Jijesh Kumar

Experience

• 

  Abacus International

  Jul 2013 - Jun 2015

  Customer Support Associate

  Managed 1st level Support team’s daily operations, escalations, prioritizationof incoming incidents and providing consultations to team members, ensuringKPI were met, thus improving turnaround time and resolution rate. Performed adhoc user acceptance testing (UAT) for product familiarisationand conducted knowledge transfer to team members. Respond to customer inquiries, analyzing problems using diagnostic tools and recommending solutions to customer questions. relating to a GDS and a broad set of Solutions and its Functionalities.Performed ad-hoc tasks assigned by the Leaders, Supervisors, Team Leads or Seniors i.e., onsite support, floor walking, handling special projects etc. Show less

• 

  Sabre Corporation

  Jul 2015 - now

  Responsible for providing technical leadership for the Sabre Product Support teams across the APAC region.Leads various projects from a Product Support perspective, ensuring the appropriate support readiness for new products, as well as alignment across regions. Works very closely with stakeholders from different levels across the organization.Supervises the technical performance of the Support team members and offers coaching and guidance on a recurrent basis.Some of my recurrent tasks include: the design and the implementation of a successful QA program, creating training and support documentation as well as delivering presentations and training whenever needed.I also work constantly with counterparts from other regions in order to drive alignment in processes and procedures across the organization.Act as a primary point of contact during the implementation of new products such as NDC, Content Services for Lodging, Sabre Red 360, Salesforce Service Cloud, Sabre Central among others Show less • Provide technical coaching and guidance to Product Support team members• Assist the team in managing complex cases• Own technical escalations, follow up on priority cases and ensure proper action is taken• Review and optimize internal processes and procedures• Assess and help with training, process documentation needs and technical development• Participate in product calls and ensure proper communication of product or support updates• Assist in ensuring process adherence• Perform hands-on operational activities like taking customer calls should bandwidth/capacity require it• Provide feedback to supervisors on team members' technical development needs• Assist with quality assurance monitoring• Collaborate with leadership and contribute to achieve organizational objectives• May coordinate or lead ad-hoc projects Show less  Product support specialist:• Under general supervision, conducted a logical analysis of complex customer issues associated to Airline Ticketing, Exchanges, Pricing, Ancillary Services, and Reservations.• Research and validate application, back-end, or technical issues to aid customers in understanding product functionality and outputs.• Thorough understanding of the suite user interfaces in order to investigate customer queries and issues.• Worked collaboratively in a team environment with account managers, implementation, and development resources to meet customer expectations regarding the resolution of maintenance issues / service requests.• Recognize repetitive customer issues to facilitate the development of quality products.• Providing customer service and understanding the needs of the client.• Maintenance of client record on CRM, documenting technical problems of a particular product, and reporting to the relevant department for further investigation.  Agency Support:• Handling authorization emails received from BSP IATA.• Visiting new and existing clients to provide onsite support.• Handling Ret Errors (BSP reports) and educating travel agents with the correct process.• Thorough level one investigation on the ADMs received to the travel agencies.• Handling agency cutovers on 1B as IATA agents for new and existing clients. Management:• Making call data reports and sharing with the regional managers on daily basis.• Attending conference calls with Regional Managers to discuss client requirements and feedbacks.• Closely monitoring the Quality Assurance of calls and providing feedback to the team members for improvement.• Played a significant role in the team by handling the floor and guiding new joiners on the Process. Show less

  • Supervisor

    Jul 2023 - now

  • Technical Team Lead

    Apr 2021 - Jul 2023

  • Senior

    Aug 2018 - Mar 2021

  • Contributor

    Jul 2015 - Jul 2018