WORK EXPERIENCE:
December 2012-present – Qatar Airways-
Designation: Senior Airport Services Agent (Rome-Fiumicino International Airport)
Main responsibilities:
Reservations and Ticket Sales on Amadeus, customer care, special services, supervision of check-in/gate/arrival operations, basic lost & found/ baggage handling.
November 2002-April 2012 – Malaysia Airlines-
Designations and career path within the Company:
March 2011-April 2012…………….Passenger Sales Representative
May 2010-March 2011……………..Sales Rep & Marketing/Pricing Officer
April 2005-April 2010…………Marketing Officer (with Pricing Analyst duties)
Dec.2003-March 2005…………Inside Sales & Marketing Assistant
Nov. 2002- Nov. 2003…………Assistant to Area Manager
Main responsibilities:
Pricing, Marketing and PR duties: Monitoring of the competitors’ marketing and pricing activities; handling of reports and statistics; coordination with Network Revenue Management & Regional Office for the elaboration of yearly pricing strategies and fare-sheets; attending meeting and trainings in Malaysia or in Europe as pricing representative for Rome; evaluation for the launch of special fares for specific market segments (ethnic, seamen, moto GP and Superbike, Formula 1); handling of pricing & contracts for corporate accounts; monitoring of SPA and ICA agreements with other carriers and elaboration of add-on pricing applicable to the existing market fares; preparing press releases/briefing appointed press agent on technical info when required; coordination of travel arrangements for press trips; participation in workshops/trade fairs/roadshows; arrangement and organization of general events/sales functions; translations of texts, journal articles and information from English into Italian (or vv.); coordination of the yearly advertisement plan; evaluation of the offers from Italian media agencies for trade and consumer segments; liaising with both the creativity agency in Malaysia and Italian media for the preparation of the advertising material; providing Regional Office with information regarding the Italian market for pan-European advertising campaigns.
Sales duties: Sales rep for South of Italy, Greece, Malta, Cyprus. Handling and organization of the filing of all data and documents concerning the Sales and Marketing department; coordination between depts on behalf of Sales Manager; arrangement of departmental meetings and taking minutes of the meetings; handling passengers’ letters of complaints /compliments related to sales dept; handling Agent Discounted tickets requests & reports; completing Station’s Sales and Marketing monthly reports and flight statistics/ analysis based on the flight coupons uplifted at Rome airport; handling telephone calls from passengers, Travel Agents and Tour Operators; processing of requests for authorizations for excess baggage/special procedures/ up-gradings/ emergencies / special CIP and VIP assistance; making flight reservations for CIP traffic; handling group/incentive/ad-hoc quotations; dealing and negotiating with consolidators of specific traffic: seamen, Formula 1, Moto GP and Superbike.
Sept. 2001-Nov. 2002 – Airconsult -Airlines’ Representative (Rome town office)
Designation: Operations Dept. Agent.
Main Responsibilities:
Private non-commercial, VIP flights: coordination of the various services (airport assistance, transportation, catering orders, hotel bookings for both crew and passengers); Airport Slots control through requests to the Italian Clearance Authority on behalf of the represented Airlines; Assistance to Airlines in obtaining over-flight permits and traffic rights in Italy from the Civil Aviation Authority; Handling of emergencies and of all Airconsult’s agents at the various Italian airports; Inserting into PC of all Flight Schedules and updates from the assisted Airlines Companies; Monitoring of Airconsult agents’ and airport handlers’ services through examination of flight reports and possible complaints from clients.
June 2000-September 2001 – SriLankan Airlines Ltd- (Rome town office)
Designation: Reservations and ticketing clerk.
Main responsibilities:
Dealing with passengers and travel agents, standard fares, issuance and reissuance of air tickets, bookings through the use of telephone/product selling techniques and human relations in practice. Automated system used: MARS.
May-June 2000 – Kuwait Petroleum Italia S.p.A. Q8– Rome
Designation: PA to the Manager of the Operations Dept.
Main responsibilities:
Secretarial responsibilities: dealing with confidential data, telephone calls, sending of telexes, faxes, e-mails, reservations for Q8 staff (flights/cars/accommodations), invoicing and order sheets through the use of the S.A.P. system, use of Internet and Intranet, filing, sorting of mail.
Nov.1999-Apr.2000 –Easy Life S.r.l. –Rome
Designation: Instructor of English Language
Based at the Fire Dept. of Subiaco (Rome); the teaching of foreign languages was part of the program for the improvement of the standards of service of Italian Police & Security forces, in view of the Holy Year 2000 (Jubilee) in Rome and the consequent influx of foreign visitors.
