Satha Nanthan Letchumanan

Experience

International Air Transport Association (IATA), Singapore

Jun 2013 – Dec 2020

Singapore

Customer Services Specialist

Description • Responsible for front-line customer service, case management, and stakeholder support to IATA's business partners in the day-to-day operations of the BSP (Billing & Settlement Plan) and CASS (Cargo Account Settlement Systems) within the scope of IATA's directives and procedures Responsibilities • Be part of a Customer centric and culturally diverse team based in Singapore regional office in providing optimal customer experience for all customers and stakeholders • Assisting customers via multiple CRM tools (Sales force, web portal, chat, IVR phone systems) for multinational customers and ensure Customer Experience and Engagement metrics are met • Effectively understand the varying and complex needs of the various IATA’s customers as they range from global airlines to standalone local travel agents • Proactively communicate with Airlines, Travel Agents, Cargo Agents and IATA business partners to quickly resolve queries and/or issues; as well as support IATA's business partners involved in the day to day operations of distribution services • Provides timely and effective solutions to customers in accordance with Service Level Agreements and Standard Operating Procedures • Responsible for the customer satisfaction and conflict resolution with customers. This includes recover issues which customers ranked lowest scores and manage complaint issues • Responsible to participate and conduct trainings in IA T A road shows and online paid trainings on IA T A products and services for the countries assigned by management • Support and Contribute projects or tasks as required by the Customer Service Management (Customer Portal implementation, IATA annual fees exercises, IBSP implementation, Artificial Intelligence- AI templates) • Upselling, marketing, and promoting of the existing product, service portfolio and BSP/CASS training's to IATA agents and airlines • Responsible to train and guide new colleagues on processes with Customer Service operations.

TripAdvisor INC

Sep 2012 – Jan 2013

Singapore

Account Coordinator

Responsibilities • Managing APAC inbound sales prospect and customer support inquiries for hoteliers, attraction owners, tourism organizations etc • Qualify sales opportunities, generate leads and assign it to respective territory acquisition team, account retention team or APAC country managers • Build customers interest and penetrating target hoteliers with the goal of promoting, Up sell/cross-sell Business Listing subscription • Be a complete team player with Business Listing's sales managers, marketing managers and APAC country managers • Develop and submit daily, weekly and monthly project progress report and recording statistics into online web-based CRM SalesForce.com and Microsoft Excel • Perform data entry and maintain records of all customer interactions and hotel details for the company in regard to punching in customer information, inbound call logs and successful sales

SolarWinds Software

Jan 2011 – Aug 2012

Singapore

Tele-Qualification Sales Representative

Responsibilities • Business Opportunity Creation ~ Identifying, qualifying and creating business opportunities for the APAC region by making 80-100calls/day ~ Qualified new business opportunities from leads received via end user webinars, marketing events and email campaigns ~ Respond to customer inquiries via phone and e-mail and qualify customer needs into opportunities • Opportunity Management ~ Work closely with ISR team and Pre-sales Engineers in setting up online demonstrations for potential customers ~ Collaborate with sales team (direct and channel sales managers) to ensure smooth transition of newly identified opportunities ~Consistently portray a professional image in all communications to potential customers • Reporting and analytics ~ Proactively enter and track all leads, pipeline records and contacts through Web-based CRM Tools (Sales force & Net suite) ~Detailed report on leads and results from specific campaigns such as webinars, events or email blasts ~Submit weekly summary report to the Marketing Director

WorldEx Asia Pte Ltd

Jul 2009 – Sep 2010

Singapore

Telemarketing Executive

Responsibilities • Developing & acquiring new customers from given or generated sales leads • Achieve key sales appointments targets on a weekly basis through telemarketing And maintain personal call rates • Able to adapt plans to meet changing business needs and positively support new initiatives • Work effectively as part of a team to achieve individual, team and departmental objectives, Sharing knowledge and skills as appropriate

Northwest Airlines INC

Mar 2007 – Mar 2009

Singapore

Call Center Reservation Support Representative

Responsibilities • Process NWA's global reservations support activities • Pricing and Repricing all kinds of itineraries • Make International calls to verify credit card holder information with the issuing banks, purchasers and passengers before issue the e-ticket • Processing schedule changes and accommodating special needs for passengers

Education

Drone Academy Asia, Malaysia

Mar 2021 – Apr 2021

Certificate, Professional Drone Operator, Drone Piloting

International Air Transport Association (IATA), Singapore

Oct 2019 – Nov 2019

Certificate, Quality Management (QMS) For Airlines, Aviation

International Air Transport Association (IATA), Singapore

Jun 2018 – Jul 2018

Certificate, Aviation Internal Auditor, Aviation

International Air Transport Association (IATA), Singapore

Dec 2013 – Mar 2017

Aviation Studies Diploma, Aviation

Singapore Polytechnic, Singapore

Jun 2006 – Aug 2007

Specialist Diploma in Web Development, Information Technology

University Of Malaya, Kuala Lumpur, Malaysia

Jun 1999 – Aug 2003

Bachelor of Jurisprudence (External), Law

Satha Nanthan Letchumanan

Skills

Languages