Summary
Overview
Work History
Education
Skills
Languages
Certification
Hobbies and interests
Personal Information
References
Accomplishments
Timeline
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Kelera Nadave Saucake

Kelera Nadave Saucake

Suva,Fiji

Summary

Detail-oriented team leader with a knack for making critical decisions, managing deadlines, and conducting team reviews. Possessing expertise in analysis and quantitative problem-solving skills. Dedicated to driving company growth and implementing improvements.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Reservations Coordinator

Pacific Centrecom Ltd
06.2020 - Current
    • Manage day to day client communication
    • Manage Team Leader Inbox-Investigate and provide action plan for performance gaps
    • Conduct Random Quality checks on all workflows
    • Conduct Coaching and feedback with Staff
    • Complete Staff Review
    • Submit Fortnightly Timesheet-Initiate, Document and Issue Disciplinary
    • Analyze Error and Escalation Log and Provide Recommendations to Management
    • Support Staff-Handle escalations
    • Provide answers and guidance to staff
    • Ensure deadlines are met and delays are communicated to respective stakeholders
    • Analyze daily/weekly reports and make recommendations to management where possible
    • Attend weekly Client Catch Up and Send Minutes
    • Initiate staff PIP's
    • Create Team Roster
    • Create agent KPI's unique to each workflow
    • Calibration sessions with quality on a weekly basis to discuss gaps and improvement plans
    • Create action plan to share with clients on gaps and assistance needed

Air Malta Admin Team

Pacific Centrecom Ltd
06.2019 - 05.2020
  • Salesforce exchanges - Exchanging of tickets to vouchers for passengers choosing specific options for their tickets.
  • Personal refunds - Processing refunds for passengers opting for a refund due to canceled flights and closure of airports due to Covid19 outbreak
  • BSP Refunds - Ticket refunds involving travel agents. Correct applications are made and tickets are refunded according to ticket conditions purchased.
  • Action RA workflow

Fiji Airways (ADMIN AGENT)

Pacific Centrecom Ltd
04.2016 - 05.2019
  • -Amadeus experience (Altea Reservation Desktop Web) (interface)
  • -Handle Medical Bookings
  • -Handle Escalations
  • -Ticketing/LAX Ticketing
  • -Ticketing Close Office (for all office)
  • -Making new flight bookings
  • -Rebooking flight reservations-Issuance of EMD
  • -Handling Disruptions
  • -Amadeus Reservations course certificate.

Help Desk Agent (Swiss Account)

Mind Pearl Ltd
01.2013 - 04.2016
  • -Take escalation Calls-Ticketing
  • -Making of new bookings and Rebooking
  • -Assisting of agents on the floor
  • -Amadeus Experience (Cryptic)

Education

Higher National Diploma - Business Management

University of the South Pacific
2025

Diploma - Human Resources Management

UNIVERSITY O THE SOUTH PACIFIC

Diploma - Human Resources Management & Industrial Relations

Fiji National University

High School Certificate - Fiji Seven Examination

SIGATOKA METHODIST HIGH SCHOOL

High School Certificate - Fiji Sixth Form Examination

JASPER WILLIAMS HIGH SCHOOL

High School Certificate - Fiji Junior Examination

SIGATOKA METHODIST HIGH SCHOOL

Skills

  • Client support
  • Positive interpersonal skills
  • Composed in high-stress situations
  • Strong organizational flexibility
  • Workforce performance optimization
  • Critical thinking and analysis
  • Technical knowledge
  • Proficient in problem-solving
  • Prioritization and scheduling
  • Focused listening techniques
  • Passionate and engaged
  • Experienced with Microsoft Office applications
  • Experienced in document creation using MS Word
  • Advanced MS Excel proficiency
  • Slide deck creation
  • Proficient in Sabre V11
  • Skilled in using Amadeus
  • Mona Lisa BSP integration
  • APCO Pay expertise
  • Ingenico payment solutions
  • BOV Bank of Valletta

Languages

English
Fijian

Certification

  • Certificate of Completion- FranklinCovey Get Better®: 15 Proven Practices to Build Effective Relationships at Work
  • Certificate of Completion-FranklinCovey The 4 Disciplines of Execution®
  • Certificate of Completion-FranklinCovey The 5 Choices to Extraordinary Productivity®
  • Certificate of Completion-FranklinCovey The 6 Critical Practices For Leading a Team®
  • Certificate of Completion-FranklinCovey The 7 Habits of Highly Effective People®: Signature Edition 4.0

Hobbies and interests

  • Volunteering
  • Reading
  • Team Sports
  • Traveling
  • Cooking or Baking
  • Gardening or Environmental Activities

Personal Information

  • Place of birth: Lautoka,Fiji.
  • Date of birth: 1989-03-22

References

  • Peter Kaniki (Customer Success Manager),Centrecom, Suva

9384841, Peter.Kaniki@centrecom.com.fj

  • Litiana Salabogi (Quality Assurance Manager - Airlines),Centrecom, Suva

7615772, Litiana.Salabogi@centrecom.com.fj

  • Fanny Raboiliku (Contact Center Manager—Airlines),Centrecom, Suva

223 1881 or Fanny.Raboiliku@centrecom.com.fj

Accomplishments

  • Led the planning and coordination of email SLA initiatives, boosting team efficiency and ensuring consistent compliance with client SLA targets

Timeline

Reservations Coordinator

Pacific Centrecom Ltd
06.2020 - Current

Air Malta Admin Team

Pacific Centrecom Ltd
06.2019 - 05.2020

Fiji Airways (ADMIN AGENT)

Pacific Centrecom Ltd
04.2016 - 05.2019

Help Desk Agent (Swiss Account)

Mind Pearl Ltd
01.2013 - 04.2016

Diploma - Human Resources Management

UNIVERSITY O THE SOUTH PACIFIC

Diploma - Human Resources Management & Industrial Relations

Fiji National University

High School Certificate - Fiji Seven Examination

SIGATOKA METHODIST HIGH SCHOOL

High School Certificate - Fiji Junior Examination

SIGATOKA METHODIST HIGH SCHOOL

Higher National Diploma - Business Management

University of the South Pacific

High School Certificate - Fiji Sixth Form Examination

JASPER WILLIAMS HIGH SCHOOL

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Kelera Nadave Saucake