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Work Background
ScootProduct Owner
Oct. 2022SingaporeArchitected a channel-agnostic strategy for Scoot’s flight booking engine (web/mobile), streamlining user journeys and elevating CSAT by 5 ppt within 12 months. Led Self-Service Web Check-In Initiatives: Spearheaded the development and implementation of self-service web check-in, resulting in over a 28% increase in penetration rates. This initiative significantly reduced passenger reliance on airport check-in counters and lowered operational costs. Boosted Ancillary Revenue: Pioneered the implementation of selling ancillary products during web check-in, generating $4 million in annual revenue. Introduced Cancel for Any Reason Product: Directed the end-to-end implementation of the MVP for the "Cancel for Any Reason" product in pre- and post-booking applications, including selling and booking cancellation with voucher refunds. This initiative is on track to bring in $3 million in revenue. Enhanced User Experience: Collaborated with the UX team to achieve high Customer Satisfaction (CSAT) and Customer Effort Score (CES) above 80% for post-booking applications through UI refresh initiatives and user testing. Transitioned to Scrum Methodology: Successfully transitioned and led two squads to adopt Scrum methodology, enhancing team collaboration and productivity. Continuous Improvement: Focused on the continuous enhancement of the "Manage My Booking" platform, prioritizing and releasing new features promptly to ensure a seamless user experience and capture value from customers efficiently. Operational Efficiency: Implemented strategies that streamlined processes, contributing to cost savings and improved customer satisfaction.
Jetstar AirwaysWeb Developer
Oct. 2021 - Sep. 2022SingaporeCollaborated with Dynamic Scrum Team: Worked closely with a dynamic Scrum team to maintain and implement enhancement features for the Jetstar website, ensuring seamless user experiences and operational efficiency. Enhanced Booking Features: Spearheaded the development and enhancement of booking features on the Jetstar website, leveraging the Navitaire dotRez Web framework within a C# environment. Delivered High-Quality Product Updates: Collaborated with cross-functional teams to deliver high-quality product updates, aligning website functionality with business goals and customer needs. Utilized Advanced Technical Solutions: Utilized the Navitaire dotRez Web framework and C# to drive technical solutions, ensuring the website's functionality and performance met industry standards. Key Responsibilities: Leading the development and enhancement of booking features on the Jetstar website. Collaborating with cross-functional teams to deliver high-quality product updates. Utilizing the Navitaire dotRez Web framework and C# to drive technical solutions. Ensuring the website's functionality aligns with business goals and customer needs.
Jetstar AirwaysSafety Manager
Feb. 2018 - Sep. 2021SingaporeOversaw Quality Management Systems: Managed Quality Management Systems with a strong focus on Aviation Risk Management, ensuring the highest safety standards. Led Extensive Audits and Risk Management Projects: Conducted over 30 audits, including first and second-party assessments, and managed more than 30 risk management projects. Developed Asynchronous Risk Assessment Model: Created an innovative risk assessment model during the COVID-19 pandemic, reducing assessment times by 75% and enhancing agile supply chain management. Utilized Data-Driven Analysis: Employed regression analysis to develop a model identifying root causes of long landings, potentially reducing unsafe incidents by 50%. Conducted Comprehensive Training: Delivered risk-awareness training sessions through both physical and online methods, enhancing safety awareness among staff. Coordinated IOSA Program: Successfully coordinated the IOSA Program, ensuring Jetstar Asia's re-accreditation in 2020, demonstrating a commitment to aviation safety standards. Key Achievements: Developed an asynchronous risk assessment model, reducing assessment times by 75%. Utilized regression analysis to identify root causes of long landings, potentially reducing unsafe incidents by 50%. Conducted comprehensive risk-awareness training sessions. Successfully coordinated the IOSA Program, ensuring re-accreditation in 2020.
ScootAssistant Manager, Ground Operations
Jun. 2015 - Jan. 2018SingaporeManaged New Destination Projects: Successfully managed six new destination projects, including Honolulu and Guangzhou, with contract management valued at SGD 14 million. Collaborated closely with stakeholders to address and mitigate challenges within the PESTLE framework. Developed Comprehensive Training Programs: Created and delivered seven training programs for new vendors, covering check-in and reservations systems, as well as airline product training, ensuring compliance with rigorous airline standards. Conducted Vendor Compliance Audits: Performed over 10 second-party audits to verify vendor compliance with airline standards, effectively navigating cultural nuances to maintain high standards. Optimized Check-In Counter Utilization: Played a strategic role in the Scoot-Tigerair merger, optimizing check-in counter utilization to achieve an impressive 85% utilization rate, resulting in substantial cost savings. Key Achievements: Spearheaded the launch of six new destinations, managing contracts worth SGD 14 million. Developed and delivered seven comprehensive training programs for new vendors. Conducted over 10 second-party audits to ensure vendor compliance with airline standards. Optimized check-in counter utilization, achieving an 85% utilization rate and significant cost savings.
