Clara Faria                                                         

450-E Tampines street 42, #06-408, Singapore 525450.Tel.:   + 65 90265880, e-mail: sweetydiaz@gmail.com

Career Objective

Seeking a challenging career which provides an opportunity to utilize my experience and commitment towards meeting the organisational goal, client relations and customer support.

Summary of Skills and Experience                                                                                ATP Instone Singapore Pte Ltd (Oct 2010 – Till date)Position: Manager – Corporate & Marine team.Specialization: Marine & Corporate Operations.

Directly reporting to Managing Director and Regional Operation Manager. Grooming the subordinate as per the succession plan for the next level/role. Delegating / assigning responsibility to my subordinates, reviewing their performance on

quarterly basis. Monitoring team productivity, Turnaround time and accuracy of 98% on work produced by

each team member to ensure they meet clients agreed SLA. Coordinating regular meetings with Team leaders & Supervisors including Key account

Managers and finance Manager to share clients/airlines update within the various global markets.

Identify opportunities of saving for the local & Global clients, by reviewing their travel spend data on monthly & quarterly basis

Providing assistance and guidance to client in implementing a meaningful Travel Policy Coordinate and managing implementation processes for local and Global clients across the

globe, producing outstanding results and supporting projects throughout their entirety eg: ATPI Academy, Saving codes etc.

Continuously maintain clients’ portfolio, including creation of business association record & Personal association records for key clients eg : E-profile.

Work closely with the relevant teams; utilize relationships to ensure service delivery is met. Monthly delivery of an overview of key activity, areas covering as minimum

Wins/Losses/Risks/Opportunities – to form part of the monthly commercial review report.  Implementing and launching of new products by conduct demo and training for prospect

agents. Creating bespoke initiatives and suggesting recommendations on supporting clients duty of

care policies and procedures including airline safety and policy compliance  Assisting Corporate clients (local & global) by organizing and conducting their client events

eg : Team building event, Regional Management meeting, etc. Responsible for ensuring each individual consultant performs as per targets set for Ops and

is able to generate more revenue with cost saving tactics for the clients. Develop and execute workflow for Operations team which suits the client requirement,

building effective relationships through positive communication and actions that influences and supports team members.

Managing & creating Operations staff shift roster for emergency service and Sat shift to ensure Ops client coverage at all times.

Conducting recruitment for Ops team via personal interview and assessment test paper to ensure right resources are in place for smooth working e.g: position for Travel consultant, Senior Travel consultant and Supervisor & Team leaders.

To implement and conduct review meetings with clients along with KAM. Feeding analytical data to ROM on client performance patterns and staff

performance/behaviour eg : Productivity, Quality, NCR etc. Recording all feedback based on internal and external clients e.g.: Customer complaints,

compliments etc and analysis with prevention action to ensure the errors are not repeated. Monitoring/ Approving/Analyzing E-leave for Operations teams include Urgent leave,

Medical leave, Annual leave, Child care leave, time off etc. Conduct Key Performance Indicator (KPI) for the team on quarterly basis to review their

performance/ target assigned also perform one to one with the consultant on weekly/monthly basis.

Ensure full and comprehensive use / adoption of ATPI tools by Consultants. Responsible for driving incremental revenue through the adoption and execution of

creative and innovative tactics and campaigns. Preparing for audit on half yearly basis, ensure all clients and work process is documented

in Entropy and followed by each team member as per ISO standards. Coordinate and conduct conference call with overseas offices e.g.: ROC team in Mumbai,

BKK office, etc on weekly and fortnightly basis to share clients updates, feedbacks and webbex training.

Instone Singapore Pte Ltd (Jan 2008 – October 2010)Position: Manager in DevelopmentSpecialization: Marine & Offshore.

Making travel arrangement for Seafarers (On signers and Off signers)-Handling International clients worldwide (after Office Hours )

Fare pricing, issuing Electronic tickets globally and auto refunds. Grooming the subordinate’s potential and helping them to improve in their area of

weakness. Successful setup of a separate Admin team in Singapore to handle Ticketing, invoicing &

refunds. Monitoring productivity, TAT and accuracy to meet client requirements. Conducting training for the team on travel procedure. Visa documentation as per Singapore regulation. On daily basis recording the Non-conformance received from clients based on internal &

external client complaints, compliments for the consultant. Conduct Key Performance Indicator (KPI) for the team on quarterly basis to review their

performance. Also perform one to one with the consultant on weekly / monthly basis. Delegating / assigning responsibility to my subordinates, reviewing their performance on

quarterly basis.

Achievements

Successfully set-up admin team of 5 consultants to handle ticketing, refunds & invoicing process for Singapore office.

Successfully set-up remote operations office with 10 consultants in Mumbai, India to support Singapore reservations/AOH team remotely.

Successfully completed coaching and mentoring 4 consultants in Hong Kong office to handle independently one of top 3 Global client from HKG office.

Handle 100% of all ops implementation process for local and Global clients. Developed ops process clients specific, execute & implemented to Operation team. Conducted training on new project assign for Hong Kong, Shanghai, Mumbai & Singapore

office. Achieved 98% completion of all Ops ongoing process for all internal & external clients

(Corporate & Marine) in Entropy for audit purpose. Conducted presentation for travel bookers on Ops FAQ which was 80% successful.

