Diana Bast

Experience

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  Air Deccan

  Aug 2003 - Oct 2007

  Airport Incharge

  E- TicketingHandling of Departure Control System and Passenger ManifestLoad Planning and ProcessingBoardingWeight and BalancingWeight Limitations of an AircraftDocumentation in Ground OperationsPreparation of ATR- 42 Load and Trim SheetHandling a Team of 12 + Daily Status ReportingHandling Staff Operations/ManagementHandling all Accounting Details

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  Sabre Airline Solutions

  Jun 2008 - Aug 2010

  Customer Care Analyst

  Interact with SabreSonic customers over the telephone andm via e-mail to provide product and business area support, typically for a single Sabre product or product suite.Perform analysis, resolution and escalation of customer service incidents or service requestsWork on SIEBEL ICRM application for Service Request allocation, tracking, investigation and resolution. Work closely with Saber advance support and programming teams to provide timely updates and resolutions to customer issuesInteract with Support teams in different time zones over a 24/7 environment to enable seamless transition of service incidents Provide training on Sabre tools and products to front-line support team members Show less

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  Sabre Pacific

  Sept 2010 - now

  Senior TMS Specialist

  Act as the intermediary between the support team and the Business Analysts, providing expert assessment and analysis of issues before escalation to BAs.Prioritise urgent and critical items to ensure timely resolution in line with internal and external SLAs and KPIs.To provide the highest level of technical support before an issue reaches a business analyst, to have an analytical and systematic approach to trouble shooting.Collaborate with all Sabre Pacific business units and stakeholders to constantly re-evaluate and improve service levels and overall product performanceProduce, as required, procedural documentation which will assist the support team in members to perform their role, to include the building and maintenance of a knowledge base system which will incorporate all levels of support including those previously known as 1st/2nd/3rd levelTo support the Service Disruption communication process by being a key decision maker in the process of communicating outages and service disruptions to Sabre Pacific internal and external stakeholders.Manage the product analysis queues in collaboration with fellow senior TMS specialistsSupport the TL in managing inductions of new staff during their first month, including training on processes, systems, client service expectations and ensure ongoing support is availableTo work with the TL to identify team training and development opportunities and to support these through on the job coaching and mentoring Show less