Data Analyst
Singapore Airlines
Total years of experience :18 years, 3 Months
In my current role, I am contributing across designing and implementing business and marketing strategies through conducting data-driven planning, performance management, pricing and analytics to increase company profits and reduce costs. Responsible for activities related to Data Analysis/Stations Pricing, E-Commerce, MIS Reporting, Sales & Marketing, Business Development, Key Account Management and Client Relationship. Developing sales strategy involving sales channel, fare distribution, OD steering, cross-selling to support Regional Sales Planning Manager in business planning and target setting. Deriving insights by synthesizing information from a variety of data sources to facilitate analytical support to sales.
Ensuring appropriate and accurate reports whilst maintaining sales dashboards. Analyzed trends and set up private fares (e.g. Corporate, Tour Operator, MICE, VFR, etc.) and tactical as governed by Pricing Procedure. Monitored Stations, OD performance, OD forward loads and inventory availability - brought inventory shortage and directionality issued to the attention of NRM and Pricing for potential remedy. Conducted a thorough analysis of trends in the data. Identified gaps in current performance management practices and develop methodologies, system upgrades, and processes to close gaps including tracking contract discounts versus market fares, fair market share definition and customization of QSI, etc.
Set private fares (e.g. Corporate, Tour Operator, Cruise, MICE, VFR, etc) and tactical as governed by Pricing Procedure. Developed fare products and campaigns as well as constantly monitored effectiveness of pricing products. Worked closely with the HO Pricing / CPD / NRM for Pricing Strategy in market to drive execution as necessary.
As Travel Consultant, I was responsible for customer service management for Airline Systems, OAG guides/Airline Time tables ensuring error free itineraries and travel arrangements with overall accountability of maximizing customer satisfaction. Formulated and implemented strategies, policies and procedures for streamlining operations and achieving greater customer delight. Made travel arrangements, reservations and interfaced with clients for distributing and explaining them the itinerary.
Handled and addressed complaints refunds, complicated re-issues, MCOs/LPO/FPOs, PTAs, re-calculation of fares based on any changes in the itinerary and make necessary collections as required. Oversaw day to day administrative duties including record keeping in the back office system to enable accurate invoicing by sales and revenue accounts department or the lodged card operator, as the case may be.
Planned, communicated, arranged, and sold itinerary tour packages and promotional travel incentives offered by various travel carriers. Oversaw customer are provided with brochures and publications containing travel information, local customs, points of interest and foreign country regulations. Facilitated tailor making the tour packages as per the need of the client. Identified potential customers and created, closed new business opportunities in line with the strategic directions of the company. Effectively handled objection/cancellation in order to ensure that high level of customer service was provided.
As Customer Service Executive, I worked in the capacity of Counter Sales Person and handled activities related to gift packaging, and retail & wholesale trading. Greeted and attended the customers at the counter, identified client requirements and specifications to help customers choose the right products as needed. Inspected stocks, maintained adequate inventory and replenished it based on demand/supply forecasts and ensured the brand uniformity and integrity is maintained.
Bachelor of Commerce with Major in Accounts.