Rita Georges Kiwan has over 20 years of experience in travel, banking, and education. She currently serves as General Manager of MICCO Travel Division in Abu Dhabi, where she oversees operations and finances, develops strategies, and ensures policies are executed. Previously, she held managerial roles at Etihad Airways, Commercial Bank of Dubai, Gulf Air, and International Educational Institute, gaining experience in sales, marketing, and relationship management. She is fluent in Arabic, English, and French and holds a BBA in Information Systems.

1. RitaGeorgesKiwan
Personal Information Marital status : Married
Nationality : Lebanese
Place & Date of Birth : Zahle, Lebanon – 1971
Education BBA IN INFORMATION SYSTEMS
Bachelor of Business Administration in Information Systems from
University of Lincolnshire & Humberside, UK.
INTERIOR DESIGNING
1989 – 1990 : Saint Esprit University
Kaslic – Lebanon
HIGH SCHOOL CERTIFICATE
1989 : College Oriental Bassilien
Zahle – Lebanon
Professional experience 2016 – Till Date : MICCO Travel Division
Abu Dhabi - UAE
Position held :
General Manager
Job description
• Plan, organize, direct and control the operations of travel-related organization.
• Responsible for the overall financial performance of the company. This includes
merchandise sales, credit and other miscellaneous revenues, expense management,
and achievement of profitability goals.
• Overseeing the smooth, efficient running of the business.
• Develop strategies to hit or exceed sales targets.
• Ensure corporate policies are executed and provide disciplined leadership including
setting clear expectation and holding the team accountable for results.
• Promote the business to potential new or niche markets.
• Manage the budgets and maintain statistical/financial records.
• Taking part in familiarisation visits to new destinations to gather information on issues
and amenities of interest to consumers.
P.O.Box: 3439
Abu Dhabi - UAE
Tel : 02-4912195
050-2388699

2. • Research new products often by experiencing first hand the services available to
meet consumer demands for bespoke travel and sustainable tourism.
• Accountable to customer satisfaction and associate morale.
• Co-ordinate and direct the activities of staff, overseeing not only the day-to-day tasks,
but the hiring, training and evaluating of staff members as well.
• Constantly motivating the sales team to hit their targets and ensure company
profitability.
• Meeting regularly with team leaders to give them sales figures and plan how they
approach their work.
• Meeting company directors who advise on strategy and finding out about any local
issues and future trends.
• Control the recruitment, selection and retention of staff as well as payroll matters and
staff training.
• Communicate with Sales/ Travel Consultants and providing encouragement, help
and advice.
• Dealing with disciplinary matters and customer complaints.
• Liaise with external and internal parties and establish long-term business relations.
• Negotiating/ monitoring agreements & Incentive schemes with business partners,
overseas travel partners, airlines, hotels and service providers.
• Analyze market and re-focusing business plan in response to market changes.
2012 – 2013 : Commercial Bank of Dubai
Abu Dhabi - UAE
Position held :
Relationship Manager - Al Dana Wealth Management
Job description
• Responsible for selling consumer asset, liability, investment products and providing a
personalized banking service including investment advice to a specified portfolio of Al
Dana Customers.
• Interacts frequently with customers, both existing and potential, to retain and develop
the business.
• Ensure a consistently high level of customer service is maintained at all times.
• Proactively call existing Al Dana customers to review customer needs and make
sales of other suitable Al Dana products.
• Manage a portfolio of Ultra high net worth individuals
• Achieve sales volumes and targets and contribute to the bottom line profitability of
the division and the bank. Coach, Support and mentor the Unit Team Members.
• Deputize the Unit Head and manage the Team Members during his absence.
2004 – 2011 : Etihad Airways
Abu Dhabi - UAE
Position held :
Marketing Manager : January – May 2011
Job description
• Create & implement an integrated marketing plan
• Manage and work to agreed marketing budget and contribute strongly to the
achievements of sales targets
• Develop appropriate local marketing techniques and ensure use of latest

