Sutha Vijayakumar
Sepang,Selangor
Summary
Travel operations professional with 10+ years of experience across online travel platforms, tour operations, and hospitality services. Experienced in managing global lodging partner operations, resolving complex operational issues, improving processes, and collaborating with cross-functional teams. Skilled in partner relationship management, case investigation, inventory and rate management, operational quality improvement, and stakeholder communication. Proven ability to support large-scale travel ecosystems through analytical problem solving, attention to detail, and operational excellence.
Overview
18
18
years of professional experience
Work History
Lodging Partner Associate III
Expedia Group
Sunway City, Malaysia
06.2017 - 08.2026
- Responded to partner inquiries promptly across phone, chat, and email, ensuring effective communication and support.
- Supported partners with financial transactions, disputes, and account inquiries, facilitating smooth and efficient operations.
- Resolved inventory management, financial, and training complaints, achieving high-quality outcomes and enhancing partner satisfaction.
- Analyze and resolve advanced finance cases through established finance processes.
- Collaborate with internal teams to address critical hotel partner issues.
- Document and classify partner interactions and issues accurately in systems.
- Maintain partner relations through positive, compassionate, professional customer care.
- Educate lodging partners on self-service features available for bookings.
- Build and update room types and rate plans, including linkages.
- Report emerging and recurring issues promptly for faster resolution.
- Contributed to test-and-learn projects aimed at improving content and processes.
- Follow internal processes and policies when interacting with partners.
- Mentor and coach team members and lead assigned projects.
- Develop strong product processes and policy knowledge across teams.
- Review intensified cases and identify root causes to reduce recurrence.
- Use company tools to increase customer attraction on the Expedia Group platform.
- Use Salesforce, SQL, Jira, Confluence, and related tools effectively.
Sales Support Operator
MIKI Shared Service Centre, MSSC
Cyberjaya, Malaysia
08.2013 - 06.2017
- Owned final itinerary distribution to tour leaders and secured confirmations pre-departure.
- Managed European land arrangements by issuing booking requests to network offices and suppliers.
- Directed amendments for hotels and additional arrangements in response to customer changes, ensuring seamless travel experiences.
- Verified itinerary feasibility and compliance with EU limits on service duration.
- Oversaw accurate booking information flow between local agents, suppliers, and sales offices.
- Accounted for group flight bookings by coordinating sales offices with air ticket support.
- Controlled daily reconfirmations with hotels, covering early breakfasts, flowers, and special requests.
- Coordinated cross-departmental updates with Miki Travel offices on tour status issues.
- Steered supplier performance reviews to maintain service standards for group travel, enhancing overall customer satisfaction.
- Led quality control collaboration with network teams to address and resolve group road issues, improving operational efficiency.
- Directed issue investigations with clients and tour leaders, including group accompaniment.
- Drove day-to-day processing using IBM AS/400 for itinerary and booking records.
- Governed rail ticket delivery and returns via hotels and local offices with system updates.
Private Tuition Teacher
Freelance
Selangor, Malaysia
01.2009 - 05.2017
- Delivered customised lessons for primary and secondary school subjects including English Language, Bahasa Malaysia, Mathematics, and Science.
- Developed structured learning plans, monitoring student progress through regular assessments and tailored feedback to enhance academic performance.
- Prepared unit and lesson plans for courses of study, following curriculum guidelines and common core standards.
- Strengthened communication and coaching skills through personalised instruction, fostering student engagement and confidence in learning.
- Received positive feedback from parents highlighting the effectiveness of instruction and significant student learning improvements.
Intern
Keris Travel & Tour
Puchong, Malaysia
11.2012 - 03.2013
- Guided customers through travel enquiries, tour and cruise package selections, and booking confirmations to enhance customer satisfaction.
- Coordinated flight bookings using Amadeus system, ensuring accuracy and efficiency in reservation processes.
- Processed travel documentation, payments, and visa applications for multiple destinations.
- Supported operations at travel fair (MATTA Fair) through customer engagement and coordination of tour packages, contributing to successful event execution.
Education
Bachelor of Business Administration - Human Resource
Universiti Putra Malaysia (UPM)
Serdang, Malaysia01-2019
Diploma - Hospitality and Tourism Management
Management and Science University
Shah Alam, Malaysia, Malaysia01-2013
Skills
- Data collection and analysis
- Qualitative and quantitative research methods
- Critical thinking
- Advanced research skills
- Planning and scheduling
- Cross-functional collaboration and teamwork
- Leading projects
- Leading brainstorming sessions and presentations
- Excellent verbal and written communication
- Fluency in multiple languages (English, Malay, Tamil)
- Attention to detail
- Adaptability and flexibility
- Conflict resolution
- Planning, coordinating and carrying out team events
Timeline
Lodging Partner Associate III
Expedia Group
06.2017 - 08.2026
Sales Support Operator
MIKI Shared Service Centre, MSSC
08.2013 - 06.2017
Intern
Keris Travel & Tour
11.2012 - 03.2013
Private Tuition Teacher
Freelance
01.2009 - 05.2017
Bachelor of Business Administration - Human Resource
Universiti Putra Malaysia (UPM)
Diploma - Hospitality and Tourism Management
Management and Science University