Linda Elizabeth
Technical Product Specialist
Bangalore
Summary
A dedicated technical product representative committed to providing quality care and ensuring ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients. Skilled in identifying customer needs and delivering effective solutions to various problems. Possesses excellent time management skills and in-depth knowledge of the travel industry.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Technical Product Specialist III - Enterprise
SABRE TRAVEL TECHNOLOGIES INDIA
2024.05 - Current
- Point of contact for Enterprise customers/ Hoteliers using SynXis software and products. Assist to resolve their queries and provide quick solutions with expertise and care.
- Maintain positive and healthy relationships with key stakeholders and achieve maximum customer success.
- Troubleshoot issues and understand the impact with functional testing and create defects for Development and follow up for further research.
- Monitor platform alerts which deals with system function and degradation.
- Engage on priority incident bridges to support Incident Management.
- Engage on change management bridge during major release to support and validate the environment.
- Available to lead and solve P1/P2 incidents.
- Coordinate with internal teams such as Account Management, Implementation, Development and SRE for faster resolution of issues.
- Drive Bi-weekly calls with stakeholders to review open tickets.
PRODUCT SUPPORT ANALYST I
SABRE TRAVEL TECHNOLOGIES INDIA
5 2019 - 3 2022
- Worked for Sabre Hospitality Solutions concentrating on helping end to end operations for hotels who use SynXis software and applications
- Profound experience with inbound and outbound customer calls, chat, and email requests to address customer questions and concerns
- Good knowledge about travel and hospitality industry.
- Research and troubleshoot queries for top rated hoteliers. Coordinate with Account Managers, Implementation managers, Delivery teams to ensure tickets are resolved in timely manner.
- Hands on experience working with SynXis Central Reservations System (CRS).
- Worked on GDS systems like Sabre, Amadeus, Apollo/Galileo and Worldspan and IDS system- DHISCO to address hotel's concerns on availability. rate discrepancies, PNR discrepancies.
- Coordinate and troubleshoot issues with Online Travel Agents like Booking.com, Expedia, Agoda, etc
- Hotel website related questions and training on SynXis Booking Engine
- SynXis Property Hub (PMS) and SynXis Voice agent applications
- Experience working with CRM tool- Salesforce
- Basic knowledge of reading XMLs and understanding of how interfaces work between two systems.
- Received good number of CSATs from customer all through the year for good customer service.
PRODUCT SUPPORT ANALYST III
SABRE TRAVEL TECHNOLOGIES INDIA
2022.04 - 2024.04
- Work on escalations and critical customer issues in hospitality products.
- Identifying severity and engaging right teams on the critical incident bridge and drive resolution.
- Product Point of Contact for Key Customers (Taj, Shangril-la, Ascott , Louvre Hotel Group)
- Have monthly meetings regarding open tickets with key account managers and hoteliers.
- Drive initiatives to reduce support backlogs and maintain support quality
- Knowledge in reading XMLs and JSONs. Basic knowledge of API.
- Provide high level training on SynXis products to new hires.
- Assist new hires and peers with case solving and knowledge transfer.
- Do monthly quality checks for new hires and Analyst 1.
SENIOR CUSTOMER SUPPORT
IUVO Logistics
2017.10 - 2019.05
- Prepare quotes, book shipments, handle customer queries
- Good Experience working on Transport Management System (TMS)
- Arranges shipments by examining destination, route, rate, delivery time, dispatch to carriers
- Prepare quotes based on shipment
- Vendor Management
- Keeps customers informed by forwarding notices, shipment date and method, and current status, answering questions
- Benchmark freight rates and negotiate rate structures
- Collect and analyze service issue and carrier quality information and develop clear and concise reports
- Freight forwarding functions such as booking, issuing Delivery Orders, etc
- Checking and confirming order status on pick-up and deliveries
- Analyze freight bills for customer specific required information
- Track and log information in system
- Coordinate & expedite requests, time-specific pickups and deliveries and other special requests.
INTERN PERFUSIONIST. ST JOHN’S NATIONAL ACADEMY OF HEALTH SIENCES & HOSPITAL
2017.02 - 2017.08
- Hands on experience in providing perfusion related services to cardiac patients from 2nd year BSc onwards
- 6 months internship
- Underwent one month of extensive training at Narayana Hrudayalaya Institute of Cardiac Sciences on March 2016.
Education
BACHELOR OF SCIENCE - CARDIAC PERFUSION TECHNOLOGY
St. JOHNS NATIONAL ACADEMY OF HEALTH SCIENCES
2013.08 - 2016.09
Skills
Customer Support
Technical Support
Rally
Salesforce
XML & API
CRS & PMS
Microsoft Office
Languages
English, Kannada, Hindi, Tamil
Timeline
Technical Product Specialist III - Enterprise
SABRE TRAVEL TECHNOLOGIES INDIA
2024.05 - Current
PRODUCT SUPPORT ANALYST III
SABRE TRAVEL TECHNOLOGIES INDIA
2022.04 - 2024.04
SENIOR CUSTOMER SUPPORT
IUVO Logistics
2017.10 - 2019.05
INTERN PERFUSIONIST. ST JOHN’S NATIONAL ACADEMY OF HEALTH SIENCES & HOSPITAL
2017.02 - 2017.08
BACHELOR OF SCIENCE - CARDIAC PERFUSION TECHNOLOGY
St. JOHNS NATIONAL ACADEMY OF HEALTH SCIENCES
2013.08 - 2016.09
PRODUCT SUPPORT ANALYST I
SABRE TRAVEL TECHNOLOGIES INDIA
5 2019 - 3 2022
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