NASRULLA SHARIFF
Bengaluru
Summary
Senior Sabre Product Specialist L2/ Trainer with 20 years of experience in Airline operations and travel technology. Extensive expertise in Sabre Ticketing, Interact, RES, Ecommerce, Web Services, PSS/DCS workflows, and airline operational processes. Proven track record of training, onboarding, and mentoring global L1/L2 support teams and airline customers, simplifying complex Sabre systems into structured learning programs that improve SLA adherence, CSAT, and operational efficiency. Trusted SME for critical incidents, product walkthroughs, and best-practice enablement across airline clients.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Senior Product Specialist / Product Trainer
Sabre
10.2025 - Current
- Lead Sabre Product Specialization for Level 2 support teams across Ticketing, Interact, Ancillary Manager, and Web Services, and conduct training sessions to build and enhance the knowledge base.
- Design and deliver structured onboarding programs for new hires, including assessments and readiness validation.
- Act as Sabre SME for complex escalations and customer-impacting incidents.
- Partner with Product, Engineering, and QA teams to incorporate real incident learnings into training content.
- Drive continuous improvement in resolution quality, SLA compliance, and team confidence.
Technical Product Support Specialist (L2) & Product Training
Sabre
10.2021 - 09.2025
- Delivered ongoing refresher and advanced Sabre training to L1 teams, improving first-time resolution and reducing escalations.
- Served as dedicated POC for Flight in Trouble (FIT) incidents; conducted post-incident walkthroughs and training sessions.
- Supported airline customers across Ticketing, Interact, Ecommerce, and Web Services.
- Coordinated with Engineering for defect fixes, RCA documentation, and customer communications.
- Authored and maintained Sabre-specific knowledge articles and SOPs, enabling faster issue resolution.
- Coordination calls with the Dev team and prioritizations for Travel Bank product and addressing the escalated issues for fixture and updating the customers.
Contributor Product Analyst / Product Training
Sabre
10.2014 - 10.2021
- Conducted structured Sabre product training on Ticketing, Pricing, Interact, Ecommerce, RES, and Web Services.
- Mentored and coached new hires through on-the-job training, shadowing, and performance feedback.
- Delivered customer-facing sessions on Sabre workflows, best practices, and troubleshooting.
- Acted as interim operations POC, ensuring uninterrupted support delivery.
- Consistently met DPM objectives and contributed to customer satisfaction improvements.
Travel Counselor
American Express
12.2012 - 09.2014
- Travel arrangements (Air, hotels, car rentals), Processing reservations, issuing tickets, exchanges, and revalidation on GDS.
- Trained peers on GDS workflows, ticketing processes, and customer handling best practices.
- Recognized for consistent service excellence and communication quality.
Guest Service Agent & Ramp Coordinator
Kingfisher Airlines
09.2007 - 12.2012
- Trained frontline staff on check-in operations, passenger handling, and ramp coordination.
- Delivered briefings/debriefings to operational teams during schedule or process changes.
Customer Service Agent
Sahara Airlines
05.2005 - 07.2007
- Supported and trained new hires on ticketing systems and customer service standards.
Education
Bachelor of Arts -
Bangalore University
Skills
- Sabre Product Training & Enablement (Ticketing, Interact, RES, Ecommerce)
- Curriculum Design, Onboarding & Refresher Programs
- Airline Domain Expertise: PSS/DCS, Ticketing, Pricing, Ancillaries, Check-in
- L2 Product Support & Escalation Handling
- Salesforce Service Cloud (Case & Incident Management)
- JIRA (Defects, Enhancements, RCA Tracking)
- Severity Incident & FIT (Flight in Trouble) Incident Management
- Knowledge Articles creations and Delivering Internal Trainings
- Knowledge on XML, Web Services, and NDC (New Distribution Capability) standards to support airline technology solutions, including troubleshooting, integration, and implementation
- Root Cause Analysis & IT Service Management (ITSM)
- Cross-functional Collaboration (Airlines, Engineering, QA)
- Managed day-to-day operations and ensured business continuity during leadership absence, including decision-making, issue resolution, and team coordination
Accomplishments
- Rockstar Award – Sabre (Q1 2017)
- Employee of the Quarter – American Express (Q4 2013)
- Consistent GCE (Great Call Experience) Award Winner at American Express.
Certification
- Sabre Training: Ticketing, Interact, Ecommerce, Web Services, RES
- Galileo GDS Training
- Flight Controller Training
- Dangerous Goods Certification
- AVSEC Certification – BCAS, Govt. of India
LANGUAGES
English
Hindi
Urdu
Kannada
ADDITIONAL INFORMATION
- Passport valid till May 2027
- Willing to travel and conduct in-person or virtual training sessions
Timeline
Senior Product Specialist / Product Trainer
Sabre
10.2025 - Current
Technical Product Support Specialist (L2) & Product Training
Sabre
10.2021 - 09.2025
Contributor Product Analyst / Product Training
Sabre
10.2014 - 10.2021
Travel Counselor
American Express
12.2012 - 09.2014
Guest Service Agent & Ramp Coordinator
Kingfisher Airlines
09.2007 - 12.2012
Customer Service Agent
Sahara Airlines
05.2005 - 07.2007
Bachelor of Arts -
Bangalore University