Sajna Nowfal
Dubai,UAE
Summary
Experienced professional specializing in Global Distribution Systems such as Sabre, Amadeus, and Galileo, with a solid foundation in airline ticketing and fare construction. Demonstrated expertise in relationship and operations management within the travel industry. Skilled in advanced Excel functions, including VLOOKUP and pivot tables, with a focus on data analysis. Proven track record in enhancing operational efficiency through stakeholder engagement and rigorous quality control processes.
Overview
19
19
years of professional experience
2026
2026
years of post-secondary education
Work history
Travel Consultant
DNATA
, United Arab Emirates
09.2014 - 08.2025
- Achieving accurate and timely management of manual invoicing processes for trade documents, OTA customers and regional clients.
- Handled end-to-end ADM (Agency Debit Memo) processing, including validation, dispute resolution, and reporting, ensuring compliance with airline policies and minimizing revenue leakage
- Review processes, analyse high risk areas, handle quality checks, and ensure adequate maintenance of prevention and detection controls to ensure completeness, timelines of processing, accounting, billing and accuracy of computation and settlement.
- Provide business support and departments strategic operational initiatives through providing MIS reports KPIs and key information for monthly and quarterly review reports on time and by optimising use of available technology
- Managed multi-channel customer travel inquiries with efficiency and courtesy, delivering prompt reservation services for various travel components.
- Maintain a comprehensive database of customer complaints, feedback and compliments in order to generate monthly reports and recommend procedural and policy changes where ever necessary supported by sound analysis
- Deliver a consistently high-level quality customer service and communication to internal and external customers/stakeholders. Liaise with relevant stakeholders to meet defined work goals.
- Skillfully negotiated and processed group travel for corporates and agents, providing full-service solutions from ticketing to seating to maximize revenue.
- Promote travel packages, products, and services to potential clients.
- Resolve disputes, queries, discrepancies with internal and external stakeholders.
- Created comprehensive monthly and quarterly reports on sales performance including detailed analysis of incentives and commission distributed to agents, facilitating strategic planning and operational enhancements.
- Ensure timely processing, accounting and payments of supplier invoices, incentive, and refunds.
- Review and implement SOPs and KPIs in the department, based on our standard customer requirements, regulatory and industry standards.
- Reconcile customer, and general ledger accounts, ensuring all matching entries are offset.
- Investigate any genuine outstanding items and report them to the Key Account Manager and assist in taking corrective actions by working closely with finance.
- Monitor and ensure the timely and accurate preparation of monthly, quarterly, and annual financial reports.
- Address queries from internal departments like Finance, RIS, and the Refunds team regarding payments, invoices, and discrepancies in cash and card transactions.
- Collaborate with relevant departments to ensure timely and accurate responses.
- Sending daily sales reports and accounts with less Credit Limit notifications to Key Account Managers.
- Utilized excel to extract, clean and analyze data from multiple sources, generating actionable insights for the marketing and sales teams.
- Processed reservations and payments using reservation systems and booking platforms, ensuring accuracy and compliance with company policies and procedures.
Travel and administrative executive
OCEAN AIR TRAVEL AND TOURISM
08.2013 - 08.2014
- Facilitated ticketing, Hotel booking, transfers, and inbound holiday packages.
- Create customized travel itineraries.
- Handle all aspects of group booking processes, from inquiry to confirmation.
- Manage and coordinate group bookings to ensure seamless planning and execution.
- Advise clients on passport validity and visa requirements based on their destination.
- Advise clients on travel regulations, health advisories, and entry requirements.
- Check visa requirements for various destinations based on nationality, travel purpose, and duration.
- Maintain client records and build long-term customer relationships through excellent service.
- Make outbound calls to the targeted market and closure of sales.
- Preparing Sales performance reports to track progress and identify areas for improvement.
Senior Travel consultant
ALHIND TOURS AND TRAVELS INDIA PVT LTD
09.2008 - 06.2013
Customer Service Executive
HDFC BANK INDIA
06.2007 - 08.2008
Junior Travel Consultant
AIR TRAVEL ENTERPRISES INDIA PVT LTD
04.2006 - 05.2007
Education
Certified Management Accounting -
ZABEEL INSTITUTE
IATA-UFTAA Foundation &EBT course - undefined
SPEED WINGS ACADEMY AVIATION-INDIA
Bachelor of Commerce - undefined
CALICUT UNIVERSITY-INDIA
Skills
- Global distribution systems expertise-Galileo/Amadeus/Sabre
- Airline ticketing and fare construction
- Relationship management
- Business operations management
- Travel operations coordination
- Collaborative teamwork
- Attention to detail
- Stakeholder engagement strategies
- Excel proficiency: VLOOKUP, pivot tables, macros, Power Query, data analysis
- Technology proficiency
- Problem-solving abilities
- Time management skills
AWARDS &RECOGNITIONS AT DNATA
- 07/2025, Bronze Najm Award, Recognized for performance driven mindset and independently handling ADMs and Discrepancies
- 02/2022, Bronze Najm Award, Recognized for outstanding performance and dedication.
- 03/2020, Silver Najm Award, Honoured for consistently exceeding performance expectations.
- 02/2020, Appreciation Najm, Commended for exceptional contributions to team success.
- 05/2019, Appreciation Najm, Acknowledged for strong work ethic and team collaboration.
- 02/2019, Merit Najm, Recognized for professionalism and commitment to excellence.
- 01/2018, Silver Najm, Awarded Employee of the Year for exemplary service and performance.
- 01/2017, Merit Najm, Acknowledged for consistent performance and reliability.
Timeline
Travel Consultant
DNATA
09.2014 - 08.2025
Travel and administrative executive
OCEAN AIR TRAVEL AND TOURISM
08.2013 - 08.2014
Senior Travel consultant
ALHIND TOURS AND TRAVELS INDIA PVT LTD
09.2008 - 06.2013
Customer Service Executive
HDFC BANK INDIA
06.2007 - 08.2008
Junior Travel Consultant
AIR TRAVEL ENTERPRISES INDIA PVT LTD
04.2006 - 05.2007
IATA-UFTAA Foundation &EBT course - undefined
SPEED WINGS ACADEMY AVIATION-INDIA
Bachelor of Commerce - undefined
CALICUT UNIVERSITY-INDIA
Certified Management Accounting -
ZABEEL INSTITUTE
Similar Profiles
Sana ParvinSana Parvin
Airport Customer Service Agent at DnataAirport Customer Service Agent at Dnata
A.M MOHAMED RASITHA.M MOHAMED RASITH
Cargo Agent DWC at dnataCargo Agent DWC at dnata
Ian Savio MurzelloIan Savio Murzello
Flight Watch Coordinator- OJT at DnataFlight Watch Coordinator- OJT at Dnata
Juvenal Sanchez Jr.Juvenal Sanchez Jr.
Ramp Agent at DNATARamp Agent at DNATA
DENIS SSEMATADENIS SSEMATA
Equipment operator at Emirates GroupEquipment operator at Emirates Group