Susan Pothen

Experience

• 

  Flying Star

  Jan 2003 - Nov 2003

  Reservations and Ticketing Agent

  • Managed front office responsibilities along with providing excellent customer service

• 

  Emirates

  Mar 2006 - Apr 2008

  Ticketing and Customer Service Agent

  • Contributed to revenue generation by providing quality, fast, efficient and friendly service • Supported Sales Team to create and maintain customer data bases• Developed and compiled reports to enhance efficiency• Supported management to achieve Service Quality Level targets

• 

  Emirates

  Apr 2011 - Sept 2011

  Administrative Assistant

  • Supported end-to-end operations from pre-flight to post-flight• Implemented controls in place ensure efficiency in processes• Conducted integrity checks

• 

  Emirates

  Apr 2015 - Sept 2020

  • Led evaluation of group bookings across different streams• Ensured efficient operations and maximum utilization of space and revenue• Led strategic communications • Supported operational efficiency in flight bookings - handled group traffic, followed-up at customer and organizational levels, established control mechanisms• Ensured maximum utilization of space and revenue• Led communication initiatives for the team• Led evaluation of group bookings and requests • Supported Revenue Accounts Officer and resolved technical errors• Identified areas of revenue leakage and implemented protective controls• Reviewed and resolved cases of disputes

  • Revenue Optimization Coordinator

    Dec 2019 - Sept 2020

  • Senior Optimization Assistant

    Jun 2016 - Dec 2019

  • Senior Accounts Assistant

    Apr 2015 - Jun 2016