SAP
Hima Anna Abraham
Procurement / Customer Service Professional
Dubai
Summary
Self-motivated Aviation and Facilities Management professional with 9+ years of proven history of meeting company goals utilizing consistent and organized practices in customer service and procurement functions. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Looking for further professional skills along the way in order to pursue a gratifying career that allows to constantly raise the bar of performance resulting in a steady progress from a mid-management role towards higher assignments.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Procurement Administrator
Bloom Facility Management
Abu Dhabi
05.2021 - 07.2022
- Responsible for managing end-to-end procurement process. Sourced vendors, built relationships and negotiated prices. Developed productive relationships with key account holders.
- Vendor Registration in SAP.
- Responsible for verifying created PRs and perform commercial evaluation to get best price possible.
- Tender Management - Creation of RFPs, Obtaining quotations, Creating commercial evaluation, negotiation, PO processing as per PR, final handover.
- Reviews purchase orders on contracts or agreements to assure that quantities, specifications, and other conditions are in accordance with approved plans.
- Reviews bids received for outstanding contracts to determine source of supply and lowest cost, based on terms of contract.
- Vendor registration and evaluation.
- Worked with clients to resolve claim issues quickly and efficiently.
- Negotiated and finalized contracts.
- Assessed areas of service concern and developed improvement plans.
- Revenue Generation – Prospecting, Qualifying, Client engagement, Developing RFQs & Proposals.
- Negotiating with suppliers in terms of New contracts like Annual Maintenance Contracts and variable jobs.
- Review contracts and update required details (Payment terms, service start & end, effective date) on PO before issuing to suppliers.
- Completing Purchase Order forms and issuing Purchase Orders in accordance with applicable Client Purchasing Policies and Procedures.
- Attending Process and Operations calls, both internal and external.
- Gave various ideas/suggestions related to Client Value Creation thereby reducing overhead costs.
- Maintain standards of honesty and integrity, and acts ethically. Transparent in sharing information and respect confidentiality as required.
Maintenance Officer
Abu Dhabi Commercial Properties
Abu Dhabi
12.2018 - 08.2019
- Complaint Management related to all Maintenance issues and ensures customer satisfaction and retention.
- Executive secretary to Head of Department, Facilities Management. Accurately executed secretarial tasks, maintaining smooth administrative operations.
- Liaised with contractors and third parties to facilitate specialist maintenance.
- Answered high-volume daily telephone and email enquiries, minimizing correspondence backlogs.
- Reduced costs and improved operational efficiencies by streamlining processes.
- Drafted, printed and compiled important formal documentation, strictly meeting required standards.
- Recorded meeting minutes accurately, communicating with relevant teams for prompt action.
- Worked to facilitate positive, productive working environments through reliable administrative support.
- Monitored employee progress, offering feedback to management on additional training requirements.
- Proactively identified and solved complex problems related to employee training, management and business direction.
- Recorded data, completed relevant paperwork, and reviewed targets.
- Designed training programs tailored to company needs.
- Planned training schedules, prepared materials and booked necessary rooms and facilities.
- Provide support to key teams in administrative capacity.
- Vendor Registration.
- Provides feedback from customers and vendors to higher management about service delivery in order to enhance service quality.
Travel Consultant
Omeir Travel Agency
Abu Dhabi
01.2018 - 12.2018
- International and domestic bookings of tickets and reservations, cancellations, refunds or any changes related to ticketing and travel dates using SABRE CRS.
- Provide thorough, friendly, and effective customer service to all customers during travel booking process.
- Offered exemplary service to new and existing clients, helping to build lasting relationships and secure new travel assignments.
- Supervised payments via credit cards and debit cards and handled all sensitive information with professionalism and discreteness.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Group bookings management.
- Work with team leader and colleagues to improve processes and develop business opportunities to harness full potential in department.
- Utilized proper selling techniques and strategies to maximize budgeted room occupancy and ancillary revenue goals.
- Handling medical cases like wheel chair, Stretcher passenger expectant mothers and Passengers with Reduced Mobility.
- Advised customers on visas and travel safety.
- Provide all requested information including space availability, pricing, discounts, promotions, and general information to customers.
- Oversaw bookings using Amadeus GDS.
- Resolved complaints, cancellations and refunds with mutually beneficial solutions.
Airport Services Agent
Qatar Airways
Bangalore
04.2016 - 09.2017
- Qualified trainer for Altea Customer Management and Flight Management systems, responsible to conduct adequate training to below and above wing system activities. Also, maintained training records for station (both QR and GHA) for reference and audit purposes.
- Self was proudly part of Bangalore station known for its best customer service standards and part of efficient team who achieved Platinum status continuously year after year and number one in network.
- Handling reservation related activities like issuing/ reissuing Tickets, Manual and Electronic Miscellaneous document for counter sell, through AMADEUS system.
- Participated in Local Emergency Response Plan held by Qatar Airways and actively performing exercises at station to ensure readiness of airline for emergency situation.
- Participation in internal and external audits and to ensure operational excellence is maintained.
