Amicable Ugonna Omage

Experience

• 

  Tunnel End Investment Co. Ltd

  Jan 2010 - Jan 2011

  Executive Personal Assistant

  Assist the MD in Scheduling,reviewing, prioritizing and responding to emails, answering and returning phone calls, organizing documents,maintaining records, taking notes at meetings and other administrative tasks.

• 

  Globacom

  Jan 2011 - Mar 2012

  Call Center Executive
• 

  Aero Contractors of Nigeria Ltd

  Mar 2012 - now

  • To manage and control inventory in a way that increases company profitability given the flight schedule and fare structure available.• To manage the over booking and class mix optimization for the airline. • Strategic control of inventory to sell it to the right customer at the right time for the right price• Route optimization working in tandem with Route planning and Flight Operations teams to ensure minimum disruptions during irregular operations • Recommendations when handling disruptions • To assist with strategic planning of Revenue Management functions and process flow designed to enable analysts to take crucial and remedial actions • Updating CRS Inventory in line with new and existing schedules and promotional offers, ensuring that the system data matches with published schedule.• Monitor the daily progress of route performance and compare with expectation (drop yields when selling slow, raise yield when selling too fast).• Ensure load factors are increased• Extract the maximum yield for every seat sold• Responsible for meeting revenue expectations on assigned route.• Identify revenue opportunities (holidays, events) and price accordingly• Understand the weekly route behaviour and modify inventory availability to optimize load factor.• Liaise with operations/scheduling planning group to bargain for improved flight timing and capacity utilization.• Manage seat capacity available on the route (route capacity may vary with aircraft type planned. Usually, planned capacity will differ from achieved)• Collate and send daily revenue reports to the manager. Show less • Resolve ticket complaints promptly and effectively, addressing customer concerns and ensuring their satisfaction with the resolution. Confirm and modify flight reservations as per customer requests, maintaining accurate and up-to-date passenger records and information.• Provide coaching/guidance to team members to ensure consistent delivery of exceptional service and adherence to established procedures. Offer accurate and up-to-date information on flight dates, schedules, and procedures to customers, assisting them in making informed travel decisions.• Handle challenging customer sales and service situations with professionalism, aiming to find suitable solutions and maintain customer satisfaction. Actively maximize ticket sales for the company by proactively promoting available services and offering personalized recommendations to customers.• Respond promptly to customer inquiries, providing detailed and accurate information to assist them in their travel planning. Provide fare quotes to customers, highlighting the value and benefits of the offered services, and effectively closing sales to generate revenue for the company.• Maintain the highest standards of accuracy and efficiency. Exceed customer expectations by delivering excellent customer service in line with client airline standards. • Assign duties, responsibilities, and create staff rosters to maintain efficient service levels during operational hours, ensuring that all team.• Supervise all reservations and ticketing team activities in both the back office and front desk to ensure seamless customer interactions and maximize sales potential. Ensure strict implementation and adherence to airline-client reservations and ticketing policies and procedures.• Collate all daily sales report and forward to finance. Show less • Attend to passengers with enquiries, complaints and request. • Reschedule passenger’s ticket to their requested date. • Place outbound calls and roll out messages informing passengers of any cancellation or change in flight time. • Assist customers with any technical issues experienced with website and escalate any issues to system administrators. • Reserve tickets on hold for passenger and advice them on payment process. • Attend to mails and resolve ticket issues. • Complete call logs and reports Show less

  • Revenue Optimization and Central Reservation Analyst

    Dec 2022 - now

  • Reservations & Ticketing Team Lead

    May 2017 - now

  • System Administrator

    Feb 2015 - May 2017

  • Customer Service Executive

    Mar 2012 - Feb 2015