Vaani Panierselom
Singapore
Summary
Results-driven aviation and customer advocacy specialist with 20+ years of leadership experience spanning regulatory risk management, complex escalations, and revenue growth strategy. Lead resolution of ~120 executive and regulatory-sensitive cases monthly, achieving >90% CSAT while safeguarding organisational compliance across multiple jurisdictions. Successfully generated >$1M in annual revenue streams, delivered sustained 15% portfolio growth, and managed 100+ regional corporate partners across Singapore, Malaysia, and Indonesia. Known for combining governance discipline with commercial acumen, transforming high-risk challenges into strategic improvements and customer trust.
Overview
22
22
years of professional experience
Work History
Customer Advocacy Specialist
Jetstar Regional Services
05.2022 - Current
- Manage an average of 120 high-risk escalated cases per month, including regulatory, legal, media-sensitive, and executive-level complaints across APAC markets.
- Achieve and maintain CSAT performance above 90% through structured service recovery, empathetic engagement, and governance-aligned resolution frameworks.
- Ensure all complaint resolutions are assessed and aligned with applicable regulatory frameworks including Australian Consumer Law (ACL), Civil Aeronautics Board (Philippines) regulations, CAAS, CASE, and other jurisdictional authorities depending on the point of origin of the complaint.
- Analyse systemic service trends and present actionable insights to senior leadership to drive operational and policy improvements.
- Collaborate cross-functionally across regional teams to strengthen service recovery frameworks and regulatory adherence. Support governance reviews and enhance internal escalation and compliance protocols.
Business Advisor
SME Centre @ Enterprise Singapore
09.2021 - 05.2022
- Advised SMEs on operational restructuring, capability development, and growth strategy.
- Identified business gaps and recommended digital transformation and productivity solutions and assist with applicable grants upto 100% for expansion and growth.
- Facilitated capability workshops and stakeholder networking initiatives.
Business Development Manager
Laminar Aviation Infotech Pte Ltd
10.2018 - 01.2020
- Managed aviation client portfolios across APAC, overseeing tenders, contracts, and partner negotiations.
- Conducted market intelligence and performance analytics to identify growth opportunities.
- Coordinated strategic initiatives between global internal teams and client executives.
- Prepared executive presentations, board reports, and strategic proposals for senior leadership.
Business Development Manager
Tourmasters Travel Pte Ltd
07.2017 - 10.2018
- Developed marine and crew travel partnerships across Asia, building a >$1M annual revenue stream.
- Expanded key account portfolio and improved service delivery coordination.
- Negotiated commercial agreements and strengthened long-term corporate relationships.
Sales Manager
Jet Airways Singapore (GSA) Tourmasters Travel
03.2009 - 07.2017
- Managed and expanded a portfolio of 100+ travel trade partners across Singapore, Malaysia, and Indonesia – Annual growth of 15 %
- Drove regional revenue growth through strategic account planning and performance reviews.
- Represented Singapore market in regional sales forums and supported HQ with sales forecasting and reporting.
Sales Manager
Kingfisher Airlines
01.2008 - 01.2009
Administrator
Pricewaterhouse (PWC)
01.2007 - 01.2008
Sales & Reservations Officer
Air Mauritius
01.2004 - 01.2007
Education
Diploma - Digital Transformation
01-2026
RISE 2.0 - Rapid & Immersive Skills Enhancement
01-2025
Certificate - People & Relationship Management (Social Media & AI Platforms)
01-2025
Specialist Diploma - Business Analytics
Temasek Polytechnic
01-2024
Diploma - Digital Business
01-2021
WSQ Diploma - Leadership & People Management
01-2020
ICDL - Advanced Spreadsheets (MS Excel)
01-2020
G.C.E A Levels - undefined
Outram Institute
01-1998
Skills
- Strategic Partnership & Account Management
- Regulatory & Governance Liaison (CASE, CAAS CAB)
- Executive & Board-Level Reporting
- Business & Revenue Growth Strategy
- Cross-Regional Stakeholder Engagement (APAC)
- Business Analytics & Performance Insights
- Crisis & Escalation Management
- Digital Transformation & Process Optimisation
Timeline
Customer Advocacy Specialist
Jetstar Regional Services
05.2022 - Current
Business Advisor
SME Centre @ Enterprise Singapore
09.2021 - 05.2022
Business Development Manager
Laminar Aviation Infotech Pte Ltd
10.2018 - 01.2020
Business Development Manager
Tourmasters Travel Pte Ltd
07.2017 - 10.2018
Sales Manager
Jet Airways Singapore (GSA) Tourmasters Travel
03.2009 - 07.2017
Sales Manager
Kingfisher Airlines
01.2008 - 01.2009
Administrator
Pricewaterhouse (PWC)
01.2007 - 01.2008
Sales & Reservations Officer
Air Mauritius
01.2004 - 01.2007
RISE 2.0 - Rapid & Immersive Skills Enhancement
Certificate - People & Relationship Management (Social Media & AI Platforms)
Specialist Diploma - Business Analytics
Temasek Polytechnic
Diploma - Digital Business
WSQ Diploma - Leadership & People Management
ICDL - Advanced Spreadsheets (MS Excel)
G.C.E A Levels - undefined
Outram Institute
Diploma - Digital Transformation
CAREER HIGHLIGHTS
- Successfully managed regulatory and reputational risk cases within Jetstar, influencing service policy improvements.
- Generated >$1M revenue through marine travel partnership development.
- Built long-term cross-border partnerships across Singapore, Malaysia, and India aviation markets.
- Strengthened executive reporting frameworks supporting board and leadership decision-making.