Soniya Chakamatil
Madgaon
Summary
Aviation professional with over 14 years of experience in business operations and client relationship management. Expertise in team leadership, operational efficiency, audit management, contract negotiation, and cross-functional project execution. Successfully contributed to market share expansion and revenue growth initiatives.
Overview
14
14
years of professional experience
Work History
Assistant Manager - West India
Qantas Airways c/o Dnata Travel Services
Mumbai
04.2022 - 11.2023
- Spearheaded operations for Qantas' direct flight launches in Delhi & Bangalore, serving as the central India contact for all operational requirements.
- Directed Indigo-Qantas domestic connectivity project, managing staff hiring, process design, and training.
- Managed yearly audits by preparing process documents, contracts, and revenue proofs, ensuring full compliance.
- Negotiated and managed commission-based contracts with agencies; tracked sales targets and implemented support strategies to boost revenue.
- Oversaw service quality of India operations team; resolved escalations and implemented process improvements.
- Conducted annual performance reviews and coached team members to enhance productivity.
- Represented Qantas at roadshows and events, presenting products and strengthening agency relationships.
- Actively collaborated with sales and revenue teams in strategic discussions to maximize market share and achieve business objectives.
- Allocated and monitored marketing budgets for OTAs to drive effective promotional campaigns.
Team Lead
Qantas Airways
06.2019 - 03.2022
- Supervised telesales operations across India, increasing agent engagement, and sales revenue.
- Delegated day-to-day tasks and assisted the team with fare pricing, refund, and upgrade-related queries.
- Worked closely with the Group Revenue team on special fare planning and construction.
- Partnered with Tourism Australia and key stakeholders for joint campaigns and marketing initiatives.
- Conducted regular KPI reviews, and improved performance through training and process optimization.
- Acted as a liaison between revenue management and operations teams for pricing and special fare requests.
Senior Travel Consultant
Qantas Airways
06.2017 - 05.2019
- Managed a team's scheduling, attendance, and daily operations while ensuring service delivery standards.
- Resolved escalations and customer issues with high satisfaction rates.
- Supported training and onboarding of new staff, improving knowledge transfer.
Travel Consultant
Qantas Airways
09.2014 - 05.2017
- Handled complex reservations, group bookings, and fare quotations via Amadeus.
- Delivered customer service across multiple channels with a focus on accuracy and efficiency.
Customer Service & Sales Representative
Emirates Airlines
Mumbai
06.2011 - 09.2014
- Assisted premium and frequent flyer customers with reservations, disruptions, and account support.
- Issued tickets and managed booking changes while ensuring regulatory compliance.
- Supported travel agents with sales queries and customer escalations.
Customer Service Executive
Singapore Airlines
12.2009 - 06.2011
- Managed escalations and booking changes for international passengers.
- Specialized in handling disruption management, medical requests, and VIP customer support.
Education
PG Diploma - Travel & Tourism
Welingkar Institute
Mumbai01.2016
Bachelor of Arts - TYBA
Mumbai University
Mumbai01.2012
Skills
- Business operations and process optimization
- Team leadership and performance management
- Stakeholder and client relationship management
- Audit compliance
- Contract negotiation and commercial strategy
- Airline reservations and fare construction (IATA Rules)
- Cross-functional coordination and escalation handling
- Marketing fund allocation and ROI tracking
- MS Office (intermediate)
- Amadeus CRS
- Revenue management principles (practical experience)
- Knowledge of Salesforce CMS operations and workflows
Languages
- English
- Hindi
- Marathi
- Malayalam
Timeline
Assistant Manager - West India
Qantas Airways c/o Dnata Travel Services
04.2022 - 11.2023
Team Lead
Qantas Airways
06.2019 - 03.2022
Senior Travel Consultant
Qantas Airways
06.2017 - 05.2019
Travel Consultant
Qantas Airways
09.2014 - 05.2017
Customer Service & Sales Representative
Emirates Airlines
06.2011 - 09.2014
Customer Service Executive
Singapore Airlines
12.2009 - 06.2011
PG Diploma - Travel & Tourism
Welingkar Institute
Bachelor of Arts - TYBA
Mumbai University
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