This position reports to Sr. Director, Ancillary Revenue
This position reported to VP, Consumer Marketing
Customer Insights: Developed Net Promoter Score (NPS) program to gain insights into customer experience through text mining and sentiment analysis and provide relevant feed back to Consumer Marketing, Airport Services, Inflight and Operations teams in order to improve customer experience and increased revenue from repeat business. Led conjoint analysis to facilitate optimal mix of features as well as optimal pricing for ancillary revenue products.
Capital Plan & OPEX Budget/Forecast: Developed a collaborative environment and a robust process for building revenue, capital and cost budget that synchronized efforts across entire Consumer Marketing department. Incorporated checks to quickly identify errors, omissions, duplications.
This position reported to Director, Ancillary Revenue
Product Unbundling: Recognized and recommended opportunities for new or expanded revenues and decreased costs via the creation or modification of fees and unbundling of travel products. Analyzed the demand and customer behaviors related to all Ancillary Products and recommend pricing changes for unbundled products like bags and preferred seating in order to maximize revenue.
This position reported to Director, Operations Planning & Analysis
Revenue Leakage / Compliance: Managed development of data-marts to facilitate reporting on Revenue Compliance, identify instances of Revenue Leakage and recommend solutions for Revenue Compliance.
On-Time Performance Analytics: Led team of analysts to develop in-house data-marts and Business Intelligence (BI) web-portal for hosting On-Time Performance metrics and Station Performance reports.
This position reported to Manager, Operations Performance & Statistics
United States DOT mandated OTP Reporting: Responsible for reporting On-Time Performance Stats to the DOT as described in 14 CFR Part 234 of DOT's regulations which covered all nonstop scheduled-service flights between airports within the United States (including territories). This is required for all carriers that have 1 percent of total US domestic scheduled-service passenger revenue.
This position reported to Project Manager, Software Development
Responsible for Business Analysis, ERP Module Implementation and Enhancements. Ensured data consistency across all ERP modules to ensure accuracy and reliability of financial reporting.
• Operations Research • Statistical Modeling • Computational Data Mining • Quality and Reliability Engineering
Satmetrix Certified Net Promoter Associate --- Customer Loyalty Certification
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