Tomasz Drąg

Experience

• 

  Lastminute.com

  Feb 2011 - Jun 2012

  Escalated care executive

  - Handles customer complaints and feedback,- Possesses working knowledge of GDS (Sabre / Amadeus)- Handles customer escalations as a member of Customer Relations Department,- Resolves executive escalation issues within the agreed SLA guidelines,- Acts as a liaison between lastminute.com legal department and internal banking team,- Supports escalated customer contacts from our outsource partners for both sales and customer service teams,- Follows up and administer all compensation and losses attributed to suppliers and partners in order to maximize recovery of any financial loss,- Builds and maintain good relations with customers and suppliers Show less

• 

  Sabre Corporation

  Jul 2012 - now

  - Delineates requirements to solve complex business problems using differing technologies and systems views across multiple functional domains on high profile and/or mission critical efforts and projects. - Gathers requirements - works with stakeholders and other teams to identify/explore requirements- Documents requirements in comprehensive User Stories that include all features describing "what" needs to be delivered and Acceptance Criteria that describes the required functionalities- Completes a functional breakdown of the solution to be developed and builds epic or "mid-level" stories for each feature in the solution. - Works with the developers to discuss and clarify User Stories and Acceptance Criteria- Prepares draft of the solution documentation for the end users- Works closely with stakeholders to identify priorities, assesses the risk and technical difficulty of the features and integrates those priorities with business priorities- Ensures customer expectations and business demands/commitments are satisfied with final deliverables- Owns the projects and domain knowledge documentation - Helps with problems diagnosis in Sabre Web Services systems Show less - Responsible for providing advanced technical support, complex issue handling and in-depth customer management for Sabre's large online customers: Expedia, Travelong, Hotwire, StudentUniverse, AER, Kilroy, eTraveli, Lastminute, GoVoyages, OZON,- Maintains close daily interaction with Customer Support Managers and executive level agency contacts as part of on-going efforts to improve service, support and strategic initiatives.- Serves as the first point of contact for the online customer regarding host functionality, connectivity and Sabre shopping tools used in the deployment of their online sites.-recommends solutions in order to improve customers' performance-analyzes statistical data in order to find potential gaps within the automation environment Show less

  • Principal II Product Manager

    Aug 2024 - now

  • Principal Product Manager

    Mar 2021 - Aug 2024

  • Senior IT Business Analyst

    Mar 2016 - Mar 2021

  • IT Business Analyst

    Dec 2014 - Mar 2016

  • Online Customer Support Analyst

    Jul 2012 - Nov 2014