Basic Info

Lloyd Santos

14 years

Abu Dhabi, United Arab Emirates

Master's Degree

Manager

Work Experience

Operations Performance Manager at Etihad Airways

Experience Details

Operations Performance Manager

Operations/Management

Manager

Plan and prioritise business objectives to meet the business targets within the defined timelines vis-à-vis the needs of customers in both domestic and international markets.
Recruit, develop and manage team members’ performance.
Drive customer centricity as an integral part of the performance behavior in the workplace.
Define and implement procedures that support the highest level of customer service standards to encourage loyalty and promote customer satisfaction.
Ensure timely communication of any procedural changes to the team.
Monitor performance gaps, identify trends and manage performance in liaison with other sections within Contact Etihad (quality & communications, operations, etc.) and/or with other Etihad departments (HR, L&D, etc.)
Manage on-going relationships with country managers to better understand their business requirements, review and monitor Contact Etihad's performance, develop and implement solutions to meet the outstations’ needs efficiently.
Reduce overall cost through development of current and new revenue streams, better understanding of operational requirements matched to tactical and promotional initiatives.
Develop and implement on-going process improvement.
Lead market intelligence studies and ongoing research and development to identify market trends and ensure alignment with industry best practices.
Prepare and submit periodic performance reports to Manager Global Contact Center. Support ad hoc projects as required.


Company Details

Etihad Airways (multinational)

Abu Dhabi, United Arab Emirates

More than 1000 employees

Airlines/Aviation, Travel and Tourism

www.etihad.ae

Dec 2014 to present (2 years)
Facilitator (Emiratisation and Corporate Sales Development) at Etihad Airways

Experience Details

Facilitator (Emiratisation and Corporate Sales Development)

Education/Teaching, Training/Instructor

Experienced (Non-Manager)

Deliver learning interventions that includes classroom training, blended learning and on the job coaching in order to ensure best practices and enhancement of the employee brand.
Research and design training materials and development interventions that are aligned to Etihad specific requirements to develop strong relationships with business units to identify learning needs and thereby ensure interventions meet organizational goals.
Review and enhance existing learning interventions on a continuous basis and provide recommendations for enhancement.
To develop own and other’s skills and knowledge base as required, based on any new development within Etihad and in the industry in general to ensure competence and relevance of knowledge.
Conduct evaluations and assessments to assess the effective transfer of learning into the workplace to ensure increased organizational effectiveness.
Provide face-to-face and written feedback to participants and submit daily, weekly and monthly reports to senior facilitator and training manager when necessary
Identify development needs for participants during the training, feedback to line managers and provide individual on-job-coaching in the workplace to entrench learning.
Act as subject matter expert on any major project and maximize working relationships with the concerned project owners or line departments to provide an ideal learning solution to support the roll out to the network in order to keep abreast of best practices.
Develop training materials for the Global Sales Team, implement and manage communications strategy across the network.
Continuously audit effectiveness of implemented changes, process and procedures to ensure business value is realized.


Company Details

Etihad Airways (multinational)

Abu Dhabi, United Arab Emirates

N/A

Airlines/Aviation, Travel and Tourism

www.etihad.ae

Jul 2012 to Nov 2014 (2 years 4 months)
Training Officer (Emirates Global Contact Centre) at Emirates Airlines

Experience Details

Training Officer (Emirates Global Contact Centre)

Education/Teaching, Customer Service/Support, Tourism/Travel

Experienced (Non-Manager)