- Flight editing – Helps in preparing team for smooth flight operation.
- Responding to emails and handling customer/various department queries within stipulated time frame.
- Effectively handling customer queries, travel document and excess baggage issues at check in counters.
- Ensuring smooth boarding process with appropriate airline standards and time bound targets followed by GHA.
- Ensuring Ramp activities happen adhering to Airline standards with regards to Safety and Security by proper liaison with Ground Operation Manager and Ramp Supervisor.
- Resolving various baggage irregularity issues (HAQIBA) at arrival hall to logical conclusion to minimize customer complaints.
- Conducting Quarterly Manual Flight Handling exercises for Qatar Airways with relevant maintenance of records as per Qatar Airways standards.
- Handling flight irregularities like AOG (Aircraft on Ground), delays and cancellations in efficient manner.
- Monitor GHA in flight operations for Qatar Airways in Bangalore Station.
- Handles administrative functions including flight stationery.
Passenger Services Agent
Globe Ground India Pvt.Ltd.
Bangalore
11.2011 - 04.2016
- Handled Air France GHA team in complete flight operations in areas like pre- flight, check In, Boarding, Arrivals, Turn around Co-ordination, Ramp operations and trainings.
- Issuing tickets, collecting payments from customers and making changes to customer's reservations and checks in passengers to ensure customers have right tickets to their desired destination.
- Monitor Self Check-in Kiosks and ensure Passengers are briefed on process and usage of kiosks.
- K agent for Air France - Ramp Operations & Centralized Loading Department Coordinator.
- Instructing ramp team about ULD plan, coordinating with BMA and BBA and ramp supervisor to release aircraft on time, also giving assistance in Captain's Flight briefing.
- Monitor all functions of mishandled baggage handling in arrival, proper checks in World Tracer for bags and in order to ensure best services to customers on arrivals.
- Managed team member schedules and work assignments.
- Announced flight status updates and information about gate changes over PA system.
- Trained and mentored junior consultants in customer service best practices.
Education
BBA - Business Administration
Dr.C V Raman University.
Bangalore, India. 07.2011 - 09.2014
High School Diploma -
Aptech Aviation Academy
Bangalore, India. 05.2010 - 05.2011
Skills
Exceptional Customer Service
Software
ALTEA Check In and Flight Management System
YARDI Property Management System
AMADEUS Reservation System
SABRE Reservation System
HAQIBA – Baggage Services - Qatar Airways
World Tracer Management
OSCAR (Excess Baggage / Reservations) – Air France / KLM
Accomplishments
- Recognized by Qatar Airways for the dedication and commitment in upholding QR Core values by demonstrating exemplary services.
- Best Employee of The Quarter (April - June 2012) Air France, Globe ground India Pvt. Ltd.
- Train the Trainer for Altea CM and FM for Qatar Airways.
- Worked on ALTEA CM cut over for SRILANKAN Airways, Bangalore and ALTEA FM cut over for Air France, Bangalore.
- Customer Service Trainer for Air France GHA team.
- K agent for Air France (Ramp Operations).
- Selected for the Air France HUB visit in Paris CDG airport for exceptional performance as the top seller of cabin Upgrades at the airport by Air France for the year 2014 - 2015.
- Trainer of the Year 2015 - Globe Ground India Pvt. Ltd.
- Special recognition and appreciation by Swiss Consulate General for the excellent handling during Bomb Threat Flight at Bangalore Airport.
- Appreciated by Managers for good performance, initiative and punctuality.
Additional Information
- Flight Disruption handling in Amadeus - Qatar Airways.
- Train the Trainer – Altea CM and FM - Qatar Airways.
- Complaint Resolution Official - Qatar Airways.
- LERP - Local Emergency Response Plan – Qatar Airways.
- Aviation Security (AVSEC) – Qatar Airways.
- UK, USA, Canada, Schengen Visa document check.
- Ramp Operations for Air France and Qatar Airways.
- DGR CAT 10 & CAT 8.
- Safety Management System.
- One World Frequent Flyer Program.
- Aircraft Rescue and Firefighting (ARFF).
- LERAP - Local Emergency Response Action Plan, Air France Ramp Safety.
- COP – Disruption Transfer Tool in ALTEA DC.
- Signature of Services in Customer service – Air France (SOS)
- Soft Skills.
Certification
IELTS - Band 7 - Level C1
Quote
Your time is limited, so don’t waste it living someone else’s life.
Steve Jobs
Timeline
IELTS - Band 7 - Level C1
09-2022
Procurement Administrator
Bloom Facility Management
05.2021 - 07.2022
Maintenance Officer
Abu Dhabi Commercial Properties
12.2018 - 08.2019
Travel Consultant
Omeir Travel Agency
01.2018 - 12.2018
Airport Services Agent
Qatar Airways
04.2016 - 09.2017
Passenger Services Agent
Globe Ground India Pvt.Ltd.
11.2011 - 04.2016
BBA - Business Administration
Dr.C V Raman University.
07.2011 - 09.2014
High School Diploma -
Aptech Aviation Academy
05.2010 - 05.2011
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