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Work Background
LufthansaCountry Manager
Jul. 2018 - Dec. 2020ManilaLead market strategist for the Philippines. Oversees the company operations, business portfolio and revenue generation. Responsible for the development and implementation of plans, activities and programs of the organization. Served as the appointed legal representative of Lufthansa German Airlines, Swiss International Air Lines and Austrian Airlines in the Philippines. Collaborated with other business units to develop network and linkages of shared goals. Monitored quality of performance of the contact center, catering to APAC B2B customers, ensuring service level agreements are met. Initiated trainings for the B2B service teams. Mentored and motivated people in the organization. Managed internal and external clients including diplomatic relations and government affairs. Served as sustainability ambassador for the Philippines.
LufthansaAccount Steering Expert
Jul. 2016 - May. 2018PhilippinesConducted research and evaluated data using data analytics. Data account management activities based on monthly analysis and evaluation of account management portfolios and their possible revenue potential. Identified sales based opportunities and threats by competition monitoring (frequency and capacity) using data analytics. Ensured quality of agent and corporate reference data in the relevant sales tool and update customer profiles in the CRM system. Forwarded sales lead to the New Business and SME management. Comprehensive preparation of contract and tactical incentive proposals. Filed of tariffs for corporate accounts. Coordinated pricing matters with the regional office. Market interface for TIGER process flow. Regularly evaluated incentive contract ROI. Lead sales promotions for both agent and corporate accounts.
LufthansaManager for Sales / IT Coordinator
Jan. 2015 - Jul. 2016PhilippinesHandled indoor sales and provided support to outdoor sales. Attended to reservations and ticketing functions of the Lufthansa Group. Handled group travel. Responsible for customer care handling. In charge of sales administration. Facilitated product workshops. Initiated and coordinated staff training. Over – all coordinator for all IT requirements of the station.
Xsite Internet CenterAssistant Manager
May. 2009 - Aug. 2009Handled store operations. Monitored daily cash sales. Prepared weekly and monthly reports.
Swiss International Air LinesReservations and Ticketing Supervisor
Mar. 2006 - Dec. 2006Oversaw the operations of the ticketing and reservations unit, including staff training, skills development, and monitoring of daily business processes. Attended to the other tasks and duties of reservations and ticketing. Implemented quality customer service. Disseminated related Swiss product updates. Prepared accounting and performance reports. Handled customer service, other issues and special concerns in adherence to company policies, procedures and regulations.
Swiss International Air LinesCorporate and Leisure Sales
Jan. 2003 - Jul. 2005Handled corporate sales and accounts. Provided regular product and fares updates, issuance of competitive rates and obtained market intelligence. Assisted agents in ticketing matters and othe related concerns.
Swiss International Air LinesLocal IT Administrator
Jun. 2001 - Dec. 2014Maintained all computer hardware and software. Provided technical support. Coordinated with Head Office in Zurich all network related requirements and technical concerns. Maintained continuous axRes on-line system and hardware requirements.
Swiss International Air LinesTeam Lead
Jan. 2001 - Sep. 2001Acting supervisor for the reservations and ticketing team. Ensured smooth workflow of the office, organized sufficient workforce for all departments and acted as Deputy General Sales Agent Manager in her absence. Other tasks included computation of tickets for refund, conducted local training, troubleshooting on daily work operations, prepared and presented operations reports.
Swiss International Air LinesAirport Station Supervisor
Apr. 2000 - Mar. 2005Assisted the Station Manager during flight days. Handled flight firming, pre-flight operations, and post- flight operations and telexes. Monitored airport ground operations including passenger handling activities from the check-in counter to the boarding gate to ensure quality, safe, smooth, punctual, and passenger - friendly service.
Swiss International Air LinesReservations and Ticketing Agent / Rate Desk Agent
Aug. 1999 - Mar. 2006Handled flight bookings for direct passengers. Attended to the needs of the clients and travel agents such as inquiries on flight schedules, routes, fares, and other airline services. Carried out issuance and reissuance of tickets. Created and issued Prepaid Ticket Advices. Computed fares and ensured prompt and accurate fare qoutes to agents and direct passengers.
ZCM Corporation - General Sales Agent for Swiss International Air LinesDeputy Manager
Aug. 1999 - Dec. 2014PhilippinesAttended to over-all sales, marketing, pricing, reservations, ticketing and accounting duties. Lead the creation, review and implementation of revenue and pricing strategies for the Philippine market. Ensured profitability of both Swiss and the General Sales Agent. Initiated market planning and business development. Provided status updates and key business reports related to market trends. Handled medical cases and special flight circumstances. Personally attended to the diplomatic community regarding flight matters. Responsible for the GSA budget and over - all affairs. Ensured good relationships with internal and external customers and maintained excellent customer care.
Landco Pacific CorporationProject Assistant - Credit and Collections
Aug. 1998 - Dec. 1998Directly reported to the General Manager and managed the Billings and Collections staff. Directly supervised collections. Monitored accounts and billings. Regularly prepared financial reports and yearly projections. Facilitated commissions for the sales force. Conceptualized and implemented sales and marketing plans. Handled customer service and regular sales correspondence.
Landco Pacific CorporationProject Assistant - Sales Administration
Oct. 1996 - Jul. 1998Directly reported to the Site Operations Manager and managed the Billings and Collections staff. Supervised collections. Maintained proper controls on accounts and billings. Monitored lot inventory and regularly prepared sales production and collections reports. Facilitated commissions for the project's marketing arm. Conceptualized and coordinated sales and marketing plans for the existing buyer's maintenance. Handled documentation and correspondence. Provided on-site customer service.
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