Delivered training to Contact Centre Customer Sales & Services staff in line with the agreed Contact Centre developmental plan and to ensure staffs perform to the identified skills at the end of each training session. Ensured all training interventions are appropriately recorded in the Group Training Database.
Delivered ad-hoc trainings to Emiratis Commercial Managers in line with the agreed developmental plan like IATA Fares and Ticketing, Smart Sell, system trainings and many others.
Designed, developed, and evaluated training programmes for both classroom and on the job, so that the training provided meets skills & competencies identified for staff to carry out their job functions effectively, thereby meeting development objectives.
Evaluated post course application of the training provided by monitoring/observing staff in their Contact Centre job role. All such observation to be discussed with the staff and feedback provided in the areas of development. All such post-course action outcome to be reported to the Contact Centre Management.
Conducted Training Needs Analyses for any specific problem area identified by Contact Centre departments and recommended appropriate (training or non-training) solutions to correct the identified problem. Where training is the solution, designed training programmes and monitored and evaluated impact of the recommended solution to ensure improvement to acceptable standards.
Undertook special projects assigned by Contact Centre Management to enhance customer service, improved productivity and reduced expenditure within the specialised training area. Such projects to be implemented in coordination with O&CT; in Dubai.
Produced appropriate pre-course learning material to better prepare staff members prior to attending the courses, thereby reducing training days and related costs. Ensured that all courses under their supervision are administered and maintained professionally according to standards set by the Emirates Aviation College —O&CT; in Dubai.


Company Details

Emirates Airlines (multinational)

Dubai, United Arab Emirates

More than 1000 employees

Airlines/Aviation, Travel and Tourism

www.emirates.com

Mar 2011 to Jun 2012 (1 year 3 months)
Business Connect Facilitator (volunteer) at Dnata Travel Services

Experience Details

Business Connect Facilitator (volunteer)

Tourism/Travel, Education/Teaching, Training/Instructor

Entry Level

Business Connect Facilitators Program is a pool of voluntary in-house trainers, selected and trained to deliver technical / non-technical training courses to their colleagues.

A Business Connect Facilitator would be required to:
 Conduct a minimum of 80 hours of training in a year.
 Conduct and oversee the final assessment.
 Co-ordinate examination results and certificates .
 Ensure maximum pass rate of attendees.
 Provide additional support to staff who are unsuccessful.


Company Details

Dnata Travel Services (multinational)

Dubai, United Arab Emirates

N/A

Airlines/Aviation, Travel and Tourism

www.dnata.com

Apr 2004 to Mar 2011 (6 years 11 months)
GSA Senior Airline Services Supervisor at Dnata Travel Services

Experience Details

GSA Senior Airline Services Supervisor

Customer Service/Support, Tourism/Travel, Sales/Retail

Experienced (Non-Manager)

Assisted in the development and implementation of a portfolio of Commercial projects to ensure delivery of continuous best practice within the GSA division.
Reviewed and recommended prioritization of projects when delivery is constrained by resources.
Ensured the implementation of all sales policies and procedures including the use of systems such as DFO and dedicated Airline Systems. These should include the accurate and complete update of all areas of client profiles in DFO.
Monitored and analysed sales performance of the office regularly against assigned targets and keep the team's efforts focused on productive activities so that targets are achieved using established sales promotion techniques.
Liaised with business units to identify and implement processes and systems involved in enhancing business process improvement


Company Details

Dnata Travel Services (multinational)

Dubai, United Arab Emirates

More than 1000 employees

Airlines/Aviation, Travel and Tourism

www.dnata.com

Jan 2009 to Feb 2011 (2 years 1 month)
Manager of Reservations and Ticketing Department at Singapore Airlines

Experience Details

Manager of Reservations and Ticketing Department

Creative/Design/Art, Tourism/Travel

Manager

 Ensure the implementation of all sales policies and procedures.
 Conduct Performance Matters (PM) Reviews for the Team, ensuring that Objectives and Development plans are clearly defined. Utilise PM as a tool for the development of staff skills that will result in the best possible service delivery to clients.
 Ensure that all customer complaints received are logged and objectively investigated, recommendations are made to line manger or corrective action is taken. Monitor the quality of service delivered in the unit to ensure customer satisfaction and loyalty.
 Monitor and analyse sales performance of the office regularly against assigned targets and keep the team's efforts focused on productive activities so that targets are achieved using established sales promotion techniques.
 Plan efficient rosters to comprehensively cover the office, bearing in mind language requirements, peak periods etc.
 Ensured to make Travel related reservations and issue tickets to clients, taking care that all relevant airline rules and regulations have been complied with, and that the product delivered is commensurate with client requirements and expectations.
 Ensured to recommend alternate classes of travel, routes or carriers, in the case of non availability of seats, and effectively sell space and products to increase revenue for SIA, seeking at the same time opportunities to up-sell and cross-sell.
 Ensure to build strong relationship between Dnata and SIA.


