Travel administrator

Ana Martins

ID: 740**********

* **** ******

Cason

Boksburg North

1460

(011-***-****(H)

Cell : 084-***-****

adhw7v@r.postjobfree.com

EMPLOYER: South African Airways

February 2014-September 2020

Revenue Management

Flight Analyst

Monitoring and controlling seat availability in each fare group daily on flights that are flagged by the Revenue Management System so that revenue is maximised.

Maximising Revenue by selling each seat at the highest class in which the demand determines the price the passengers are prepared to pay.

Analysing forecasts regularly so that the most accurate historical data and system parameters are used, taking into consideration external variables, competitors actions which may affect future demand.

Make use of system reports to analyse data on sales by booking classes and past booking trends to make critical decisions on booking class availability.

Monitoring individual routes highest yield POS and ensuring that booking classes are available for their Origin and Destination sales, taking into consideration currency fluctuations.

Optimising flights to ensure revenue mixes of both high and low fare baskets for higher revenue generation.

Effectively manage inventory on revenue to minimise spilled and spoiled seats and maximise overbookings to prevent lost revenue due to no shows.

Anticipate booking trends; identify market trends and fluctuations in demand by analysis of Revenue Management data.

Interact with Group Analysts to have optimal group and individual demand and revenue per flight. Clearing Altea inventory group cancellation and unnamed group queues timeously, following up on deposits received and cancellation deposits with relevant groups departments.

Assisting outstations with various email queries relating to POS O&D availability, group class requests and confirmation of waitlisted/cancelled flights.

Provide relevant reports on inventory forecasts and performance to Regional Managers, Station Managers, Sales and Pricing Specialists for critical decision making.

Liaising with Station Managers, Pricing Specialist’s and Sales to proactively implement special marketing programmes to seize market opportunities or reactively to match competitor’s initiatives.

Liaising with Scheduling and Network Planning to request aircraft capacity changes and flight cancellations relative to passenger demand and direct operating costs (DOC).

November 2009- January 2014

Pricing & Policy

Pricing Analyst

Fare filing, creating rules and footnotes for Private, Corporate, E-commerce, Tour Operators and Special deal fares for different geographical areas.

Liaising with Sales, E-commerce & ONBIZ to file special Closed User Group (CUG) promos for specific corporate clients and MICE events.

Using ATPCo to file fares timeously and accurately.

Maintaining and updating corporate fare filings as requested by Sales, Pricing Specialists and according to market trends.

Assisting Outstations/airport offices with fare rules by searching for historical fare rules in ATPCo.

Analysing Pricing Reports to determine if promotional fares, CUG’s and tactical specials were effectively sold.

Liaising with IT to ensuring that fare filings are quoting correctly on the website by excluding certain special rules/ fare basis from the FROP tape and testing fares after being filed in ATPCo.

Assisting with telephonic and email queries relating to Private fare filings- quoting errors, rules, fares and conditions for travel.

Interacting with Senior Pricing Analysts, Sales, Key Account Managers, Revenue Enhancement, Reservations and other governmental agencies as required.

Interacting and problem solving with the different CRS/GDS Systems to resolve discrepancies in fares.

April 2008-October 2009

Corporate Security

Fraud detection agent

Action all cases in the fraud detection system- Cybersource on a daily bases to prevent losses, penalties, fines and claims against SAA.

Contacting customers to confirm fraud or genuine transactions on the Fraud detection system.

Liaising with other departments within SAA and financial institutions regarding the blocking of transactions.

Registering fraud cases on confirmed fraud cards to update database of Cybersource before passing on to Supervisor and Fraud investigator and taking ownership of queries until resolved.

Confirming activity on card, if no fraud or questionable activity, reinstate reservations and changing status to normal.

Assisting the supervisor on chargeback’s on fraudulent transactions.

Updating the fraud detection system at all times with information gathered, requests or action taken to meet deadlines within specified time frames.

Identifying fraud trends and informing superiors and investigation team.

April 2001- March 2008

SAA Direct sales Ticketing-E-commerce & Reservations support.

Ticketing agent, Assistant Team Leader

As a Ticketing Agent:

Issuing of both electronic and TAT tickets off a queuing system.

Balancing CSR for Accounts

Issuing PTA’s for non-eligible e-ticket routes.

