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RESUME OF AZLAN A TANJONG
23 years work experience in various aspects of IT, marketing, airport operation, ground handling,
airline lounge and business management within the transportation industries
Current Address
Address
:
29, Jalan Puncak Setiawangsa 5,
Taman Setiawangsa,
54200 Kuala Lumpur
Tel (Home) : -
Tel (Office) : 60 – 03 – 8777 5522
Tel (Mobile) : 012-340 8651
Email : azlan.atanjong@malaysiaairlines.com
Personal Particulars
Age : 46 years old Date of Birth : 03 August 1968
Nationality : Malaysia Gender : Male
Marital Status : Single IC No. : 680803 – 12 - 6283
Educational Background
Highest Education
Level : Bachelor's Degree in
Industrial Engineering
Graduation
Date
: May 1991
Name of
Institution
: University of Arlington at Texas
Location : United States of America
Personal Background
 A dynamic leader and a mentor to my subordinates.
 A member of the myDJ “Trans former” group programme - a programme that is developed to
groom future leaders in the organisation.
 An iCAN Lead trainer in MAS – a training programme developed with the aim of creating a team
with High Integrity, Connected, Competitive, Can Do and Accountable behaviours.
 A person who is highly adaptable to new working environment ; as evidenced by my movement
in the Company doing projects and leading different business units since the last 23 years.
 A very experience leader and able to lead a team to achieve the goals ; as evidenced by the
achievement listed in this CV.
 Well verse with corporate governance process and adhered strictly to the governance process.
 Analytical and process oriented leader – acquired through the involvement in various high profile
IT and business projects.
 Ability to understand the complexity of market segments due to the exposure in doing market
research.
 Ability to understand the complexity of airport operations and the associated cost structure.
 Excellent communication and negotiation skill; involved in various discussion and negotiation
with Ministry of Transport for Rural Air Service and BIMP-EAGA expansion for MASwings, a
negotiator for FOCA ground handling contract in Malaysia.
 Excellent project management skills.

Details of Experience Key responsibilities Significant achievement
Division : Customer Service
Department : Airport Services
Number of employees : >
2,400
Duration of employment :
01 October 2012 – Present
Position :
Vice President Airport
Services (Ground Handling,
Line & Lounge)
Formulate strategy, set clear direction and
provide strong leadership to develop a strong
and disciplined team that is able to deliver
consistent product and service with full
compliance to all safety & security
regulations, MAS corporate governance
policies and process, Service Level
Standards while increasing ancillary revenue
and managing operational cost. Details are
as follows :
 Lead and develop resources to
strategise the growth of a profitable
ground handling and lounge business
that will improve MAS ancillary revenue.
 Lead contract negotiations together with
Strategic Procurement for all new FOCA
business contracts for ground and
lounge services to optimise ancillary
revenue and protect MAS interest.
 Plan and direct engagement with FOCA
to maintain business relationship and to
enhance customer satisfaction.
 Plan with Airport Services and Lounge
team to ensure effective resource
planning and efficient products and
services delivery that are in full
compliance with Service Level
Agreement (SLA) signed with FOCA.
 Lead and direct management of 3rd party
ground handling and lounge contracts to
ensure full compliance with all safety
regulations and signed SLA as well as to
take the necessary actions for any non-compliance.
 Collaborate with Strategic Procurement
(SP) to initiate tender process, evaluate
proposal and negotiate for 3rd party
ground handling & lounge services
contract to ensure services by appointed
3rd party lounge are meeting regulation
requirements at the most reasonable
cost and MAS desired Service Level
Agreement.
 Establish and direct all Line and Lounge
operations processes and business to
support line station operations and to
manage 3rd party services at station and
ensure full compliance to all safety
regulations and industry standards.
 Identify and develop staff development
program that shall provide staff with
enhancement in knowledge, skill,
competency, values and career
progression
 Ground Handling :
o Total revenue increase
by RM19.2m (+24.5%
compared to 2012) to
RM97.6m in 2013.
o Number of FOCA
increased by 7 new
customers to 48 in 2013
including Air Lanka.
(KLAS Customer)
o Leading GHM team for
negotiation with Air
France and won the
contract.
o Winner of MH Anugerah
2013 for the “Mos t
Improved Ancillary
Revenue” team.
 Golden Lounge
o Successfully negotiated
contract with MAS
Awana for F&B,
Manpower and
Housekeeping with a
saving of RM5.83m for
3 years contract from
the original quotation
(2012 – 2015)
o MH Anugerah 2012 for
“Mos t Innovative
Product” – Hybrid Cabin
Crew who works both
on ground and on air.
o Total revenue increase
by RM5.3m (+108%
compared to 2012) to
RM10.2m in 2013
o Introduced selling of
access to Golden
Lounge for Economy
Class passengers
o Introduced Last Minute
Upgrade
o Completed negotiation
with all oneworld
carriers for lounge rates
o Successfully closed
SYD Golden Lounge
and leverage on
oneworld lounge – cost
avoidance of MYR476K
per annum
o Switching BKK Lounge
from TG to Louis
Tavern Lounge
resulting in cost savings
of RM500K per year

