Pam Preetha Precilla

Experience

• 

  National Aerospace Laboratories, Bangalore

  Jan 2002 - Jan 2003

  Project Assistant - Stores & Purchase Department

  • Foreign & Local correspondence with reference to Procurement of raw materials and Finished Products (imports and local)• Quotation from vendors for the procurement of raw materials• Handling of Foreign and Local correspondence with Suppliers and documents received on collection and under Letter of credit• Liaison with Govt. Agencies / C& F Agencies/Shipping Lines

• 

  Sykes Enterprises Pvt. LTD - (Delta Airlines)

  Jan 2003 - Jan 2004

  Customer Service Representative

  • Provide first line customer support through telephone. Accept inbound calls.• Booking reservations, ticketing and faxing to the customer.• Handling promotional calls, booking, ticketing and faxing.• Assign seats and issue electronic/paper tickets for passenger• Flags up personal training requirements to Team Lead.• Assisting passengers on Arrival and departure time update.

• 

  Sykes Enterprises Pvt. LTD. (Microsoft)

  Jan 2004 - Jan 2005

  Customer Case Manager (L2)

  • Provide technical support through telephone. Accept escalated calls.• Knowledge the customers and the front line agents regarding Microsoft Games, Microsoft Money and Microsoft Home Products.• Trouble shooting any technical issues with regard to Microsoft Finance, Home Products and games.• Handling technical and non-technical problems that are unable to be resolved on the spot and follow up the resolution.• Documentation of the case after the call and interaction information. Show less

• 

  Siemens Information Processing services Pvt LTD

  Jan 2005 - Jan 2008

  Senior Process Officer

  Trained on Airlines Ticketing Reservations / Exchanges/Rejects/Refunds/Research and Reconciliation.• Ticketing reservations of different airlines.• Handling Exchanges, Rejects, and Refunds of different international airlines.• Work on the LTA/PTA credits received from Airlines.• Auditing ADM and Refund processing. • Settlement & Reconciliation• Commission Audits• PNR Servicing• Error Payout Research & Reporting

• 

  Sabre Corporation

  Jan 2008 - Jan 2011

  Contributor Product Analyst

  To provide enhanced expertise to Sabre's global airline customers. Some of the key products worked upon are as below:Interact/Native – Reservations, Interact/Native – Airport, Ticketing, Schedule Change, PNL/ADL, Inventory, ACSI Check-in, ACS Check-in Database, EPR, Frequent Traveler, Agent Sales Report ,Agent Sign Security, Air Pricing ,Code share and Command Center.Roles and responsibilities• Providing first level help desk support to airlines in the Airline Solutions product portfolio by executing strong customer service abilities and process oriented technical troubleshooting.• Answering helpdesk phone calls & emails, identification & problem analysis, problem resolution and documentation in Siebel system. • Maintaining and sharing helpdesk updates.• Upon request to conduct training sessions for the new hire on selective products, Soft skills, Email etiquette and tools. • Generate Quality Report and provide feed-back to the analysts in the absence of supervisor.• Played a key role in increasing customer satisfaction rates. Show less

• 

  24/7 Customer Pvt. Ltd ( Expedia Air)

  Jan 2011 - Jan 2012

  Senior Quality Assurance Analyst in Level 2 Grade 1

  • Ensure achievement of quality deliverables month on month• Accountable in driving agent related metrics. Defect based performance management based on QA scores relationship with Key performance metrics• Identification of areas of improvement and convert them into training needs• Identification and management of bottom quartile performers on key performance metrics• Provide directions on Travel related quality requirements (GDS related, Geography related, Hotels related, Cars related and Tours and attractions related) Show less

• 

  Air Trade Leisure & Travel Pvt. Ltd

  Jan 2012 - Jan 2014

  Senior Associate QA

  • Initiate and co-ordinate data collection • Create reports and analysis of field failures • Recommend product improvement• Conduct calibration and statistical studies • Train other departments in QA systems. Conduct overall Training and make presentations. Maintain documentation and records for training conducted. Handling Demonstrations and training independently. Delivery of basic, BSP, Product, revenue based internal and other training programs relevant to the market.• Login to ARC memo manager or BSP Links to dispute the debit memos received.• Review and investigate the debit memo received from Airlines for the TICKETING, RESERVATION, PRICING, REFUND processing errors.• Dispute the ADM with airlines within the time frame to avoid being billed to ARC/BSP reports.• Escalate to the in house Operational EXC & CSC teams to take the immediate steps in for operational efficiencies to avoid debit memos from Airlines.• Register the pricing errors claim with Amadeus for resolution or payments.Update the master file with the action taken for each cases received.• Do regular follow up with Merchant Banks, Airlines and Suppliers to close the debit memos to minimize the liability. Show less

• 

  Sabre Corporation

  Jul 2014 - now

  • Understanding of requirements from the customer including but not limited to User Stories, Wire-frames & Business Process Models.• Making suitable recommendations during requirement definition to the client based upon industry expertise and standards• Deliver Functional grooming sessions to the offshore development & testing teams on an ongoing basis. This also includes resolving any queries that emerge during such sessions. • Acting as a bridge for query resolutions and artefacts updates between the offshore teams and the customer organization.• Providing detailed functional understanding to the offshore Business Analysts and development teams. Complete involvement in the testing process to provide a FAT sign off at end of iteration• Assist in reviewing of test scenarios against provided acceptance criteria that have been identified by the offshore development teams• Provide inputs on induction and on boarding activities within the offshore teams and identify areas that should be covered during such sessions• Help in improvement of domain knowledge of the offshore teams especially in functional areas, which are due to come up for development. • Help prioritize backlog and advise on planning activities for functionalities that are required to be taken up first Show less • Analysis, troubleshooting, diagnostics and consistent customer facing interactions related to Check-in suite. Including Self-Service applications such as Sabre Sonic Check-in, Kiosk Check in and Web Check in.• Track development and testing activities corresponding to the requirements.• Liaison with Development teams’ to ensure resolution of issues escalated by hosted carriers. • Participate in 3rd level and Development prioritization calls; provide feedback to development leaders as applicable. • Fluent interaction and engagement with internal customers (CSP – account directors) in urgent issues by ensure positive customer experience including quality communication, updates, proactive ownership, follow-up on commitments and processes.• Taking ownership of backlog cases transitioned for related Check-in products to prevent, resolve or manage service requests by supporting the Backlog grooming initiative in place.• Expedite resolution process by applying finest practices at handling Service Incidents and Jira logs. • Work collaboratively in a team environment to meet customer expectations regarding the resolution of maintenance issues / service requests. Show less

  • Technical Product Manager

    Jun 2016 - now

  • Product Specialist

    Jul 2014 - May 2016