Fabian Moses

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Airport Operations Manager at Changi Travel International - Changi Airport Group (2023-02 – Present)

• Sales Strategy Development: Create and implement corporate sales strategies to drive growth in the business travel segment. This includes identifying new business opportunities, increasing market share, and growing existing client accounts.
• Key Account Management: Oversee relationships with key corporate clients, ensuring they receive tailored travel solutions that meet their business needs and exceed expectations.
• Revenue Generation: Focus on increasing sales through direct corporate clients, ensuring targets are met, and expanding the client base. This could involve negotiations on pricing, services, and long-term contracts.
• Market Analysis and Strategy Adjustment: Regularly assess market trends, competitor activities, and customer needs to adapt the sales strategy. Stay up-to-date with industry developments, such as new technology or services that can impact corporate travel.
• Liaising with Airlines and Suppliers: Maintain relationships with airlines and other suppliers to ensure the best fares, preferred allocations, and preferential treatment for corporate clients. Ensure CTS Singapore stays competitive in terms of pricing and availability.
• Leading the Sales and Ticketing Teams: Manage, mentor, and motivate the corporate sales and ticketing teams, setting clear goals and expectations, and fostering a high-performance culture.
• Budgeting and Forecasting: Develop and manage budgets for corporate sales and ticketing operations. This includes forecasting revenue, identifying sales opportunities, and managing costs related to the ticketing department.
• Negotiations and Contracts: Lead contract negotiations for large corporate accounts, ensuring the terms align with business objectives and profitability goals.

Senior Customer Service Manager at Dnata Pte Ltd (2019-11 – 2023-01)

• Setting Strategic Goals: Develop and implement a long-term customer service strategy aligned with dnata's corporate objectives. This includes setting clear customer service goals, KPIs, and service quality standards.
• Budgeting and Resource Allocation: Oversee the budget for the customer service department, ensuring that resources are allocated effectively to maximize service delivery while controlling costs.
• Cost Efficiency: Identify opportunities for cost savings and operational efficiencies without compromising on service quality. This includes optimizing staff levels, improving automation, and leveraging technology.
• Revenue Generation: Collaborate with the sales and marketing teams to identify opportunities for upselling and cross-selling additional services (e.g., lounges, extra baggage) that can enhance revenue while improving customer experience.
• Leading Senior Teams: Manage and lead senior customer service managers and directors across multiple locations, providing mentorship and guidance to ensure alignment with strategic goals.
• Talent Development: Oversee talent management and leadership development within the customer service department. Ensure that dnata's customer-facing teams are highly skilled, well-trained, and equipped to deliver exceptional service.
• Engagement with External Stakeholders: Represent dnata at external events, conferences, and meetings with key stakeholders, including airlines, government bodies, and industry organizations, to ensure dnata's customer service standards remain at the forefront of the industry.
• Public Relations and Brand Advocacy: Act as a brand ambassador for dnata's customer service values and ensure that the company's reputation for delivering high-quality services is upheld in the public eye.

Customer Service Supervisor at Dnata Pte Ltd (2017-01 – 2019-11)

• Managing a Team: Oversee a team of customer service officers, ensuring they are properly trained, motivated, and performing their duties effectively.
• Scheduling and Workload Distribution: Organize shift schedules, ensuring that the team is adequately staffed during peak times or emergencies, and manage workload distribution among team members.
• Mentorship and Training: Provide coaching, training, and support to team members to help them improve their skills, resolve customer issues, and handle complex or difficult situations. This includes regular performance reviews and feedback.
• Performance Monitoring: Monitor the performance of customer service agents to ensure they meet service standards and adhere to dnata's operational procedures. Provide guidance and corrective actions as needed.
• Coordination with Other Departments: Work closely with other departments such as ground handling, baggage services, and airline representatives to ensure seamless coordination and quick resolution of operational issues.
• Problem-Solving: Be proactive in identifying potential issues or disruptions in operations (like flight delays or baggage handling problems) and coordinate with relevant teams to mitigate or resolve them swiftly.
• Resource Allocation: Manage resources efficiently, ensuring the right equipment, staffing, and materials are available to maintain smooth operations and service delivery.
• Adhering to Procedures: Ensure that all team members are following dnata's policies and procedures, as well as the regulatory requirements for the airport or airline.
• Compliance with Safety and Security Standards: Make sure that customer service staff adhere to all safety and security protocols during customer interactions, check-in procedures, and boarding.
• Improvement Initiatives: Identify areas for service improvement, suggest operational enhancements, and actively contribute to improving overall customer experience.
• Cost Efficiency: Work with the management team to ensure that customer service operations are conducted efficiently, while also maintaining a high level of service.
• Inventory and Supplies Management: Oversee the necessary supplies and resources required for customer service operations, including materials like boarding passes, baggage tags, and customer communication materials.

Customer Relationship Officer at Dnata Pte Ltd (2014-08 – 2017-01)

• Managing Customer Complaints: Address and resolve passenger complaints or issues in a timely and professional manner, ensuring that customers feel heard and valued.
• Investigating Issues: Look into problems like flight delays, baggage issues, or service complaints by liaising with other departments to find a solution.
• Providing Solutions: Work with customers to offer appropriate solutions, compensation, or alternatives, in line with company policies and procedures.
• Pre and Post-Flight Support: Assist passengers before and after their flights with any concerns, whether it's related to baggage, reservations, or specific requests.
• Travel Information: Provide passengers with accurate and updated information regarding their flights, baggage status, check-in procedures, and services offered.
• Special Requests: Handle special needs or requests from customers, such as meal preferences, seating arrangements, or other personalized services.
• Customer Satisfaction: Ensure a positive customer experience by providing excellent service, maintaining a friendly and professional demeanor, and exceeding customer expectations whenever possible.
• Follow-Up: Follow up with customers who have had unresolved issues or complaints to ensure their concerns are fully addressed and to gauge satisfaction.
• Internal Collaboration: Work closely with other departments such as ground handling, baggage services, and airline representatives to ensure seamless communication and resolution of issues.
• Feedback to Management: Provide feedback to management about recurring customer complaints, suggestions for service improvements, or any other trends that could help enhance dnata's operations and services.
• Customer Records: Maintain accurate records of customer interactions, complaints, resolutions, and feedback in the company's database.
• Report Generation: Generate reports based on customer feedback, complaints, and satisfaction levels for management review.
• Emergency Handling: Assist in situations like flight cancellations, delays, or other disruptions, ensuring that customers are well-informed, calm, and adequately taken care of during such times.
• Crisis Communication: In the event of a crisis (e.g., natural disasters, technical problems), manage communication with affected passengers and ensure they receive timely updates and support.
• Service Promotion: While not always a core aspect of the role, a Customer Relations Officer may also inform customers about additional services offered by dnata, such as lounge access, upgrades, or travel packages.
• Loyalty Programs: Promote and assist customers with signing up for any loyalty or rewards programs that dnata might offer, enhancing their experience and encouraging repeat business.

Customer Service Agent at DNATA Pte Ltd (2014-01 – 2014-08)

• Check-in and Boarding Support: Assist passengers with check-in procedures, ensuring they have all necessary documents and information for their flights.
• Flight Information: Provide up-to-date flight information, such as delays, cancellations, or gate changes, to passengers.
• Handling Special Requests: Assist passengers with special needs, like wheelchair assistance, unaccompanied minors, or special dietary requirements.

Diploma in Aviation Management – Inter Excel College (2009-01)

O'Level in Higher Education Administration – SMK Dato' Shahbandar Hussein (2008-01)