o 9% in reduction of
Golden Lounge Food &
Beverage cost 2013
from the approved
budget (RM40.30m to
RM36.62m) system
wide.
 Line Station
o On Time Performance
(Avoidable) reduction
by 25% cases
compared to 2012.
o Launching of myDJ
Station Manager
programme to
harness internal
talents to become
knowledgeable and
well-rounded station
head.
o Go Team Leader for
MH370 crisis in
Beijing.
o Lead Team to take
care of MH17 Next of
Kin in Malaysia.
o Implement Project
Baseline to track and
monitor ground
handling expenses at
line stations.
o Team member of
Customer Service
Division Safety and
Security Council that
won MH Anugerah
2013 for “Bes t Safety
Initiatives ”.
Department :
EIS A380 Project, Customer
Experience
Number of employees : > 10
01 April 2012 – 30 Sep 2012
Position :
Senior Project Manager ,
Customer Experience
 Specifically in the Entry Into Services
(EIS A380) Project team focusing on
Lounge Refurbishment & Revamped
Service Concept as well as revamped
Chef-On-Call Project to coincide with the
launching of A380.
 Focusing on the introduction of “Hybrid
Cabin Crew” to raise the s tandard of
services in Golden Lounge with the
introduction of New Platinum Lounge
offering Meet & Greet Services, fine
dining services.
 Work directly with various Project
Manager/Owners in order to track all
project activities in order to ensure
smooth progress of Entry Into Service
(EIS) A380 project implementation plan
and timely deliverable of all projects.
 Provide support to assist individual
Project Manager/Owner and team
 Focusing on the introduction
of “Hybrid Cabin Crew” to ris e
the standard of services in
Golden Lounge with the
introduction of New Platinum
Lounge offering Meet &
Greet Services, fine dining
services.
 Leading the implementation
of various new customer
experiences in MAS
particularly in the area of call
centre, ticket office, Food &
Beverage and airport
operation.

members to plan and implement projects
through the discipline of project
Management.
 To be ‘One Stop’ reference point for any
project or initiatives under Customer
Experience Division
Department : eBusiness
Number of employees : 25++
01 October 2011 –
31 March 2012
Position :
Senior Manager – Head of
eBusiness, Customer
Experience
 Oversee the development and
operational of the Malaysia Airlines
Internet Booking engine
 Ensure that the enhancement and
development works to improve customer
experience online at the purchase stage
 Ensure that the operational of the
Internet Booking engine is smooth and
any operational issues are being
addressed to ensure availability as well
as accessibility of the booking engine to
online customers
 Oversee the development and
operational of the Malaysia Airlines
website which host the Internet Booking
Engine to ensure the platform is
operationally stable and competitive to
attract customers
 Oversee the development and operation
of social media platform to ensure
communication and marketing activities
can be disseminated to the customers
on time
 Oversee the operation of eBusiness by
providing external and internal customer
support with regards to online booking,
eTicket, web check-in, mobile check-in
and etc.
 Manage cus tomers ’ iss ues and
problems through trouble shooting and
reporting of problems to service
providers in order to resolve issues on
timely manner
 Manage and control the departmental
budget to ensure development and
maintenance plan can be executed
according to the Business plan.
 Oversee and ensure that all new
projects and operation of the unit adhere
to the company corporate governance
and central procurement process.
 Oversee and ensure all Standard
Operating Procedures manual and
Corporate Approving Authority Manual
are in place and adhere to the
company’s corporate governance
standard.
 In position for only 5
months and currently
leading the replacement of
MAS booking engine which
is expected to be cutover
on 28 May 2012.