Jetstar AirwaysAirport Manager
Nov. 2012 - May. 2015SingaporeOverseeing Ground Operations: Gained extensive hands-on experience in managing ground operations and successfully navigating critical challenges. Managed Vendor Fallout Incident: Effectively managed the vendor fallout incident in October 2014, ensuring all flights during my shifts departed punctually and passengers received top-notch assistance and service despite operational disruptions. Passenger Support During Disruptions: Worked diligently behind the scenes to manage and support passengers during flight disruptions, including seamless rebooking of connecting flights and providing necessary care and support. Leveraged Airline Relationships: Utilized strong relationships with various airlines in Singapore to effectively manage disruptions and minimize passenger impact. Introduced Inventory Management System: Led the introduction of an Inventory Management System as part of our department's digital transformation, resulting in a 30% improvement in airline inventory processes. Streamlined Ordering Processes: Streamlined the ordering process for essential items like boarding passes and baggage tags, reducing errors and enhancing overall operational effectiveness. Key Achievements: Managed the vendor fallout incident in October 2014, maintaining punctual flight departures and high-quality passenger service despite operational disruptions. Supported passengers during flight disruptions, ensuring seamless rebooking and necessary care. Leveraged strong relationships with various airlines to minimize passenger impact during disruptions. Introduced an Inventory Management System, improving airline inventory processes by 30%. Streamlined the ordering process for essential items, reducing errors and enhancing operational effectiveness.
SATS Ltd.Airline Relations Manager
Mar. 2011 - Nov. 2012SingaporeManaged Prestigious Airline Relationships: Successfully managed relationships with five prestigious airlines: Etihad Airways, Lufthansa, Malaysia Airlines, Philippines Airlines, and Royal Brunei Airlines. Spearheaded initiatives to enhance passenger experience, creating substantial value for both the airlines and SATS. Led a High-Performing Team: Directed a team of 100 Passenger Services staff, consistently delivering outstanding services and operational excellence. Maintained strong partnerships and fostered trust among airline clients. Developed Roster Optimization Software: Led a team of five SMU students in developing innovative roster optimization software, achieving a 90% staff utilization rate. This solution significantly improved staff utilization and streamlined operations. Enhanced Passenger Experience: Spearheaded various initiatives aimed at enhancing the passenger experience, contributing to increased customer satisfaction and loyalty. Operational Efficiency: Implemented strategies that optimized workforce allocation and improved operational efficiency, ensuring the highest standards of service in the dynamic aviation industry. Key Achievements: Managed relationships with five prestigious airlines: Etihad Airways, Lufthansa, Malaysia Airlines, Philippines Airlines, and Royal Brunei Airlines. Led a team of 100 Passenger Services staff to consistently deliver outstanding services and operational excellence. Developed roster optimization software with a team of five SMU students, achieving a 90% staff utilization rate. Spearheaded initiatives that enhanced the passenger experience and created substantial value for both the airlines and SATS.
SATS Ltd.Ramp Services Executive
Jan. 2010 - Feb. 2011SingaporeManaged Ramp Operations for Esteemed Airlines: Successfully managed ramp operations at Singapore Changi Airport Terminal 3 for prestigious airlines such as Singapore Airlines, United Airlines, Vietnam Airlines, and Jet Airways. Ensured strict adherence to local and airline-specific safety requirements. Led Back Injury Prevention Project: Initiated and led the Back Injury Prevention Project, introducing proper lifting techniques to all ramp staff. This initiative prioritized employee well-being and safety, ensuring staff could return home safely after each shift. Conducted Financial Feasibility Study: Performed a comprehensive financial feasibility study for freighter ramp operations cost control, identifying potential cost savings of up to 15%. Demonstrated the impact of meticulous analysis and strategic planning. Optimized Cargo Loading Processes: Undertook cargo maximization analysis for conventional aircraft, optimizing cargo loading processes and identifying potential revenue increases of 10% for airlines. This initiative highlighted our commitment to operational efficiency and revenue generation. Dedicated to Safety and Efficiency: Maintained a steadfast dedication to safety, efficiency, and cost-effectiveness in ramp operations. Consistently delivered excellence in airline services and operations management within the dynamic aviation industry. Key Achievements: Managed ramp operations for esteemed airlines: Singapore Airlines, United Airlines, Vietnam Airlines, and Jet Airways. Led the Back Injury Prevention Project, enhancing employee safety and well-being. Conducted a financial feasibility study, achieving potential cost savings of up to 15%. Optimized cargo loading processes, identifying a 10% potential increase in airline revenue. Demonstrated a commitment to safety, efficiency, and operational excellence.
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