Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

MARIA SINGH

Summary

Highly motivated personnel with desire to take on new challenges. With 15+ years of experience in airlines industry with Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Accomplished Business Development Manager with solid record directing sales and marketing activities. Persuasive negotiator with diplomatic communication style and relationship-building expertise. Collaborative professional committed to providing clients with reasonable, business-smart solutions to common issues.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Business Development Manager

Fiji Airways
05.2019 - 03.2024
  • Involved in the developing and the directing of new business on to Fiji Airways and to build on existing relationships with Fiji customer base, including but not limited to corporate clients, Government agencies, Tourism & Travel agents and industry, to optimize sales and increase overall market share
  • Developed and implemented strategies to increase sales and market share
  • Identified potential clients, built relationships, and negotiated contracts
  • Created presentations to attract new business opportunities
  • Maintained a database of existing customers and prospective leads
  • Conducted research on industry trends, competitor activities, and customer needs
  • Drafted proposals for prospects in response to their requests for information
  • Attended tradeshows and conferences to network with potential clients
  • Organized meetings between senior management and prospective customers
  • Collaborated with marketing team members to design promotional materials
  • Analyzed customer feedback to identify areas for improvement in products and services offered
  • Researched target markets to understand the needs of current and potential customers
  • Provided training for sales staff on effective communication techniques when dealing with clients
  • Monitored competitors' activities, prices, products, services, to stay ahead of the competition
  • Prepared reports on sales performance metrics such as revenue growth rate, conversion rates and lead-to-customer ratios
  • Participated in weekly meetings with executive leadership team members to discuss progress toward goals and provide market feedback
  • Maintained open and ongoing communication with clients to meet needs and expectations
  • Established new customer accounts using negotiation and sales closing abilities
  • Determined business development opportunities and implemented effective strategy for client acquisition
  • Supported sales team members to drive growth and development
  • Cultivated strong professional relationships with suppliers and key clients to drive long-term business development
  • Coached, developed and motivated the team to achieve revenue goals
  • Determined pricing schedules and discount rates
  • Gained market share in new sales performance through aggressive team training
  • Ticketing on ad hoc basis
  • Managed a special project during Covid outbreak

Pricing Analyst

Fiji Airways
02.2016 - 04.2019
  • Execute strategic and competitive pricing policies to stimulate demand, maximize revenue opportunities, protect yield, maintain or increase market share, execute pricing decisions for ancillary services, business class upgrades, perform comprehensive evaluation and analysis of all online and offline fare proposals received from various sales regions, local sales offices and general sales agents
  • Evaluation of Published Fare Initiatives
  • Conduct yearly review of Fiji Airways Group structure fares
  • Analyze proposals from regions in terms of traffic stimulation, yield dilution, market share, competitiveness
  • Collaborated with sales team to develop pricing strategies for new products
  • Created pricing models to evaluate potential customer segments
  • Managed the implementation of new pricing policies across all channels
  • Assisted in preparing presentations regarding proposed price changes or strategies
  • Consult with Revenue Management Team on booking class allocation and periods of travel
  • File all approved fares accurately using the ATPCO fare filing platform in a timely manner
  • Structure fares to be reviewed and re-alignment based on market activity
  • Review current fares against competitors, monitor past performance, revenue mix reports and propose fare increases using the pricing strategies with possible fare re-alignment
  • Communication of Published Fares to Relevant Stakeholders
  • Analyze performance of all published fare initiatives and provide reports to regions
  • Update FJ fare families using the Amadeus E-retail tool
  • Ensure that all relevant parties on the network are made aware of new specials and any change in published fares and rules
  • Distribute scanned copies of tariffs electronically
  • Conduct regular fare audits to ensure that all published fares are filed correctly and auto pricing
  • Ensure all pricing queries received are implemented in a timely manner
  • Check that fare families are loaded correctly using the Amadeus e-retail platform for website fare displays and facilitating ticketing
  • Communicate approved published fares and tariffs to Finance, Revenue Management, Reservations, Marketing and E-commerce
  • Monitor of Competitor Activity
  • Conduct regular reviews of competitor activity across the network
  • Researched competitors' prices, services, and promotions regularly
  • Drafted proposals outlining suggested changes in price structure or discounts to ensure that Fiji Airways Group remains competitive
  • Collate data from various electronic data sources and input from local offices to maintain a continuous watch on competitor pricing and implement pricing changes to remain competitive
  • Monitored market conditions, industry trends, and customer feedback to determine pricing levels
  • Identified and analyzed pricing trends to inform strategic decisions
  • Developed and maintained databases of competitor prices
  • Analyzed customer requirements to ensure competitive and profitable pricing structures
  • Provided recommendations for price adjustments based on data analysis findings
  • Implement and monitor adjustment as Required (e.g
  • YQ & Taxes)
  • File taxes and surcharges accurately in the CRS and take corrective action if required
  • Maintain the communication of all tax updates to all relevant parties
  • Manage ZED Agreements
  • Ensure ZED Agreements are signed off and uploaded with OAL in MYIDT
  • Filing of ZED fares in MYIDT platform
  • Negotiate and finalize ZED agreements and communicate with HR via FJ Vuvale
  • Manage and Regulate Fee and Charges Table, Airport Upgrades and Ancillary Services