Company Details

Singapore Airlines (multinational)

Dubai, United Arab Emirates

More than 1000 employees

Airlines/Aviation, Travel and Tourism

www.singaporeair.com

Jan 2004 to Jan 2009 (5 years)
Travel Consultant at Dnata Travel Services

Experience Details

Travel Consultant

Customer Service/Support, Tourism/Travel, Sales/Retail

Entry Level

Reservations and Ticketing


Company Details

Dnata Travel Services (multinational)

Dubai, United Arab Emirates

More than 1000 employees

Airlines/Aviation, Travel and Tourism

www.dnata.com

Jan 2003 to Jan 2004 (1 year)

Education

Master's Degree in European Studies in Languages

Education Details

Master's Degree in European Studies

Languages

University of the Philippines, Philippines

B / Very Good / 75 - 85%

N/A

units only

University of the Philippines
2001 - 2002
Bachelor of Arts Degree in Political Science in Politics and Government

Education Details

Bachelor of Arts Degree in Political Science

Politics and Government

University of the Philippines, Philippines

B / Very Good / 75 - 85%

N/A

N/A

University of the Philippines
1997 - 2001
High School - American diploma

High School Details

American diploma

Roosevelt College

Philippines

1996

A / Excellent / 85 -100%

N/A

Roosevelt College
1996

Certifications

Certificate details

IATA Harvard Leadership and Management Diploma

Jul 2014

N/A

N/A

N/A

IATA Training and Development Institute

N/A

Certificate details

Professional Development for Trainers

Jul 2011

N/A

N/A

N/A

Institute of Leadership and Management (ILM)

N/A

Certificate details

IATA/UFTAA International Travel and Tourism Management Diploma Stepping into Management Level

Jun 2010

N/A

N/A

N/A

IATA Training and Development Institute

N/A

Certificate details

IATA Diploma in Travel and Tourism Consultant Level

Jul 2004

N/A

N/A

N/A

Emirates Aviation College

N/A

Training and Courses

Training/Course Details

Revenue Management

Mar 2015

IATA Training and Development Institute

N/A

Training/Course Details

Project Management Essential

Mar 2011

Emirates Aviation College

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AdaptiveAdministration ManagementAirlinesAviationBadmintonBowlingBusiness Connect FacilitatorBusiness DevelopmentCRM: Salesforce.comCoaching & MentoringCommunications/Network: Internet/ Lotus Notes/ OutlookComputerized Reservations System (CRS): Kriskom And TIPS2 (SQ), Front Office (Dnata), And EasyMars And MARS Reservations System (Emirates)Continuous ImprovementCounselingCreativeCustomer Oriented IndividualsCustomer ServiceCustomer-orientedDatabases: OracleDesignDnataDnata Travel ServicesEmirates AirlinesEnglishEtihad AirwaysFacilitationFacilitator (Emiratisation And Corporate Sales Development)FlexibleGSA Senior Airline Services SupervisorGlobal Distribution System: Galileo, Gabriel, Astral, Amadeus And SabreGraphics Packages: MS Powerpoint / Print Shop / Print MasterHard WorkerIATA Diploma In Travel And Tourism Consultant LevelIATA Harvard Leadership And Management DiplomaIATA/UFTAA International Travel And Tourism Management Diploma Stepping Into Management LevelJapanese FoodLanguagesManagementManager Of Reservations And Ticketing DepartmentOperating System: Win2K / XPOperations ManagementOperations Performance ManagerOrganizerPeople-Oriented LeadersPerformance ManagementPolitics And GovernmentProduct DevelopmentProfessional Development For TrainersProfitability ImprovementProject ManagementProject Management EssentialQuality ManagementRetailRevenue ManagementSalesSales Tool: RevenuePlus, AMDBSingapore AirlinesSpanishSpreadsheets: MS Excel / Lotus 123 / SPSSStaying At HomeSupportTeam PlayerTo TravelTo Walk/jogTourismTraining Curriculum Design & DevelopmentTraining Officer (Emirates Global Contact Centre)TravelTravel And TourismTravel ConsultantWord Processing: MS Word

