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SATHA NANTHAN LETCHUMANAN

@sathananthanletchuma

Strategic Account Manager at IATA who managed 40+ airline partnerships across APAC and delivered 90%+ retention.

At the International Air Transport Association (IATA), I managed the commercial lifecycle for 40+ airline partners across APAC, developing account strategies that delivered 90%+ retention. I worked with airline finance, treasury and operations leaders on platform adoption, renewals and product-led revenue growth.

I used BSP and CASS settlement data to identify growth opportunities and build commercial business cases. I also led regional enablement for IATA's customer portal, deploying AI-enabled service templates that reduced resolution time by 25%.

More recently, I managed commercial relationships for 30+ clients annually at Nanthan Photography Ltd, overseeing contracts, renewals and delivery with 95%+ client satisfaction. My experience also includes customer service at Barclays PLC and Link Group UK, account coordination at TripAdvisor Inc, and business development at SolarWinds Software (APAC).

Experience

Work history, roles, and key accomplishments

Current

Director and Founder

Current

Nanthan Photography Ltd

Nov 2023 - Present (3 years)

Managed commercial relationships for 30+ clients annually, overseeing contracts, renewals, project delivery and financial administration with 95%+ client satisfaction and 40%+ repeat business. Operated independently across all client-facing and operational functions, coordinating 50+ concurrent engagements and ensuring 100% on-time completion.

Contract Management Customer Relationship Management Project Delivery Financial administration Business Development Pricing Strategy Customer Acquisition

Customer Service Specialist

Barclays PLC

Apr 2023 - Oct 2023 (6 months)

Managed incoming corporate client calls focused on complex KYC mandate requirements and documentation within a highly regulated financial environment. Maintained 95% first-contact resolution and 98%+ SLA adherence while processing 35+ complex client inquiries daily.

KYC Customer Service SLA Adherence First Contact Resolutions Cross Functional Collaboration Process Improvement

Customer Service Administrator

Link Group UK

Mar 2022 - Dec 2022 (9 months)

Managed up to 80 daily client and Independent Financial Advisor (IFA) queries, ensuring 100% documented accuracy and 95%+ SLA compliance for audit readiness and regulatory reporting. Executed identification and verification procedures for every inquiry, promptly escalating complex complaints or non-standard risks.

Customer Service SLA Compliance Documentation Verification Escalation Management Process Improvement

Senior Customer Services Specialist

International Air Transport Association (IATA)

Jun 2013 - Dec 2020 (7 years 6 months)

Managed the full commercial lifecycle for 40+ airline partners across APAC, developing localised account strategies and pipeline activities that delivered 90%+ retention. Analysed performance via BSP and CASS settlement platforms to identify growth opportunities and build commercial business cases.

Account Management BSP CAS Airline Partnerships Customer Retention Business Case Development Upselling Contract Management AI Enabled Service Templates Enablement

Account Coordinator

TripAdvisor Inc

Sep 2012 - Jun 2013 (9 months)

Drove regional revenue growth by managing account development and upselling Business Listing subscriptions for travel partners across APAC. Maintained 100% data integrity within Salesforce CRM, providing accurate pipeline tracking and reporting.

Account Management Upselling Salesforce Data Integrity Pipeline Management Revenue Growth

Business Development Executive

SolarWinds Software (APAC)

Jan 2011 - Aug 2012 (1 year 7 months)

Executed high-volume lead generation and qualification (150+ daily) across APAC markets, maintaining a robust sales pipeline for regional leadership. Maintained 100% data integrity in Salesforce and NetSuite, delivering weekly pipeline and forecasting reports.

Lead Generation Sales Pipeline Salesforce NetSuite Forecasting Data Integrity

Reservations & Support Specialist

Northwest Airlines Inc

May 2007 - Mar 2009 (1 year 10 months)

Provided comprehensive global reservations support, managing complex bookings, schedule changes and financial verifications for international travellers. Developed a foundational understanding of global airline operations and trip support services.

Reservations Airline Operations Customer Support Financial Verification