Processing refunds for telesales.

Using purge bookings to retrieve PNR's for refunds and queries.

Checking fare rules for cancellation or administration fees before refunding or upgrading tickets.

Fare constructions for international upgrades/Round the World routes/ Star Alliance Passes

Using SAP to see if tickets were utilized or double debited.

Calling banks for security checks to prevent credit card fraud.

Answering general ticketing queries by passengers and reservations agents.

Upgrading of e-tickets, working out and advising fare differences.

Assisting Travel trade/SAA outstations with electronic ticketing, via E-tkt help desk.

Assisting with Flysaa.com internet offline bookings, sending email and sms for unsuccessful bookings.

Fixing errors that occur on internet bookings, cancelled reservations due to ticket time limits, incorrect upgrades, link with banks off.

As acting team leader:

Monthly statistics from DSR reports of credit card sales figures.

Analysing fraudulent transactions to find patterns- hot routes, email addresses, card holders and credit card bin numbers.

Following up on Charge backs from bank.

Fraud prevention by drawing up and updating a data base with suspicious credit cards and passenger names.

In-house training of new staff and assisting with complicated routes- round the world fares.

Solving ticketing problems, web errors and advising IT about error messages encountered.

Dealing with different departments within SAA to solve customer queries, from customer care to accounts in finance, refunds department, reservations, route controllers to reinstate bookings, e-commerce and IT departments.

Supervising and monitoring staff. Timesheets and drawing up shift roster for staff.

July 1999 – March 2001

SAA Reservations Call Centre

Customer Service Agent, Assistant Team Leader

As a customer service agent:

Telesales-for direct sales, Creating Air travel reservations, booking of UMNR, PAU, Stretcher Cases, Special Meals,

Amending flight reservations for Passengers and advising applicable change/upgrade fees. Quoting domestic and international fares.

Assisted travel agents with their bookings i.e. fares, UMNR, special meal requests and waitlisted flights.

As Assistant Team leader:

Trained agents to improve on their customer skills by listening in on their calls, monitored the call centre’s service levels, quality assurance.

Prepared call centre agent’s monthly timesheets and assisted with complicated calls/queries.

Liaising with route controllers to confirm waitlisted flights.

March 1995 – June 1999

Employer: Auditax Business Services

Administration Clerk

General Accounting-Cash book, Petty cash, Deposits, Invoicing, Monthly Returns (VAT, SITE, RSC etc).

Calculating and submitting monthly returns for approximately 30 clients, dealing with wages payroll for same clients.

Basic admin, filing, faxing, kept appointment book, typing business letters and financial statements.

Assisted with telephonic queries from clients, Receiver of Revenue, Regional Councils, and follow-up calls with clients. Telemarketing

Courses done at SAA.

Qik Res

Passenger Handling

Dynamic Selling Programe (DSP)

Qik Res Conversion

AxsRes for Ticketing

Building Human Relations

Customer Relations for Reservations

Telephone Skills

Passenger Inquiry Center Training

Customer Touch Points

Voyager and Voyager Systems

Customer Service Plan

On-Job Coaching Skills

Basic Fares

Intermediate fares & Ticketing

Amadeus Conversion course

SAP –Overview and Navigation

SAP- General Ledger

Verbal Communication

MS Excel 2010

Star Alliance- Revenue Management Education Program 2014

IATA- Passenger Proration- Fundamentals

IATA- Passenger fares and Ticketing- Basic

IATA- Revenue Management Introduction

IATA- Dynamic Pricing and Revenue Management

References:

Fernanda Marques

Snr. Manager Revenue Management

Cell :071-***-****

Martin van Niekerk

Snr. Manager Pricing

Cell: 083-***-****

Landi Niemandt

Manager Chargeback’s-Fraud

Cell:083-***-****

Education

Tertiary Education

University of South Africa (UNISA)

Bachelor of Commerce –Marketing Management – Graduated 2011

College:

Academy of Learning

Computerized Accounting

(Brilliant Package)

High School

1991Grade 12- Boksburg High School

English HG

Afrikaans HG

Mathematics SG

Geography HG

Biology HG

Accounting HG

Interests

I enjoy learning and empowering myself by reading and learning from different people about their cultures, values, traditions & ideas.

I enjoy travelling, spending time with friends and family.

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