Surabhi S
Technical Product Specialist III
Bangalore
Summary
Intending to build a career with any reputable organization providing ample exposure and knowledge and willing to work as a key player in challenging and creative environment. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Technical Specialist III (System Support)
Sabre Travel Network
01.2023 - Current
- Managed customer relationships by providing exceptional support, promptly addressing inquiries, and resolving issues to ensure high levels of customer satisfaction.
- Highly skilled technical product support specialist providing exceptional technical assistance for ticketing, NDC, Incident management, Sabre traveler communication applications.
- Assisted Level 1 with the complicated issue by providing right Solutions, feedback and also helping out with the knowledge article.
- Support was provided to Join venture Customers with all the issues related to Sabre.
- Have been working with airline's closely in escalating the issues which needs their attention for the faster resolution.
- Support was provided to the carrier with related to edifacts, outages and any PNR related issues.
- Served as a mentor for junior team members by sharing expertise and providing constructive feedback on performance improvement opportunities.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Delivered Training to the New Hires on how to trouble shoot, to check on reference and resolution for the customer's problem.
- Served as a Subject Matter expert for NDC, provided training for L1.
- Closly working with the Airlines on different channels with regards to NDC related issue.
- Was a part of Incident Management process, investigated system issues and implemented resolutions to reduce downtime.
- When the issues are called up for the outage's, necessary actions are taken such as find a alternative resolution for the error caused or co-ordinate with developers, Vendors for the fix of the issue.
- Escalate Incidents outside the scope of team competencies to 3rd level resolver groups within Sabre or to the external service providers such as carrier and proper follow up was done.
- Was a part a JIRA team, where new JIRA are added according the issue raised, follow up on the exciting JIRA and also testing part.
Associate Product Support Specialist
Sabre Travel Network
09.2019 - 12.2022
- Interacting with a Wide Range of Customers such as Select, Premier, Global agency.
- Developed strong relationships with key customers, fostering long-term loyalty and repeat business opportunities.
- Assisted travel agencies all around the world in rectifying or bypassing the difficulties and errors they face on Sabre Host
- Continuously updated personal knowledge base through participation in training sessions and industry events, driving excellence in service delivery.
- Assist Travel agencies with all types of Sabre host reservations, such as Air, hotels, cars, cruise liners and rail.
- Trained on TJR, TLM tools.
- Through investigation of cases, regular follow ups with customers, Airlines, Internal team and escalating the cases to Advance support teams and Airlines if required
- Always demonstrated best customer skills achieving QA and VOC
- Maintained detailed records of customer interactions and resolutions.
- Actively participated in weekly team meetings to discuss Issues, feedback from the customers and collaborate on strategies for continuous improvement.
- Delivered high-quality support by maintaining up-to-date knowledge of product features and updates.
- Streamlined troubleshooting processes for improved efficiency in resolving customer issues.
- Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
- Was handling a project for 4month with Customer business support team, on contract creation and agency set up.
Travel Consultant
Flight Raja Travels Pvt Ltd(Via.com)
12.2018 - 09.2019
- Worked as a Travel consultant for the international customers.
- Negotiated with carrier to secure competitive rates, resulting in cost-effective travel options for clients.
- Interacting with Travel agents with regards to cancellations, refunds, and Reissuance.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Mentoring and monitoring new hires
- Built strong relationships with clients through exceptional communication and personalized service.
- Trained new staff and administrative support on customer service, recordkeeping and travel planning procedures.
Travel Consultant
AEGIS
09.2017 - 11.2018
- Worked as a Travel consultant for Expedia process
- Dealt with US customers
- Initial Six months worked in Tier 1, assisting customers with booking flights and hotels on the portal
- Streamlined booking processes for increased efficiency and reduced client wait times.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Moved to Tier 2 for the assisting the customers with reissue, refunds, and Expedia coupons.
Skills
Effective Communication
undefinedLinguistic Abilities
- English
- Tamil
- Kannada
- Malayalam
Academic Chronicle
- Bachelor, Computer Science, NMKRV COLLEGE FOR WOMEN, Autonomous, Bangalore, Karnataka
- 10+2, Indiranagar composite PU college, State Board, Bangalore, Karnataka
- SSLC, Indiranagar high school, State board, Bangalore, Karnataka
Catalogue And Operation Tools
- Salesforce
- Zendesk (platform to escalate the NDC related issues to the carrier)
- Postman
- MDM
- SIM
- IET HUB (For EDIFACTS for Hub user)
- BBMNT tool( To fetch the edifacts logs for non hub users)
- Microsoft office: MS - Word, MS - Power point, MS - excel
- GCP( for the XML Logs for NDC )
Disclaimer
All the information provided by me in this resume is correct and I have not knowingly omitted any related information, which would have a bearing on my employment with you.
Timeline
Technical Specialist III (System Support)
Sabre Travel Network
01.2023 - Current
Associate Product Support Specialist
Sabre Travel Network
09.2019 - 12.2022
Travel Consultant
Flight Raja Travels Pvt Ltd(Via.com)
12.2018 - 09.2019
Travel Consultant
AEGIS
09.2017 - 11.2018
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