Alethea Fernandes

Key Responsibilities:

• Making accurate, rapid, cost calculations and provide customers with quotations based on phone and email inquiries for flights
• Getting a clear understanding of the customers flight requirements for flight costing and planning purposes
• Finalizing the flight itineraries, cost and close sales
• Coordinating with all the relevant departments to facilitate all the arrangements for the flight as per the customer’s needs such as catering, ground transportation, flight permits, waivers and approvals where applicable
• Working closely with Flight Operations and Crew Scheduling to plan customer’s flight and ensure that Royal Jet service standards are being adhered to at all levels of service delivery to the customer
• Gathering customer information and updating CRM database as required
• Maintaining and developing relationships with customers via telephone calls and emails
• Advising customers on new product developments and special promotions
• Maintaining a high degree of knowledge of all Royal Jet services and products at any given time, and speak knowledgeably on such products and services
• Resolving routine to moderately complex problems/inquires; and refer complex scenarios to sales managers
• Researching service complaints and billing discrepancies, and respond within 24-hour timeframe
• Initiating client resolution phone calls and letters to resolve crisis situations by offering creative solutions to satisfy clients
• Complete clients follow up calls weekly as determined by the responsible account manager, Record information and maintain required logs as instructed by management.
• Establishing and maintaining co-operative, effective, and productive working relationships using tact, patience, and courtesy
• Providing full support to all commercial divisions such Brokerage, Medevac and Aircraft Management.

• We work as a Team to make each an every flight a great experience for all our guest.

• Sending out quotations to potential clients
• Coordinating the whole flight from start to end with the client and operations team for agreements, routings, handling ground services, crew, landing/parking permits, catering, payments, fuel, etc
• In addition doing outdoor sales job as and when time permits
• Attending meeting with clients to negotiate flights
• Studying newer competitive companies in the market to enhance our existing database
• Also providing support to Colleagues in handling ticketing and sales and helping to build new accounts
• Training new employees and guiding them about customer relationships.

• Handling charter services marketing and sales and responsible in sending quotes to clients
• Coordinating the whole flight from start to end with client, crew, operations, etc
• Ensuring that all requests are met
• Training new employees and guiding them through the process.

• Doing outdoor sales and signing up new customers
• Addressing customer queries.

• Attending and answering queries from overseas clients (UK & Australia)
• Doing billing and collection of payments from customers
• After sale customer support
• Attended inter house meetings, training programs on public relations and customer services and responsible to train new joiners.

Worked as Support Administrator and in their Stores Section in 2005 for 3 months as leave replacement.

• Attending all the hotel requirements and Ordering and coordination with the suppliers for the items
• Supporting the store and assisting in inventory.