May-Oct.1999 – ALITALIA S.p.A, Reservation Dept.–(Rome town office)
Designation: Reservations Agent.
Employed at Alitalia’s Call Center (Front Line) in Magliana (Rome).
Main responsibilities:
Providing (Italian and foreign) passengers with information and reservations on both domestic and international flights; Supplying customers with explanations on Alitalia’s fares, possibility of rebooking and rerouting according to the rules of the fares. Computer systems used: ARCO and “EASY RES”; Providing travel agents with general information and reservations.
Sept. 1997- May 1999 – Italy – China International Ltd. –Rome
(Imp.-Exp. broker Company between the Italian and the Chinese market in the trade of mechanical components and equipment)
Designation: Office Manager & PA to the Director.
Main responsibilities:
Customer service; dealing with suppliers and clients; translations (English/Italian vv.) of technical texts; inserting all data from invoices and order sheets to hard disc; Representative for the Company in shows and fairs in the field of mechanical components;Tourist guide of foreign delegations visiting Rome; Support in personnel hiring and training; Support for the marketing dept.
Apr.- Sept.1997 – Company “V. Fiume”, dental wholesaler in Tivoli (Rome)
Designation: Assistant to the Director on day-to day administration; Explaining of the products to foreign clients mostly in English;Translator of dental text; Promoter of new dental products within the European market; Attending dental fairs in Italy and Europe.
1991-1997 Part time jobs:
• “Aniene 88” Import-Export co. marble and travertine: Secretarial responsibilities (handling telephone calls, faxes, invoicing, filing)
• Private tutoring lessons in English to university students;
• Translator of university literary and technical texts (English-Italian-English).
EDUCATION
• University Degree in Foreign Languages and Literatures
Graduated in 1997, at the University of Roma Tre in Rome, Italy, with grades 110/110.
• High School Diploma in Humanities
Graduated in 1990, at the Liceo-Ginnasio A. di Savoia in Tivoli (Rome), with grades 50/60.
LANGUAGE SKILLS
• Italian: Native language;
• English: First specialization language: fluent (4 academic years, prolonged stays in the US)
• Russian: Second specialization language: rudimentary knowledge (3 academic years);
• Spanish: Third specialization language: basic/intermediate knowledge (2 academic years).
COMPUTER SKILLS
• Familiarity with all Microsoft Windows packages (Word, Excel, Power Point)/internet/e-mails.
• Flight Reservation Systems: ARCO, Easy Res , MARS, Kommas, Amadeus, SITA.
• Marketing tools for the Airline industry: MIDT, Pax-is, Air Connect, BOSS, e-smash
• Pricing tools: MFM(Market Fare Module)
• Good typing skills (50-60 wpm).
MASTERS, TRAININGS & LANGUAGE COURSES
• Dangerous Goods Cat. 8 certificate (Jan 2013 – Qatar Airways, Doha)
• Master in Event Planning, Communication and Marketing (Nov-Dec 2012 at Ieros Management/Irisform in Rome)
• Spanish Language: refreshment course (Jun-Jul 2012, attended at Upter in Rome).
• Pax-is 5 (Jul09 – Malaysia Airlines, Frankfurt)
• MFM (Jun07 – Malaysia Airlines, Kuala Lumpur)
• Airconnect (Nov06 – Malaysia Airlines, Kuala Lumpur)
• MIDT, Pax-is 3 (Jul06 – Malaysia Airlines, Frankfurt)
• German Language for beginners (Oct 05- Jan 06, at Upter in Rome)
• Spanish Language, refreshment course (Oct 05- Jan 06, at Upter in Rome)
• Acting Classes in English Language (Oct 04- Jun 05, Oct 05- Jun 06, at Upter in Rome)
Won scholarships for the following after passing the relevant interviews and selections:
• Course for Correspondents Interpreters and Translators in Russian Language– (Apr-Sep 1999), attended at the Institute Placido Martini, Rome. Course financed by the European Union, consisting in 450 hour classes and 50 hour training at the Travel Agency “Biribin Tours” in Rome.(Certificate obtained).
• Training for Check-in Agents – (Mar 1999) at Aeroporti di Roma S.p.A., Rome(passed training).
• Training for Reservation Dept. – (Oct/Nov1998) at Alitalia S.p.A., Rome (passed training).
• Training for Ramp Agents – (Sep 1998) at Aeroporti di Roma S.p.A., Rome (passed training). *Obtained the driving licence from the D.C.A. of Rome to drive on the rampside of FCO and CIA airports.
