Tina Lee
Singapore
Summary
Motivated individual with over 5 years of experience in both aviation and customer oriented job setting.
Overview
7
7
years of professional experience
Work History
Senior Executive, Regional Sales and Distribution
GLOBALTIX PTE LTD
04.2019 - 06.2020
- Comb the SEA market and engage industry players
- Reach out to as many industry players to enable revenue generation by pursuing partnerships.
- Increase awareness of the products we offer to travel stakeholders worldwide
- Maintain and build positive working relationships with key industry players
- Account management for existing new clients
- Ensure sales efforts are progressing and goals are met to increase business growth
- Play a role in integrating strategic sales planning to achieve the company's goal
- Meet client's needs by introducing solutions by leveraging on existing and past statistical trends.
- Collaborate with partners to establish and achieve long-term business goals.
Fare Management Associate
SINGAPORE AIRLINES
04.2017 - 04.2019
- Supported fare filing activities within the department.
- Assisted and supported activities to implement key projects such as the introduction of new fare families.
- Participated in fare filing initiatives initiated by head office involving worldwide offices. This includes initiatives to revamp and streamline the ATPCO database.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Participated in user acceptance testing with focus on documenting and identifying issues. This includes producing and executing test cases.
- Resolve pricing issues raised from other stakeholders with the application of the knowledge of Fare manager 100-300 and category 31 and 33
- Analyze potential issues embedded within fare coding based on the issues received
- Managed discounting authority system as an administrator.
- Generate and compile monthly reports using excel
- Produced monthly reports using Excel spreadsheet functions.
Customer Service Representative
TELEDIRECT
06.2014 - 09.2016
- Manage membership and ticketing-related enquiries of a reputable airline(client). This comes in the form of voice calls and email
- Provided high level of customer service by engaging with passenger through active listening and effective interpersonal skills
- Maintained customer satisfaction with the focus on addressing passenger's needs and resolving concerns
- Minimize service lapses in the event of a mishandling situation
- Strove for first resolution by taking ownership of the passenger case.
- Responded to passenger's requests by offering excellent support and addressing concerns with a personalized drafted email.
- Developed personalized email writing skills by showing empathy with the use of polite and positive languages.
- Utilized customer service software to manage interactions
- Maintained up-to-date knowledge of client's product and service changes.
- Documented summarized calls and complaints information using call center's CRM database.
- Adhered to company policies and scripts to achieve call-time and quality standards.
- Achieved high satisfaction ratings from passengers. This is proven by the passenger's written compliments.
Changi Youth Ambassador (Intern)
CHANGI AIRPORT GROUPS
04.2013 - 08.2013
- Assist airport duty manager in daily operations
- Ensures various service touch points are in operational and satisfactory conditions
- Respond to reported fault and incident raised by stakeholders in the airport
- Directed passengers to the correct airport terminal locations in the event of gate changes
- Manage and facilitate congestion at various touch points in the airport
- Assist in any Ad-hoc duties delegated by managers to facilitate the smooth daily operation of the airport
Education
Diploma in Aviation Management - Aviation Management And Operations
Republic Polytechnic
Singapore01.2014
'O' Levels -
Greendale Secondary School
01.2010
PSLE -
Punggol Primary School
01.2006
Skills
- GDS - Amadeus
- ATPCO Fare Manager (100-300)
- ATPCO Fare Manager (Cat 31 & 33)
- Microsoft Tools
- Account Management
- Project Management Abilities
- Customer Service
- CRM Software
- Ticketing Expertise
- Call Center Customer Service
Timeline
Senior Executive, Regional Sales and Distribution
GLOBALTIX PTE LTD
04.2019 - 06.2020
Fare Management Associate
SINGAPORE AIRLINES
04.2017 - 04.2019
Customer Service Representative
TELEDIRECT
06.2014 - 09.2016
Changi Youth Ambassador (Intern)
CHANGI AIRPORT GROUPS
04.2013 - 08.2013
Diploma in Aviation Management - Aviation Management And Operations
Republic Polytechnic
'O' Levels -
Greendale Secondary School
PSLE -
Punggol Primary School
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