepared daily, weekly and monthly sales reports and forwarded to management, accompanied by suggestions on how to improve sales. This contributed to a 70% increase in sales for the first 06 months of the new travel agency.
Sales and Marketing Agent
WEST TRAVEL BUREAU
09.2007 - 12.2009
- Prospected new customers daily for the travel agency resulting to an 80% increase in my customer data base in 02 years.
- Implemented an efficient CRM strategy through regular visits and phone calls to know customers travel related challenges in order to inform management for solutions. The result of this was a 90% customer retention and satisfaction in 02 years.
- Attended weekly staff meetings and presented weekly activity reports and received suggestions from management on how to improve.
- Presented daily prospection reports to management with customers travel frequency and preferred destinations for personalized attractive offers to be made.
Education
Bachelor of Arts - Marketing Sales And Trade
Ecole Superieur Technique-LA SALLE
Douala, Cameroon09-2025
Associate of Arts - Marketing, Sales And Trade
Institut Superieur Professeurs Reunies
Douala, Cameroon08-2022
Skills
- Team Leadership
- Customer Service Management
- Conflict Resolution
- Process Improvement
- Staff Development
- Issue Resolution
- CRM Software Proficiency
- Performance Metrics
- 15 years experience working with computer software
Certification
- Certified Customer Service Professional - IATA Foundation Diploma in Travel and Tourism.
- Certified Manager- IATA Foundation Diploma in Travel and Tourism Management.
- IATA Airline Marketing Certificate.
- IATA Revenue Management Certificate.
- Introduction to the Airline Industry Certificate.
Languages
Spanish
Beginner (A1)
French
Bilingual or Proficient (C2)
German
Beginner (A1)
English
Bilingual or Proficient (C2)
Timeline
Travel Agency Manager
HIGHLANDS TRAVEL SERVICES
08.2010 - Current
Head of Sales & Marketing
LANTA TRAVEL AND TOURS
12.2009 - 06.2010
Sales and Marketing Agent
WEST TRAVEL BUREAU
09.2007 - 12.2009
Bachelor of Arts - Marketing Sales And Trade
Ecole Superieur Technique-LA SALLE
Associate of Arts - Marketing, Sales And Trade
Institut Superieur Professeurs Reunies