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Spanish

Spanish

: Fluent

: Intermediate

: Intermediate

: Intermediate

Tools and Technologies

CRM: Salesforce.com

CRM: Salesforce.com

: Intermediate

: High

:

1-3 years

Word Processing: MS Word

Word Processing: MS Word

: Intermediate

: High

:

More than 7 years

Graphics Packages: MS Powerpoint / Print Shop / Print Master

Graphics Packages: MS Powerpoint / Print Shop / Print Master

: Intermediate

: High

:

More than 7 years

Communications/Network: Internet/ Lotus Notes/ Outlook

Communications/Network: Internet/ Lotus Notes/ Outlook

: Intermediate

: High

:

5-7 years

Spreadsheets: MS Excel / Lotus 123 / SPSS

Spreadsheets: MS Excel / Lotus 123 / SPSS

: Intermediate

: High

:

More than 7 years

Computerized Reservations System (CRS): Kriskom and TIPS2 (SQ), Front Office (Dnata), and EasyMars and MARS Reservations System (Emirates)

Computerized Reservations System (CRS): Kriskom and TIPS2 (SQ), Front Office (Dnata), and EasyMars and MARS Reservations System (Emirates)

: Intermediate

: High

:

More than 7 years

Global Distribution System: Galileo, Gabriel, Astral, Amadeus and Sabre

Global Distribution System: Galileo, Gabriel, Astral, Amadeus and Sabre

: Intermediate

: High

:

More than 7 years

Sales Tool: RevenuePlus, AMDB

Sales Tool: RevenuePlus, AMDB

: Beginner

: Medium

:

1-3 years

Databases: Oracle

Databases: Oracle

: Beginner

: Medium

:

1-3 years

Operating System: win2K / XP

Operating System: win2K / XP

: Beginner

: Medium

:

1-3 years

Fields of Expertise

Facilitation

Facilitation

: Advanced

: Extreme - I love it!

:

More than 7 years

Customer Service

Customer Service

: Advanced

: Extreme - I love it!

:

More than 7 years

Performance Management

Performance Management

: Intermediate

: High

:

1-3 years

Profitability Improvement

Profitability Improvement

: Intermediate

: High

:

5-7 years

Training Curriculum Design & Development

Training Curriculum Design & Development

: Intermediate

: Extreme - I love it!

:

More than 7 years

Product Development

Product Development

: Intermediate

: Medium

:

3-5 years

Operations Management

Operations Management

: Intermediate

: Extreme - I love it!

:

More than 7 years

Continuous Improvement

Continuous Improvement

: Intermediate

: High

:

More than 7 years

Administration Management

Administration Management

: Intermediate

: High

:

More than 7 years

Project Management

Project Management

: Intermediate

: High

:

5-7 years

Counseling

Counseling

: Intermediate

: High

:

3-5 years

Coaching & Mentoring

Coaching & Mentoring

: Intermediate

: Extreme - I love it!

:

More than 7 years

Quality Management

Quality Management

: Beginner

: Medium

:

1-3 years

Key Skills

Hard worker, Customer-oriented, Organizer, Flexible / Adaptive, Team Player

Online Presence

https://ae.linkedin.com/in/lloyd-santos-dip-tt-mgt-54766316

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