Customer Relations Coordinator

Fiji Airways
11.2014 - 02.2016
  • Oversee the department's operations to ensure exceptional customer service and workflow
  • Maintained customer relationships by responding to inquiries, resolving complaints and providing information
  • Monitored customer feedback data and identified trends to improve service levels
  • Developed strategies for increasing customer satisfaction and loyalty
  • Conducted research on competitors' services and products to provide customers with the best possible solutions
  • Managed a team of five Customer Relations Representatives responsible for delivering excellent service
  • Ensured adherence to industry standards when dealing with customers
  • Liaised between internal departments and customers to resolve any issues quickly
  • Implemented procedures for tracking client feedback across multiple channels
  • Supervised customer relations team and verified members adhered to company policy and customer service standards
  • Developed and implemented customer loyalty programs to increase satisfaction
  • Addressed and resolved all escalated issues and maintained service loyalty
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service
  • Uphold quality control policies and procedures to increase customer satisfaction
  • Ensure that all baggage claims are processed within the required timeframe
  • Coordinated Interline Mishandled baggage billing
  • Conduct detailed investigations and provide appropriate responses to address guest concerns raised and to determine/provide compensation, refunds and to build guest advocacy
  • Support Manager Guest Relations with analyzing data and providing quality management reports to senior management
  • Ensuring compliance under DOT and any other airline regulatory requirements

Production Control Manager

Xerox (Fiji) Ltd
01.2012 - 10.2014
  • Company Overview: (Qantas Interline Department)
  • Received assignments in the form of objectives with goals and the process by which to meet goals
  • Provided directions to employees according to established policies and management guidance
  • Recommended changes to unit or sub-unit policies
  • Worked on issues where analysis of situation or data requires review of relevant factors
  • Exercises judgment within defined procedures and policies to determine appropriate action
  • Frequently interacts with functional peer groups
  • Interaction normally requires the ability to gain cooperation with others
  • Project Management
  • Develop Operating standards and make job control Language and all on-line schedules for production
  • Ensures maintenance and updates of job control language and all online schedules for assigned shifts, locations, etc
  • Review/ analyze logs, forecast for ways to improve weak job streams
  • Work with system staff to coordinate non-standard activities (e.g
  • Database maintenance, hardware maintenance)
  • Monitor backlogs
  • Resolving staff issues and counseling staff
  • Participate in the administration and troubleshooting of financial tracking/ utilization billing
  • Initiate requests for resources and maintain contact with suppliers, vendors and subcontractors
  • Represent production control during disaster recovery exercises
  • Provide technical assistance to system users in resolving computing production control operational problems
  • KPMG and PWC Audits - participating in the SAS70, SASE16 and XISO audits
  • Providing documentation required for the audits
  • Audits happen on a yearly basis
  • Internal audits - quarterly audits within ACS Xerox, ensuring documentations are up to date with accurate information, process documentation as per the requirements
  • Conducting and coordinating on job trainings
  • Plan, organize, direct, and control transaction processing operations
  • Analyzes workflow and assignments to ensure operations run efficiently
  • Provides directions to staff members in resolving problems which arise with internal or external customers
  • Meets with customers to determine needs, solicit feedback on service levels and implement solutions to address issues
  • (Qantas Interline Department)

Supervisor - Proration Analyst/Accounts Receivable/Payable and Outward Billing

Affiliated Computer Services (Fiji) Ltd
01.2010 - 12.2011
  • Company Overview: (Qantas Dept.)
  • Followed established practices and procedures in analyzing situations or data from which answers can be readily obtained
  • Monitored daily operations of Interline teams
  • Interacted daily with subordinates this involves exchange or presentation of information and organization of workflow
  • Developed audit protocols to evaluate the effectiveness of internal controls in the sales process
  • Analyzed customer transaction data to identify trends, areas for improvement and discrepancies
  • Conducted periodic reviews of sales staff performance, identifying opportunities for improvement and providing feedback
  • Investigated client complaints related to sales issues, resolving conflicts where possible
  • Provided guidance on proper procedures and documentation standards for all staff members
  • Collaborated with the management team to develop corrective action plans, when necessary, in response to audit results
  • Trained new personnel in transaction processing with best practices, and company policies
  • Cross-trained employees, enabling completion of priority tasks during personnel absences
  • Monitor and ensure the SLA is met
  • (Qantas Dept.)

