Michelle Nguyen Email & Phone Number

Melbourne, Australia

Brisbane, Australia

Responsibilities• Ideate and manage execution of the Online Product digital roadmap to deliver on business and user needs;• Create financial forecasting and business modelling to support online product enhancements and roadmap items;• Project manage online initiatives through the product development lifecycle, leveraging agile methodologies including Scrum and Kanban;• Analyse and report on key product performance metrics, proactively identifying opportunities to improve site engagement and conversion;• Acting as a digital product subject matter expert in the business and supporting colleagues through consultation and solution formulation;• Collaborate with a range of stakeholders including project managers, designers, developers, testers, copywriters & technology architects to deliver product initiatives.Achievements• Managed integrity of customer experience, across various channels (B2B/B2C), during migration of booking portal from decommissioned platform to new web architecture.

Brisbane, Australia

Leading the relationship between Velocity and the parent airline (Virgin Australia) involving:• Optimisation of Velocity as a marketing channel for Virgin Australia including the use of member insights and analytics;• Providing greater value to members by working collaboratively with the airline to develop incentives/products specific to Velocity members;• Managed a promotions calendar for Virgin Australia's use of Velocity as a marketing channel. Focusing on increased member yield, revenue and member engagement;• Business cased and developed campaigns with the airline to increase Virgin Australia market share within the corporate and industry travel space

Brisbane, Australia

International Inbound Sales StrategyResponsibilities• Project coordinator for implementation of new General Sale Agent offices located in China;• Managing relationships with numerous internal/external stakeholders in order to establish effective processes for integrating external-office bookings;• Change management application in areas of allocating responsibilities to individuals/teams, changing and developing new processes, expanding stakeholder portfolios, and professional cultural environments;• Contract drafting; • Process implementation - booking, finance remittance, internal audit, IT processes;• Training of China General Sales Agent (GSA) staff in Beijing on airline’s product, and booking/sales/finance systems;• Statistical analysis of local travel data for inbound customers originating from China in order to develop specialised competitive product for the China GSA.Revenue ManagementResponsibilities• Competitive analysis of pricing/product;• Setting tactical pricing of VA retail and wholesale product against current market;• Structural price comparison of said product against long-term market trends;• Development of campaign pricing through discussion with internal stakeholders (marketing, inventory, e-commerce);• Management of marketing calendar for seamless execution of retail activity.Achievements• Automated daily scrape of competitor pricing data.Ground OperationsResponsibilities• Guest Relations feedback handling via face-to-face, email and telephone mediums;• Check-in procedures including knowledge of Dangerous Goods;• Efficient management of boarding related tasks to ensure the safe on time departure of aircraft;• Providing customer service to Premium guests;• Effectively managing customer concerns and company expectations during disrupt situations

Melbourne, Australia

Melbourne Area, Australia

Melbourne Area, Australia

Monash University, Finance/Psychology

Education record