Company name :
MASwings (Subsidiary of
Malaysia Airlines Berhad)
Number of employees : >
1,200
01 March 2009 – 31 October
2011
Position :
Senior Manager – Head of
Commercial
 Plan, formulate and strategize the
overall business plan for the Company
to maximize revenue generation in the
most cost efficient ways. The Business
areas under the Commercial purview are
as follows:
o Network & routes development
o Pricing & Inventory
management
o Distribution channels and cost
management
o Marketing activities
o eCommerce development and
expansion
o Ancillary and charter business
 Engagement, syndication and
communication with all relevant internal
and external stakeholders to secure
support towards efficient and effective
implementation of the overall business
plan:
o Internal - Regional Offices, Call
Centre and NRM
o External - MOT, MOF, PMB,
State Tourism and travel
industry
 Monitor, analyze and manage overall
route performance P & L, yield, Revenue
per Average Seat Kilometre (RASK),
Cost (CASK), load factor, relevant
bus iness risks and competitors’ in the
marketplace, and develop effective
action plans.
 Plan and manage commercial divisional
expenditure and ensure all divisional
expenses are within approved budget
 Ensure overall Commercial
management and operations are in
compliance with established policies and
procedures and any other regulatory
requirements across the Company.
 Revenue growth of more
than 30% between 2009 –
2011
 Passenger growth of more
than 35% between 2009 -
2011
 Completing the aircraft
renewal programme from
F50 to ATR72-500
 Setting up Revenue
Management Unit to
optimise the revenue
generation.
 Driving the expansion of
MASwings to the BIMP-EAGA
destinations
Department :
Online Channel (MAS)
Staff : 20+
2004 – 28 Feb 2009
Position :
Manager Online Channel Unit,
Distribution
 Leading the eCommerce operations to
ensure the growth of the online business
in MAS :
o Setting business goals to achieve
Sales KPI of MYR500million by 2008
o Identify online business opportunity
and execute the online business
expansion plan.
o Identify the business risks and
develop action plan to mitigate the
risks.
o Manage the operations of the online
booking engine to ensure 24 X 7
services availability.
 Successfully in setting up
the Online Channel
(eCommerce Unit) in MAS
to manage the online
business within MAS.
 Successfully consolidated
various Malaysia Airlines
websites worldwide under
the
www.malaysiaairlines.com.
 Conducting virtual MAS
Travel Fair online and
many online campaigns to
support the eCommerce
marketing campaigns and

