Chai Jee Thai
Sepang
Summary
With over 12 years of experience in the airlines and aviation industry, I am a seasoned Reservation Control Executive who has successfully managed the reservation systems for AirAsia Berhad, one of the leading low-cost carriers in the region. I have a Diploma in Aviation Management, where I acquired knowledge and skills in aviation operations, management, and regulations. At AirAsia Berhad, I was responsible for ensuring the accuracy and efficiency of bookings, as well as providing excellent customer service to guests and travel agents. I am passionate about the tourism and aviation sector, and I am always eager to learn new things and enhance my competencies.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Executive Regional Reservation Control
AirAsia SEA SDN BHD
12.2014 - 09.2023
- To take incoming telephone calls from Stations or internal departments relating to a range of specified escalation cases within the empowerment, SOPs and service recovery provided
- To work as part of a team of RRC officers and carry out the tasks as stated in the Function Authorization
- To work to agreed productivity and quality standards (e.g
- Achieving KPI, attendance, etc.) set by the Management team
- To participate fully in the team, regular team meetings, buzz sessions, and giving feedback to superiors for improvements
- To escalate queries or unresolved issues to superiors or related departments within the agreed procedures.
Guest Service Assistant
AIRASIA BERHAD
10.2012 - 12.2014
- To execute the whole check-in process
- To do boarding and gate management
- To provide excellent 'customer service'
- To adhere to company policies and SOP.
Administrative Assistant
KUALA LUMPUR AIRPORT SERVICES SDN BHD
07.2012 - 10.2012
- Administrative support in HICOM MANAGEMENT SYSTEM and CARGO divisions
- It's three months of my industrial practical for the Diploma In Aviation Management.
Kitchen Crew
Pizza Hut Malaysia
12.2009 - 07.2012
- Prepared food for customer orders and controlled food quality
- Sometimes, I have to do storekeeper tasks as well.
Education
Diploma of Higher Education - Diploma In Aviation Management
Cybernetics International College of Technology
01.2012
GCSEs - Sijil Pelajaran Malaysia, or the Malaysian Certificate of Education
SMK JALAN ARANG
01.2008
Skills
- Food Handling
- CHAMPS Program
- Airline Reservation And Ticketing
- Airline Ground Operation
- Guest Services
- Cybersecurity
- Operations Control
- Flight Dispatch
- Capacity Management
- Regional Reservations Control
- Problem Solving
- Multitasking
- Computer Literacy
- Resourceful
- Resilience
- Analytical Thinking
- Thoroughness
- Communication Skills
- Judgement and Decision Making
- Interline Considerations on Irregular Operations (IROPs)
- Central Reservations Systems
- Manual Booking Reinstatement
- Passenger Profile Management
- Documents Verification
- Refund Verification/Validitation(Supporting Documents Check, Group Booking Processing(Fares & Taxes Overriding Based on Quoted Fares), Bookings Refund Processing(Credit Shell), Airport Taxes Refund Processing, Payment Status Check(cardworks), Manual Booking Reinstatement, Payment Authorization, Business Administration, Flight Interruption Management, Microsoft Office, Time Management, Analysis, Accounting, Customer Service, Organised, Results Focused, Team Work
- Quality control
- Leadership and social influence
- Empathy and active listening
- Dependability and attention to detail
- Curiosity and lifelong learning
- Motivation and self-awareness
- Resilience, flexibility, and agility
- Creative thinking
- Analytical thinking
- Product knowledge
- Complaint handling
- Switchboard management
- Cancellation management
- Refund processing
- Call centre experience
- Customer Service
- Dispute Resolution
- Guest conflict management
- Client service
- Booking management
Certification
- Best Glider Design, Cybernetics international School Of Technology, 03/2012, Current
- Guest Service Initial, Asian Aviation Centre Of Excellence, 11/2012, Current
- Certificate Of Best Performance, AirAsia Berhad, 07/2015, Current
- Certificate Leadership For Non Executives, AirAsia Berhad, 01/2017, Current
- Certificate Of 2018 Best Attendance, AirAsia Berhad, 12/2018, Current
- MALAYSIA DRIVING LICENCE, ROAD TRANSPORT DEPARTMENT MALAYSIA, 08/2022, 09/2027, B2, MOTOR CYCLE NOT EXCEEDING 250 CC, MOTOR CAR UNLADEN WEIGHT NOT EXCEEDING 3500 KG
- Cybersecurity Complete Reskill Program, AirAsia Academy, 10/2022, Current, In this course, you will be made aware of common and not-so-common threats that jeopardise the integrity of digital systems while also being introduced to security frameworks, countermeasures, and safeguards such as cryptography. Upon completion of the program, you will be able to undertake basic risk analysis and implement effective mechanisms to protect your organisation's computing systems and the data contained.
Languages
English, Bahasa Malaysia/Malay, Chinese (Mandarin)
First Language
Timeline
Executive Regional Reservation Control
AirAsia SEA SDN BHD
12.2014 - 09.2023
Guest Service Assistant
AIRASIA BERHAD
10.2012 - 12.2014
Administrative Assistant
KUALA LUMPUR AIRPORT SERVICES SDN BHD
07.2012 - 10.2012
Kitchen Crew
Pizza Hut Malaysia
12.2009 - 07.2012
Diploma of Higher Education - Diploma In Aviation Management
Cybernetics International College of Technology
GCSEs - Sijil Pelajaran Malaysia, or the Malaysian Certificate of Education
SMK JALAN ARANG
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