Proration Analyst/ Data Entry / Auditor

Affiliated Computer Services (Fiji) Ltd
03.2007 - 01.2010
  • Company Overview: (Qantas/ Air New Zealand Dept.)
  • Apply comprehensive and in-depth working knowledge of production
  • Control and computing/ operating systems concepts, policies, practices, processes and Procedures to the most complex range of assignment through subordinates
  • Work independently, with general guidance from senior management
  • Online Proration of Qantas tickets for billing other airlines
  • Pricing of MCO's and Flight Interruption Manifest
  • Pricing of STA airlines
  • Reading Special Prorate Agreements (SPA's) & Contracts and applying the basic knowledge in day-to-day pricing
  • Handling of ATPCO and Qantas Amadeus Reservation System
  • Pricing First and Final airlines and Frequent Flyers
  • Keying Manual Sales Returns and balancing any discrepancies
  • Auditing Sales Returns
  • Manual Sales/ Material Prepping
  • Manual Sales / Material Sales Prep Audit
  • Issuing Bank Settlement Plans (BSP Link) online
  • Issuing Debit and Credit memos and updating the PRA System (Citrix)
  • Data entry of IAR coupons
  • (Qantas/ Air New Zealand Dept.)

Education

Passenger Fares and Ticketing -

International Air Transport Association
10.2023

Fare Manager 100 -

Airline Tariff Publishing Company
01.2018

Bachelor of Commerce - Majoring (Management and Accounting)

Fiji National University
01.2018

Diploma in Business Accounting -

Fiji Institute of Technology (Fiji National University)
04.2012

Air Fares & ticketing Stages I & II - Advance Airfare Rules & Procedures / Construct Normal International Airfares

Archer (Qantas) College (Online course)
01.2008

Skills

  • Sales and Marketing
  • Presentations
  • Decision-Making
  • Customer Service
  • Relationship Building
  • Business Development
  • Strategic Partnerships
  • Project Management
  • Stakeholder Communication
  • Salesforce Management
  • Lead Generation
  • Campaign Development & Management
  • Training and Development
  • Fare Filing (ATPCO)
  • Amadeus GDS
  • Computer Literacy
  • Fares and Ticketing
  • New Business Development
  • Team Leadership
  • Team Collaboration
  • Mentoring and Coaching
  • Strategic Planning
  • Market and competitive analysis
  • Process Improvement
  • Cross-Functional Collaboration
  • Verbal and written communication
  • Proficient in Amadeus
  • Competitive Analysis
  • Competitor Monitoring
  • Problem Solving
  • Analytical Skills
  • Pricing Analysis
  • Data Entry
  • Negotiations
  • CRM management
  • Market trend analysis

Accomplishments

  • Commemorative Certificate -2021
  • Bronze Star Award - Fiji Airways 2018
  • UP Your Service Workshop 2017
  • RM Simulation - Fiji Airways 2016
  • CRO Initial - USDOT Requirement Training 2015
  • AQD Awareness Training 2015
  • Certificate of Appreciation for the year 2013
  • Employee of the Month award for July 2013
  • Excellence Award (Employee of the Year - admin) 2012
  • Fire Wardens Training Certificate 2012
  • Employee of the month of April 2012
  • Diploma in Business Accounting 2012
  • Employee of the month award for October 2011
  • Employee of the month award for May 2011
  • Employee of the month award for August 2010
  • Employee of the month award for May 2010
  • Certificate of Stepping up to managements (Skills soft course) 2010
  • Certificate of Managing Time - Planning time effectively 2010
  • Excellence Award (Employee of year) 2009
  • Certificate of Attendance 2009
  • Certificate of Appreciation 2009
  • Accredited Occupational Health and Safety Certificate (Module I and II) 2009
  • Employee of the month award for August 2009
  • Employee of the month award for February 2009
  • Employee of the month award for May 2008
  • Employee of the month award for November 2007
  • Employee of the month award for May 2007
  • Employee of the month award for August 2006
  • Employee of the month award for May 2006

Certification

Class 1 NZ drivers Licence


Timeline

Business Development Manager

Fiji Airways
05.2019 - 03.2024

Pricing Analyst

Fiji Airways
02.2016 - 04.2019

Customer Relations Coordinator

Fiji Airways
11.2014 - 02.2016

Production Control Manager

Xerox (Fiji) Ltd
01.2012 - 10.2014

Supervisor - Proration Analyst/Accounts Receivable/Payable and Outward Billing

Affiliated Computer Services (Fiji) Ltd
01.2010 - 12.2011

Proration Analyst/ Data Entry / Auditor

Affiliated Computer Services (Fiji) Ltd
03.2007 - 01.2010

Fare Manager 100 -

Airline Tariff Publishing Company

Bachelor of Commerce - Majoring (Management and Accounting)

Fiji National University

Diploma in Business Accounting -

Fiji Institute of Technology (Fiji National University)

Air Fares & ticketing Stages I & II - Advance Airfare Rules & Procedures / Construct Normal International Airfares

Archer (Qantas) College (Online course)

Passenger Fares and Ticketing -

International Air Transport Association

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MARIA SINGH