o Manage the operations of the online
business to ensure customer
satisfaction.
 Lead a team to look for a suitable
payment solution that would enable
MAS to expand the online business
goals. The jobs involved the following
responsibilities :
o Preparation of project “Reques t for
Propos al” (RFP) document.
o Evaluation of the solutions
proposal submitted by the potential
vendors.
o Evaluation of the vendor’s financial
standings.
o Preparation of management and
tender recommendation for
selection approval.
o Preparation of the contract
negotiation framework.
o Preparation of project scoping and
deliverables timeline.
o Execution of the MAS Enterprise
Payment Gateway operations.
 Expansion of the MAS Enterprise
Payment Gateway to cover International
payment methods that is vital to the
business goals – American Express,
China Union Pay, JCB, Direct Debit and
etc.
 Managing the development of the MAS
website :
o Leading the MAS website team to
ensure that marketing
communication plans are distributed
to the target market on timely basis.
o Managing the maintenance and
updating of marketing and corporate
contents to ensure timely distribution
to the online audience.
o Managing the website and domain
name hosting to ensure business
continuity.
 Managing the website vendor to
ensure that MAS business objectives
are executed within timeline and
budget agreed.
business expansion plan -
circa 2006 & 2007.
 Installing new payment
gateway with multiple
Malaysian Banks acquirers
to reduce Merchant
Discount rate by leveraging
on “On-Us ” credit cards that
offer lower rate.
 Introduce M2U and
CIMBclicks as new form of
online payment.
Department :
Distribution (MAS)
Number of employees : 9
2003 – 2004
Position :
 Part of the team members to look for a
suitable solution for MAS first online
booking. The jobs involved the following
responsibilities :
 Preparation of project “Reques t for
Propos al” (RFP) document.
 Evaluation of the solutions proposal
submitted by the potential vendors.
 Successfully launching the
first online booking engine
for Malaysia Airlines using
KOMMAS platform
systemwide with
eTicket/paper ticket
fulfillment and CITIBANK
payment gateway with the
ability to process more than

Senior Executive – Project
Lead Internet Booking project
 Evaluation of the vendor’s financial
standings.
 Preparation of management and tender
recommendation for selection approval.
 Preparation of the contract negotiation
framework.
 Preparation of project scoping and
deliverables timeline.
 Project budget management.
 Business functionality testing and
system cutover.
20 Currencies.
 Implement change
management process and
training in all MAS Ticket
office & Call Centre to
support online transaction.
Department :
Market Research Department
(MAS)
Number of employees : 10
1996 – 2003
Position :
Senior Executive – Market
Research (Quantitative)
 Leading the MAS Quantitative Research
unit in Customer Insight and Product
Research Department.
 Provide continuous market survey
results on MAS existing product and
services performance.
 Provide recommendations for remedial
actions on service gaps identified in the
survey.
 Provide cus tomer’s insight in the
development of new product.
 Conduct viability study on new business
models in order to provide
recommendations to management.
 Part of the Change Acceleration Process
team to improve products and services
deliverables.
 Part of the Quick Hits team to improve
MAS ground services.
 Leading the team in benchmarking study
to improve services of the airline vis -à-vis
the competitors .
 Successfully implemented
the SPSS application as
part of the system
modernisation for the
quantitative research
 Preparing 6th Freedom
study for traffic transiting in
SIN and to assess market
share that MH lost as a
result of passengers using
other carriers via
Singapore.
 Completing brand
assessment study to
position MAS in the
International Market in
1996.
 Completing assessment of
First and Business Class
seats for MAS New Service
Delivery in 1995.
Department :
MAS Management Information
Service Department (MISD)
15 October 1991 – 1996
Position :
System Analyst – Group IT
 System development and maintenance.
 Internal customer servicing mainly to
understand business requirements in
order develop a robust solution that will
enhance system and business efficiency.
 Scope of works involved the following :
o Maintenance and development of MAS
mainframe Flight Schedule System
o Part of the project team to revitalize the
MAS Flight Schedule through
replacement of the operations module
from mainframe to workstation.
 Part of the project team that developed
KLIA Point of Sales (POS) system for
KLIA retail outlets – joint venture with
XYBASE Sdn. Bhd.
 Successfully implemented
new flight schedule
operation system on work
station as part of the
system modernisation in
MAS.

References
Name : Dato’ Mohd Salleh Ahmad Tabrani
Telephone : 017-3359137
Email : Salleh.tabrani@malaysiaairlines.com
Position : Director of Customer Service and ex-Managing Director MASwings
Company : Malaysia Airlines Berhad
Relationship : Superior
Name : En. Md Saat Abd Samad
Telephone : 6019-2258001
Email : -
Position : Retired (last position in MAS as General Manager Abacus)
Company :
Relationship : Former (Direct) superior

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RESUME OF AZLAN A TANJONG 2014

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