Boneca Pereira

Experience

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  Qatar Airways

  Nov 2004 - Jun 2005

  Executive Secretary (Intra Company during internship - Temporary) Apr05-Jun05 Description: Enhance effectiveness by providing information and management support. Roles and Responsibilities: Supporting Area Manager & Finance Manager in day-today functions while promoting high standards of corporate values through correspondence, telephone, and personal contact. Performing advanced, diversified, and confidential administrative and secretarial support, Maintain department’s schedule by organizing calendar’s for department personnel; arranging meetings, conferences, teleconferences, rebate letters and winners tickets.  Keep track of office supplies inventory by checking stock to determine inventory level, anticipating needed supplies, placing and expediting orders for supplies & verifying receipt of supplies.  Compile and analyze information from multiple sources; prepare a variety of complex reports, manuals, or agendas.  Composing routine and non-routine correspondence, memoranda, reports, etc, Contribute to team effort by accomplishing related results as needed.  Preparing daily reports & taking down minutes of the meeting Coordinate with marketing department for monthly QR magazines. Show less Telesales Trainee Nov2004-Apr2005Description: On Job Training as Tele Sales in call center. Roles and Responsibilities:  Receive calls from customers, agents regarding the services and products of Qatar Airways. Assist clients establish itineraries or answer general questions in regards to travel.  Complete flight booking forms. Obtain and examines all relevant information in order to assess validity of complaints and to determine possible causes, such as extreme weather conditions etc. Refers unresolved clients grievances to designated departments for further investigation. Handle tel-customers in order to provide information about products and services, to cancel reservations/accounts, or to obtain details of complaints. Show less

  • Executive Secretary Intra Company during internship, Temporary replacement

    Apr 2005 - Jun 2005

  • TeleSales Trainee

    Nov 2004 - Apr 2005
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  Al Masaood Travel & Services

  Dec 2005 - Jun 2007

  Corporate Travel Consultant

  Corporate Travel Consultant Dec2005-Jun2007 Description: Support Companies map out travel arraignments for their employees.Roles and Responsibilities: Handled corporate companies like Giat, Cofras, ECSSR, TOTAL & Sorborne University.  Ensure that all business trips of employees are planned out, and all bookings are made much in advance. Advice clients on interesting vacation destinations and attractions also handle airline hotel and car rental bookings and explain local customs and conditions to the clients. To remain informed of all airline rules and regulations at all times. Worked on Global distribution systems like Amadeus & Saber.  Trouble shooting of online booking tools. Booking of train bookings whenever necessary. Show less

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  Etihad Airways

  Jun 2007 - Dec 2007

  TeleSales and Operations Agent

  Tele Sales and Operations Agent for Etihad Holidays June2007– Dec 2007 Description: Selling of Holiday Packages Inbound and Outbound exclusively only through Call Center.Roles and Responsibilities: Receiving Calls and generating to sales. Providing daily reports to the Operations Manager on sales performance. Internal & external coordination with tour operators and suppliers. Ensure optimum customer service through effective use of phone systems and positive telephone service techniques. Achieve individual and contractual service level goals through telephone by quality and productivity. Show less

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  Etihad Airways

  Jul 2011 - Dec 2017

  Roles and Responsibilities:• Act as the focal point and interface for Customer Services for VIP, Premium, Coral & Diplomatic customers. Consular transfers and other special requests acting as a liaison between customers and internal stakeholders (airport, outstations, reservations support, and travel shop, customer experience) to facilitate their journey.• Own and manage special service requests through to their conclusion, following up for feedback where required. Use strong proactive, organizational, negotiation and influencing skills along with strong commercial acumen to be effective in this role ensuring customer satisfaction at all times. Identify the cost and resourcing impact to provide special services and/or resolve customer problems through service recovery. Deal with complex face to face, telephone and written enquiries as required.• Develop, maintain and enhance relationships, identify opportunities to delight and mitigate potential issues with both Customers and Stakeholders. Ensure CRM and other systems are used effectively and recommend enhancements when required. Demonstrate excellent Etihad product knowledge and route network.• Represent Customer Services for any Special Assistance Team. Participate and contribute where required, in Disruption and Emergency Preparedness processes, procedures and activities• Ability to communicate and help new joiners to achieve their objectives and understand the functionality. Show less Description: To commercially evaluate groups’ space on EY flights from EY online sales offices, EY selected service providers, equity and interline partners. The main objective of the position is the maximization of network revenue through selective acceptance/rejection of group requests in line with inventory strategies based on RM system forecasts and passenger demand estimates. Roles and Responsibilities: • Worked as support staff in Revenue Management for 4 weeks. • Maximize network revenue by ensuring group space is confirmed only if the fare level is high enough so as not to displace revenue that would have been achieved anyway through individual sales.• Ensure agreed turnaround times are met in order to assist speed to market and not to put potential sales in danger.• Monitoring time limits and following up with EY sales teams to ensure deposits are being collected and ticketing is taking place on time. Maximize utilization of group seats by ensuring group terms & conditions are being applied by EY sales. • Development of systems and policies & procedures: Continual initiative to improve the quality of the systems used in the evaluation of group requests and the policies & procedures applied for groups.• Responsible for a regular liaison with EY revenue protection Manager and team to ensure smooth and errorless auditing is taking place; this is to be done to ensure the revenue recovery for any policy violation related to groups business. Show less

  • Senior Travel Specialist

    Feb 2008 - Dec 2017

  • Groups Analyst

    Jul 2011 - Jul 2011
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  SaudiGulf Airlines - خطوط الطيران السعودية الخليجية

  Apr 2018 - Apr 2019

  Operations Supervisor
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  Emirates Holidays

  May 2019 - Oct 2021

  • Consultant

    May 2019 - Oct 2021

  • Consultant

    May 2019 - Oct 2021
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  FirstPort (UK)

  Oct 2021 - now

  Development Manager