Vanesa Davila-Albertini

• Managing Silversea's Air Programs, ensuring colleagues, Direct and Trade Channels understand policies and procedures to push profitability
• Developing and implementing strategies and plans to increase efficiency and cut costs
• IATA liaison for Silversea Australia since 2020 - BSP- Billing Remittance.
• Effective cross-department collaboration – such as Revenue Management – Strategic Pricing- Sales- Marketing –Finance and Trade, and Direct and Tour Operations Team
• Airfares Procurement – Wholesale-Tactical and Cruise fares: Focusing on Establishing and fomenting business relationships with crucial Airlines Partners to secure competitive prices and increase profitability.
• Responsible for Recruiting and training personnel
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with astrong sense of personal responsibility.

• Oversee two other staff members – Training- Coaching, and supervising-
• Fares & Ticketing – fare reassessment – complex fare constructions /deviations
• Air cost Negotiation – Direct and Trade Channels-
• BSP Conciliation and Air Billing remittance administration -Refunds, ADMs etc.
• Actioned Voyage and Air configuration
• Managed Air Supplements and Invoicing.
• Managed and monitored air Budgeting – Allowances and Pricing

• Booking creation, management and servicing
• Queue Management
• Air Promos as Tactical Tool management
• Voyages – Air Configuration & Loading-
• Direct and Trade Chanel support
• Fares & Ticketing
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.

• Fares and Ticketing Expert - assisted and worked with Retail Travel Agents
• Fare reassessment and quotes: Trained in complex air fare reassessment scenarios and reissues.
• Phase IV- Manual Fare building, RTW’s Fares, Air passes
• Refunds - BSP - GDS
• CRS: Sabre, Amadeus and Galileo

• Connected with customers to address questions and resolve issues through phone and email.
• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
• Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
• Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
• Fare and Ticketing roles- Amadeus and Sabre GDS.
• PNR servicing - Name changes, schedule changes and fare reassessments

Reservations

• · Front-Desk Reception: Greeting and courteously assisting passengers. Assessing passenger needs and providing an enjoyable customer experience to avoid escalating the issue to a higher level.
• · Trade Support: Assisting Travel Agents with the airline’s Policies and Procedures.
• · Handling E-mails and phone calls from Industry Partners and Passengers.

Ticketing:

• · Fare Calculations: Upgrades- Downgrades- Re-routings- Ticket revalidation.
• · Electronic Miscellaneous Document (EMD)
• · Refunds: GDS- BSP
• · Bulk Ticket Fares/ Student Fares /Air Passes / Frequent Flyer
• · Sabre GDS/CRS - Native and Interact
• · Frequent Flyer Programs.
• · Baggage Claims – World Tracer-
• · Sales Report. Cross checking invoices matching payments with daily sales report in order to fulfil accounting procedures.
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.

• And Responsibilities
• Coordinate Customer Service staff
• Handled inbound phone calls from Customers
• Dealt with customer complaints and inquiries about products
• Billing Management ( Dealt with claims about invoices)
• Leased with other business branches within the company such as the Marketing Department, Technical Areas and Office Retailers.