3. communications technology e.g. e-mail/online CRS, CRM, direct mail, added value
offers etc.
• Manage internal / external campaign communication, i.e. newsletters, fares,
product/service changes etc.
• Evaluate sponsorship/ charity opportunities and implement intiatives.
• Manage and coordinate to showcase Etihad Airways presence at Trade shows,
exhibitions and promotional events
• Ensure to meet Etihad brand guidelines in liaison with advertising agency and
marketing communication
• Monitor marketing trends, obtain feedback from the sales force concerning the
opportunities and threats in the market
• Measure performance of local marketing activity against clear goals and target
• Coordinate the setting of UAE stations' passengers' revenue and marketing budget,
and the elaboration of the stations' business and marketing plan in coordination with
sales force
• Evaluate local sponsorship opportunities and ensure viable ROI from sponsored
events/partnership deals that optimizes sales revenue in coordination with dedicated
stakeholders on group bookings, special fares, besides complimentary offers where
relevant
• Set sales promotion objectives, plan and monitor implementation once approved in
line with the overall objectives of Marketing BTL plan in liaising with Sales force &
HO.Marketing and pricing team
• Manage relationship with Etihad Airways Advertising agency through regular
briefings and periodic reviews
• Ensure Etihad Airways branding visibility at key corporate houses and travel trade
partners
Position held
Sales Manager – Abu Dhabi : July 2008 – December 2010
Job description
• Build, maintain profitable Abu Dhabi sales with the objective to ensure delivery of
customer service, increase market share with focus on high yield and premium
revenue
• Implement a robust and active sales and marketing plan that will stimulate traffic to
online and offline destinations
• Establish presence of the Airline as a major quality brand in the market
• Ensure Etihad Airways anticipates and responds to the market & competitor trends,
issues, threats
• Develop and implement systems to make the sales force effective and adhere to an
agreed plan
• Ensure sales activity is within cost of sales targets.
• Prepare business plan in agreement with General manager Abu Dhabi with targets
for each market segments
• Monthly analysis feedback on main market indicators to monitor revenue set targets
• Secure incremental business from key segments i.e. travel trade, Corporate houses
and Government departments
• Drive the successful implementation of corporate initiatives including loyalty
programmes
• Analyse Strength/Weakness in the existing sales system, recommend
Implementation of remedial measures to higher management to Increase revenue,

4. and improve service delivery
• Identify Market needs and approach accordingly, Pricing, value added Services,
timings, frequencies…etc.
• Assess the traffic potentiality, population of the carriers represantation in AUH
• Recruit, lead and develop a professional highly effective motivated sales team
• Educate the sales team towards qualitative approach to selling of the product
• Allocate individual portfolios to Sales team to improve accountability by applying
acurrate segmentation
• Evaluate and appraise sales staff preformance – target v/s achievements
• Monitor competitors’ activities and work on feasibility of operating to new routes
• Ensure sales team utilizes available market intelligence tools to plan sales objectives
and maintain records in line with Etihad Way best practices
• Develop, enhance & maintain close business relationship with travel agencies,
corporate houses, industry associations & bodies to ensure Etihad Airways
anticipates and/or responds to market & competitor activities to maximize sales and
avoid any adverse impact
• Organize Familiarsation trips for front line and key officials from market segments to
promote Etihad Airways product services
Position held
Marketing Manager – UAE & Oman : July 2007 – July 2008
Job description
• Manage marketing department within set guidelines in company policies to realize
defined objectives and targets
• Steer effectively on the key performance indicators to achieve sales targets and
market share objectives as defined in the business plan
• Ensure that structured and target marketing activities are developed and
implemented
• Manage the team functionally within the local HR policies to enhance performance
and to increase staff satisfaction
• Manage and safeguard internal processes and external relationship management
• Ensure effective relations with stakeholders local government bodies and foreign
embassies
Position held
Sales & Marketing Specialist : September 2004 – July 2007
Job description
• Prepare in coordination with Station managers the regions’ sales and marketing
objectives tacticals and distribution based on market segmentation
• Co-ordinate with concerned station managers to prepare the Region’s Business and
Marketing plan for presentation to Head Office for the fiscal year
• Liaise between the region and head office on the station’s requirements related to
revenue and marketing issues
• Organize stations’ workshops, sales blitz, FAM Trips, functions, exhibitions,
conferences and other marketing events, in accordance within the approved
marketing budget and plan
• Set sales promotion objectives, develop, plan and monitor implementation once

