Global Site Lead

ANNNA BETTINA AGUILAR

Tower * Unit *** AVIDA TOWERS CENTERA, EDSA COR. RELIANCE STREET, MANDALUYONG CITY Mobile: +639********* adhyiu@r.postjobfree.com

OPERATION MANAGEMENT

Positioned to deliver leadership excellence, proven resource maximization methodology, innovative operational efficiency, and cost reductions.

AREAS OF EXPERTISE

Business Process and Strategy

Development

Strategic/Tactical Business Planning and

Implementation

Growth Planning and Implementation

Cost Reduction

Performance Management

Negotiation

Human Resources

Decision Making

Communications

Mentoring and Motivation

Dynamic Leadership

Team Building

Accounts Receivables and Third-Party

Recovery Management

EXPERIENCE SITE LEAD, MIKI TRAVEL LTD now MIKI TRAVEL ONLINE. March 15, 2019 – Present

Managing global operations and reservations team and Miki's outsourcing team including Inventory and Accounts based at HIS Shared Service Center.

Assigning and supervising day to day work and ensuring operations standards are maintained.

Establishing, setting and maintaining CS standard and best practices.

Determine and implement necessary operational Tools and requirements.

Liaise effectively with Sales, Hotels, Purchasing and other departments toward an improved service delivery.

Recruitment, training and developing leadership team of supervisors.

Develop effective crisis management.

Plan, anticipate for outsourcing work transfers and future business growth.

Initiate and carry out process improvement

OPERATIONS MANAGER, DNATA Travel Inc., October 15, 2017 – March 14, 2019

Manage all direct operating costs by continually analyzing and challenging the cost base to ensure all resources are maximized and efficiency is improved on an ongoing basis.

Manage the overall budgets for the department, monitoring spends and policy compliance.

Responsible for the measurement and effectiveness of internal operational processes, ensuring the smooth functioning and profitability of the business unit, and defining the Services agreement.

Recommend and implement robust measures to ensure adherence to the defined YalaGo operating model and the KPI’s and SLA’s contained within.

Collaborate with the YalaGo Operations management team to develop and implement plans for the operational infrastructure of systems, processes, and personnel to deliver the growth objectives for the business.

Maintain effective working relationships with the dnata Travel internal departments and ensure through Service Level Agreements that all partner needs are effectively met. Meet regularly with key stakeholders across each division to maintain positive relationships. Work closely with internal and external partners ascertain changing requirements and fulfil their needs.

Ensures all operational processes are regularly reviewed for continuous improvement, efficiency and effectiveness, considering the impact on other areas of the business and on the customer journey.

Raise awareness and profile of the importance of the customer through customer feedback mechanisms, customer and operational BI, staff communications & group forums to ensure organizational policies, approach and customer contact become truly customer centric.

Chair regular review of customer comments and feedback, investigating and resolving any customer complaints or concerns generated from internal and external partners.

Constantly liaise with YalaGo purchasing teams to share feedback on current products to make sure they integrate with current operational procedures. Keep abreast of current thinking and ensure that new or enhanced technology developments to generate cost efficiencies or improve service are identified, justified and implemented.

Provide accurate management information and KPI reporting at the appropriate time-interval and level of detail to enable informed decision-making, through the use and implementation of Sales-Force. Use analytical capability to assess commercial viability of options, and make robust recommendations to the YalaGo Operations Director.

Works closely with the YalaGo Operations Director as part of continuous group process improvements and synergy review.

OPERATIONS MANAGER, Destinations of the World, December 1, 2015 – October 13, 2017

Lead, Coach, Develop and Mentor a team of Customer Service Supervisors in the execution of their role in compliance with the Operations Training Manual whilst maintaining a high quality of service delivery.

Allocate work to the Reservations and Sales consultants and ensure they carry out their duties in line with the SOPs and the customer service level of the company. Deal with the daily hotel and supplier queries and demands received by Operations.

Ensure that all MICE bookings are converted to closed sales in compliance with set service levels, business targets and standard operational procedures through Customer Service Supervisors.

At all times, involves in both an escalation points in defects and dispute resolution requirements and also in providing and completing reporting requirements for teams under direct supervision and collation of reports for the center summaries.

Sort Operations email folders and assign to CS Supervisors to tasks in line with the company SOPs.

Respond within SLA to all customer requests.

Identify and resolve system errors and limitations and where necessary, liaise with hotels and suppliers to resolve booking issues.

Liaise with Sales and Product teams to resolve customer issues in line with the company policy in order to retain and convert business.

Resolve urgent hotelier and agent issues escalated from the team as well as resolve rate issues that arise. OPERATIONS MANAGER, JAT Tour Services (Proprietor), March 2010 – November 2015

Provided operating performance oversight and leadership to develop new sources of groups, either for Leisure, Corporate and MICE business.

Recruited, screened, and hired people for the company

Designed and implemented new training and management mentoring program.

Assign sales territory, target groups and sales quotas. Coordinate sales activities with other work units or departments

Prepare and submit plans, budgets, progress reports and annual sales reports that showed 40% GOLY (Growth over last year) on the second year of operation.

Implemented successful goals and objectives, projects and priorities SENIOR IN HOUSE REPRSENTATIVE - GROUP DIVISION, Global Tour Management Phils. Dec 2006- Mar 2010

Trained for two years in Human Resources mastering trainings and Top-Quality Management concepts.

Develop new sources for MICE and convert into sales.

Make regular sales / service contacts by person, telephone or correspondence with all accounts.

Establish call frequencies for all accounts. To provide proper coverage of current accounts yet permitting time for the solicitation of new business, alongside with the management training.

EDUCATION RIZAL TECHNOLOGICAL UNIVERSITY

Bachelor of Science in Office Administration Major in Office Management April 2006

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