World Network Services (Aug 2004 – Jan 2008)Position: Asst. Quality Assurance Manager for the Instone International ProcessSpecialization: Marine Operations, Client Relationships, and Quality Process Implementation

Handling travel arrangement for Seafarers (On signers and Off signers) Handling queries for staff and Instone offices worldwide. Handling the team of Quality Leaders and Quality checkers for Instone GSC. Delegating / assigning responsibility to my subordinates, reviewing their performance on

quarterly basis. Grooming their potential and helping them to improve in their area of weakness Conducting training for staff on reservation, ticketing and invoicing (UK , Norway       and Mumbai) Performing Quality checks for the team (UK / Norway and Mumbai). Monitoring productivity, TAT and accuracy for each process as well as setting team targets

using Descriptive stats calculator on a monthly basis for smooth functioning of business. Organizing roster for each process as per business requirements and also Managers leave

records for 2007- 2008.

Updating documents like fare sheets, Client profiles for the team and also sensitive report for each process like Error file, Incentive file, Reward & Recognition report , pending reports for ticketing and invoicing and OOH reports.

Handling quality reports like Client Comeback Review report, Management Review Committee, Voice of Customer, Client report (Internal / external)etc on work done in each process.

Conduct and facilitate Team meetings for entire team and for different processes and also conference calls with the client for each process on a monthly basis.

Handling P&L for the team as per the budget decided by management. Handling WNS trainings, to be attended by the team according to their road map Helped in the process mapping for the project. E.g: Work Manual Instruction. Process Specialist in order to help the team improve their skills as customer service agents Basic knowledge on excel, PowerPoint and word. Been to UK and Norway for 6 weeks on training for the pilot batch.

Griffin Marine Services (Sep 2003 - Aug 2004)Position: Team LeaderSpecialization: Marine Operations.

Been to Singapore for 3 months as a consultant for the pilot batch training Making travel arrangement for Seafarers (On signers and Off signers)- Handling

International clients worldwide (OOH- Out of hours/Emergency service ) Making computer reservation on Amadeus & Galileo system. Fare pricing, issuing Electronic tickets and setting up Prepaid ticket globally.

Eurasia Marine Travel Service Pvt Ltd (Sept 2002 - Aug 2003)Position: Travel ConsultantSpecialization: Marine Operations

Travel arrangement for Seafarers (On signers and Off signers) Handling corporate clients. Making computer reservation on Galileo system. Manual fare pricing and issuing manual and automatic tickets based on IATA rules Visa/Passport documentation

Ambassador Travels (Apr 2000 - Aug 2002)Position: International Counter StaffSpecialization: Counter Sales & Ticketing

Handling the entire travel plan for the client (Air ticket / Hotel / visa / Insurance ) Handling Corporate and walk-in- clients Itinerary planning and fare pricing Making computer reservation on Sabre and Galileo system Manual fare pricing and issuing manual and automated tickets based on IATA rules Visa/Passport documentation Handling Marketing and Sales.

Sabad Travels (Aug 1996 - Mar 2000)Position: Domestic & International Counter StaffSpecialization: Counter Sales & Ticketing

Work out travel itineraries based on both land and air costing with conferences, Sightseeing, meals, transfers and accommodation facilities.

BSP ticketing. Handling Passport and Visa Documentation Costing an itinerary for both individual travel and on packaged tours. Work out

international & domestic travel fares for customers and corporates.

Achievements

Attended a week Training program on Amadeus computer reservation system       conducted by Amadeus Ltd. Mumbai. Certified Trainings on Computer Reservation Systems Amadeus and Galileo. Been recommended by UK clients Christina Pepper to handle the UK reservation process. Been appreciated by Ephorate ref Chris Kyriacou for bringing improvement and speeding

the work for Fare filing team in Pune. Completed Lean Kaizen project on downsell for Instone GSC. Initiated Brainwave ideas in the team and generated Quality Net Saving for WNS. Initiated Lean project on cost for WNS.

Skills:Carrying 15years experience in the travel and tourism industry has achieved Industry knowledge and the ability to do multitask. Holding a strong leadership quality has helped me to maintain a good relationship with my clients and subordinates in assisting them with problem solving issues. Other skills like Communication and strong negotiation power have benefited our clients from suppliers and vendors. Good in Business analyst and project management skills.

References

Available on request

Personal & Academic Summary

Date of Birth 09 March 1975

Educational Background    Bachelor in Commerce from Mumbai University, India

Professional qualifications   Diploma in IATA/UFTAA Standard Course through Air India, Mumbai, India

Diploma in Fare Construction from (IITC), Mumbai, India Diploma in basic training and B.S.P Document Production of Galileo Computer reservation system conducted by Galileo India Ltd. Mumbai, India.

Nationality Indian

Marital Status Married       

Mother Tongue  Konkani

Languages (Speak)  Hindi, English, Marathi, Konkani   

Languages (Write)            Hindi, English, Marathi

Interests    Listening to Music, Reading Spiritual Books & Traveling to different places.