5. approved in line with overall objectives of the marketing plan
• Plan visits and accompany management to key potential clients
• Direct marketing department ‘s day to day activities
Position held
Account Manager – Abu Dhabi : January 2004 – September 2004
Job description
• Create awareness of Etihad Airways the National carrier of the United Arab Emirates
being a founder member of Marketing and Sales team through clients’ visits
• Establish business relationship with the corporate houses and travel trade
• Gather and analyse internal and external information to provide reliable reporting to
sales management
• Organize product launches i.e. inaugural flights to new destinations
• Coordinate PR activities for Etihad Airways sponsored events
• Enhance Etihad Airways product awareness though ATL & BTL activities
• Support Marketing and sales team to work on initiatives to build Etihad brand
• Assist in the delivery of tactical initiatives to grow market share.
2000 – 2004 : Gulf Air
Abu Dhabi – UAE
Position held : Sales Co-ordinator
Job description
• Handling the sales of corporate clients and government departments
• Communicate with Travel Agents regarding market needs and wants
• Maintaining good relationship with key persons from Corporate Houses, Travel Trade
& Government department, and ethnic communities
• Placing one-off deals through pricing department for group movements and bulk
traffic
• Processing Rebated Ticket requests from Travel Agents
• Co-ordinating Sales Department Sales Plan & Sales Strategy
• Ensure smooth prompt handling of correspondence between Gulf Air & travel trade
• Self Correspondence
• Create, organize & manage Sales Data Bank & mailing list
• Maintaining records & systematic filing both manual & electronic
• Reply to all inquiries related to pricing, reservations and any inquiry from the trade
with regard to sales
• Follow-Up clients quotations, inquiries, business opportunities & make sure Agents
generate business on Gulf Air
• Update the market on daily basis with the latest developments of Gulf Air product and
added value services
• Consolidate Sales Performance Report
• Update the management with the latest market developments and other airline

6. activities feedback for appropriate action
• Liaison and Co-rordination between Sales Department & the concerned department
at Head Office
1998 – 2000 : International Educational Institute
Abu Dhabi - UAE
Position held : Office Manager
Job description
• Reporting to the Director General
• Day-to-day follow up all the Inquiries
• Supervising the students enrollment in the Institute and advise them in regards to
courses where they should register
• Handling the Monthly Administrative & Marketing report, and improving the system
whenever needed
• Implementing the marketing scheme
• Initiating relevant ads
• Handling personal files, official documents of the institute
• Handling all recruitment Inquiries
• Control all correspondence: Mail, E-mail, Telecommunications,
Incoming / Outgoing etc.
Courses Attended
1992 - 1995 : Al Maaref School Dubai - UAE
Position held : Math, Science & English Teacher
1991 - 1992 : Al Mustaqbal School Sharjah - UAE
Position held : Science & English Teacher
1990 - 1991 : Al Maaref School Dubai - UAE
Position held : Science & English Teacher
1989 : Bank du Liban et d'Outre Mer Zahle -
Lebanon
Position held : Trainee
• Successful Dealing & Activation
• Management Coaching & Sales Essentials
• Sales Force Automation
• Performance Review Workshop

7. Languages
• Beacon Systems - MIDT Workshop
• Negotiation Skills
• Sales Techniques
• Telephone Techniques
• Customer Awarness
• Communication Skills
• Various Sales and Marketing seminars and workshops.
• Internal Investment certification
• Retail Banking
Online trainings:
iAchieve -Towards a Performance Driven Culture, Quality Management
Briefing, Management Development Forum, Corporate Security Awareness,
safety Management System, O & D Self Learning, Health & Safety.
Anti-Money Laundering, Compliance and Fraud 13/14, Information Security
Awareness.
Fluent in ARABIC, ENGLISH & FRENCH
Computer Skills
Personal Strengths
MS Office applications, Internet etc.
• Team leader and Team Player.
• Highly competent and well organized.
• Hard working
• Trustworthy, Persistent & loyal.
• Ability to mentor and motivate team
• Develop my skills by developing others.
• Good Psychology, able to feel the state of mind of one’s interlocutor.
• Highly competent team player, believing in producing results, meeting deadlines.
• Listening carefully, learning quickly & trying to do the best
• Marketing oriented rather than sales centered.
Interests & Activities Tennis, swimming, reading & travelling
References Available on request