Vin Gill Email & Phone Number

Singapore

IATA Timatic is a global leader in providing real-time, accurate, and comprehensive information about international travel regulations and requirements. With a history spanning more than 60 years, Timatic has a long track record of innovation and excellence in the travel industry. Timatic's solutions are used by airlines, travel agents, and other travel industry professionals to help travelers navigate the often complex world of travel documentation and compliance.• Responsible for maintaining Timatic (database of international air travel rules and regulations) while collecting data for verification and analysis• Ensured translation of data into simplified language, created automated rules and processes• Enabled airlines and ground handles to automate the passenger travel document compliance process• Provide operational support to airlines and other Timatic users related to their use of Timatic to improve operational effectiveness and a positive customer experience• Contribute to the ongoing development of existing and creation of new products and services

Singapore

• RISE is an SGUnited 6-month experiential learning programme designed by DigitalBCG Academy that is developed by Boston Consulting Group (BCG) which is to enhance employability by building high-demand business and digital skills• The focus is on continuous learning and learning new skills such as business leadership, structured problem solving, agile ways of working, user-centric design, human-centered design (HCD), as well as python, SQL, business intelligence (linking business & analytics) with real-world cases for projects, hackathon and capstone

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Completed 6-months contract with the Customer Experience Group (CEG) English Team• Delivered excellent customer service and managed the needs of customers and partners via email, phone and live chat• Delivered business strategies and improve customer service through the execution of self-service

Embarked on a journey of self-discovery, to become a student of the world and reconnect with family and passions. This break allowed me to step away from my routine and explore new perspectives, cultures and ideas. By dedicating time to my personal growth, I gained a deeper understanding of myself and my goals, which positively impacted my personal and professional life.

Singapore

• Responsible for innovation and mobile technology-led projects to deliver positive customer experience while providing support through scope, objectives and detailed planning processes • Improved customer experience by reviewing verbatim responses from net promoter scores (NPS) • Assisted the mobile team with User Acceptance Testing (UAT) before rolling out improvements toexisting features and implementing relevant value-added enhancements periodically• Maintained ongoing stakeholder relationships and communications with key stakeholders • Proposed and implemented timely solutions to project issues and risks in line with the business risk frameworkKey Achievements:• Drove an increased number of customers towards online check-in by 5%-10% by targeted email marketing by leveraging IATA Timatic solutions and straight-to-gate initiative • Support mobile technology initiatives to deliver positive customer experience and seamless travel experience by focusing on ports with potential high usage of mobile boarding passes to leverage on concession for ground handling fees• Drove 3 projects on increasing kiosk usage and applying automation at Changi Airport by identifying and removing restressed special service requests (SSR)• Achieved approx. $1 million in cost saving by driving projects on increasing kiosk usage at Changi Airport to leverage on concession for ground handling fees by identifying and applying automation• Liaised with Changi Airport Group (CAG) and Civil Aviation Authority of Singapore (CAAS) on fast and seamless travel (FAST) initiatives such as biometrics and electronic bag tags

Singapore

• Ensured consistency of customer service standards and achievement of Key Performance Indicators (KPIs), including On-Time Performance (OTP), NPS, safety, security and cost management • Proposed customer recovery actions during disruptions throughout the operations network for effective recovery actions following disrupt policies • Drove the adherence to the Precision Timing Schedule (PTS), to achieve OTP performance• Fostered an enhanced awareness among the team members for excellent OTP performance, safety and security policies through regular and clear communication, meetings and updates • Managed performance and engaged with the ground handler to establish positive customer experience and consistent ancillary collections Key Achievements:• Supported safety, security and quality assurance teams during airport audits• Led the team from ground operations for pre-audit and operational start-up in Okinawa, Japan • Vendor and SLA management for external handling companies in Malaysia, Indonesia and Japan

Singapore

• Applied appropriate judgment to executive, regulatory and legal cases across the Asia Pacific region to ensure that a positive outcome is achieved, whilst factoring cost and risk • Collaborated with internal departments and wider business units to ensure timely outcomes on cases while identifying trends and opportunities for business improvements • Identified gaps in the various working units within the business to prevent similar occurrences Key Achievements:• Hand-picked to facilitate with business crisis in Bali and Singapore• Led the Singapore team as a subject matter expert and mentor• Represented the business autonomously at small claims court in Singapore as part of the Customer Advocacy Team

Melbourne, Australia

• Responsible for escalated cases and maintained customer relationship platform, including reporting• Identified trends and insight on opportunities to rectify issues, as first-case resolution • Facilitated Customer Advocacy Team to recover customers that presented issues to the external Airline Customer Advocate Key Achievements:• Coordinated in ad hoc customer focus projects at Sydney and Gold Coast Airport

Melbourne, Australia

Part-time employment during university focused on conducting computer-assisted telephone interviewing for market research purposes whilst delivering a high standard of customer service and recording client responses accurately.Past projects included customer satisfaction research for one of Australia’s major banks, Brisbane City Council, VicRoads, and the Western Australia State Government.

Melbourne, Australia

As a Market Research Interviewer during my university studies, I conducted computer-assisted telephone interviews to gather valuable client insights. Alongside delivering high customer service standards, I ensured the accurate recording of client responses. This experience allowed me to hone my multitasking, communication, and attention-to-detail skills while demonstrating my ability to work efficiently under tight deadlines.

Melbourne, Australia

Employed at the Australian Open Tennis Championships between 2008 to 2011 for two weeks each season.

Singapore

• Completed apprenticeship as an aircraft mechanic (airframes and engines)• On-hand training with airframe and engine, avionics, structure and aircraft interior maintenance departments• Structural technician on structural repairs, modification, and fabrication for parts of B747, B767, MD11, DC10, A310

Bachelor Of Aviation & Bachelor Of Business, Management And Marketing

Rise By Digitalbcg Academy Trainee – Business & Data Analytics Track

RISE is an SSG 6-month programme designed to enhance employability by building high-demand business and digital skills. Created.

Certified Scrum Product Owner (Cspo-Fs)