Natasha Nair

I am hardworking professional. I can communicate with people on all levels. I am flexible, can work under pressure, organized and I have a passion for customer service. I have excellent admin skills, I'm innovative and proactive. 

Thompsons Holidays – Advertising and Marketing Coordinator / Trafficker 

April 2015-August 2020

Reason for leaving – Retrenched

• Managed a team of advertising coordinators.
• Plan the advertising needs of the company by drawing up and maintaining accurate advertising schedules and within budget.
• Undertaking and scheduling daily administrative tasks to ensure the functionality and coordination of the department’s activities.
• Prepare a spreadsheet as a tracking tool for the years advertising.
• Main point of contact for external agencies such as web designers, consortium partners, banking partners and printing suppliers.
• Coordinate the products to be advertised and ensure that advertisements are submitted prior to deadline.
• Plan weekly and monthly advertising and promotional schedules for the various distribution channels and mediums.
• Provide administrative support arranging internal and external meetings.
• Assist in the organising of travel workshops, expos, exhibitions, promotional events and digital campaigns.
• Work closely with schools regarding adverts in school magazines, D6 communicators, billboards and flyers for sporting events.
• Work closely with creative department/designers to ensure the style guide and Corporate Identity is met and adhered to.
• Ensure emailers and mail shots are sent to internet designers and daily design deadlines are met.
• Approve and sign off all flyers, newspaper adverts, mailers and any other marketing adverts.
• Assist in the planning of advertising needs through getting rates, demographics from publications, newspapers and booking space.
• Work with various departments and individuals in the organisation to ensure materials flow through the company in a timely manner.
• Support CEO, sales and marketing teams in coordinating and organising various projects.
• Develop and maintain marketing schedule for the delivery of products.
• Troubleshoot problems to make sure a project remains on schedule.
• Monitor communication and work between departments.
• Report on project status, workloads and accounts.
• Providing timely communication between relevant departments including digital, accounts and creative.
• Holding regular production meetings and status updates.

Campaigns 

• Lead and coordinate campaigns from initial stages through to delivery.
• Analyze campaigns to report on visitor data and user experience.
• Manage campaign resources and update key stakeholders on requirements.
• Work with multiple projects and ensure all parties are informed of progress and problems.
• Drive company marketing strategy through the planning & implementation of campaigns.
• Collate marketing collateral to advertise in through-the-line campaign strategies. 
• Coordinate and manage project deadlines for monthly advertising schedule.
• Manage and monitor team of marketing support (designers, marketing coordinators and PR)
• Establishing B2B & B2C partnerships through joint marketing initiatives within the travel & tourism industry. 

British Airways - 1 May 1997 - 17 April 2015             

Trainer & Contact Centre Executive 

Reason for leaving - Retrenched          

• Managed a reservations team. 
• Action and respond emails & faxes from customers.
• Assist with Customer Relations queries & complaints.
• Handle escalated customer queries and complaints from the Service Centre. 
• Authorize and action the service recoveries for the Executive Club.
• Liaise with banking partners on the Rewards programs.
• Build relationships with Franchise Partner Comair and all banking.
• Assist marketing with setting up terms and conditions for campaigns and promotions.
• Ensure key relationships are maintained on an ongoing basis.
• Undertake and manage adhoc projects. 
• Assess and action discretionary tier upgrades.
• Assist with various projects and events.
• SAP - Auditing of tickets issued & stock reconciliation.
• Attendance Management.
• Trainer.
• Disciplinary.
• Recruitment.
• Performance Management & appraisals.
• Analyze performance data and generate reports to measure team productivity and efficiencies.
• Ensure the Service Levels are met and the lost call rate is maintained in line with corporate standards. 
• Analyze telephone stats, call volumes and average handling times.
• Quality assessment of calls. 
• Listen and record calls for quality purposes.
• Provide support to direct reports by ensuring frequent and robust communication.
• Monitor performance, coach and motivate people to maximize every selling opportunity for British Airways in order to exceed revenue targets.
• Pro-actively monitor and identify key issues and find creative solutions within the company’s procedures and policies. Document agent performance.
• Create team awareness of the revenue importance of each internal and external customer and travel agent and obtain team commitment to deliver a consistent quality of service.
• Set up KPIs & objectives for consultants .
• Handle budget write-offs and service fee waivers. 
• Web support for Ba.com.
• System testing for all new/upgraded reservations systems.
• Business Continuity Plan - Assist with the management of the Telephone Enquiry Centre (Disaster Planning in the event of an aircraft disaster or Pandemic. 

Birnam Business College - Personal Assistant & Student Affairs Advisor 

August 1994- February 1996 

•  Personal Assistant to the Vice Principal.
• Examinations coordinator. 
• Assessed and collated testimonials.
• Organized and coordinated graduations, fund raising events and fun days.
• Issued student cards & student reports.
• Captured all examination marks and printed result sheets.
• Coordinator for invigilation and timetables. 
• Invigilated exams for part time students. 

I completed matric in 1990. I have studied the following;

Basic Sales Principles & Introduction to Marketing 

Certificate for Advanced programmes in Marketing 

Digital Marketing 1,2, 3