Susan Pothen

Susan Pothen

Reservations and Ticketing Agent

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location of Susan PothenUnited Arab Emirates

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  • Timeline

  • About me

    Operations Professional

  • Education

    • Dubai Aviation College

      2003 - 2003
      G.F.T Diploma in Galileo Fares & Ticketing
    • IATA Montreal

      2002 - 2002
      International Diploma in Travel & Tourism Ticketing & Fare construction
    • St Teresas's College Eranakulam

      2000 - 2002
      Post Graduation Sociology
  • 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
  • Licenses & Certifications