Experience

• 

  Dragon import and export

  Jan 2008 - Jan 2009

  Full-time intern in international trade

  • Worked closely with the President of the Company as his assistant and helped in the hiring process and training for new employees.• Product and suppliers research in China for various clients.• Point of contact between clients in Brazil and suppliers in China, and vice-versa.• Translated documents from Portuguese to English and from English to Portuguese.• Wrote letters to Local and Government authorities in Brazil and China.

• 

  Jetblue

  Feb 2011 - now

  • Managed deliverables of projects schedules, scope, tasks, and resources• Reported projects status and addressed questions with the team and leadership• Supported several systems and applications within JetBlue’s Customer Support Products.• Projects I managed included:Development of Flight Disruption Management Dashboard• Project managed in Agile• Worked with Business stakeholders and IT Business Analyst to create user stories and manage backlog• Worked with external Business Partner on development of a new Flight Disruption Management Dashboard with rules related to flight events, compensation and notifications• Collaborated on testing, feedback and managing defects for each Sprint all the way through Prod DeploymentVOIP and Call Quality Analytics POC and Implementation• Managed a 90 day POC with Verizon and a group of 32 Crewmembers to test a new Avaya VOIP solution to ensure call quality met JetBlue’s required standards• Managed a 90 day POC with two different potential business partners for a Call Quality and ISP Connection monitoring and reporting solution• Defined Success Metrics and KPIs and ensured they were met by the end of the POC• Once POCs were completed, managed the implementation and roll out of the new VOIP solution to replace JetBlue’s existing phone system, and the Quality Monitoring solution with the successful business partnerImplementation of Cookie Consent Manager on JetBlue’s Digital Channels• Worked with our Business Partner and internal teams to implement a Cookie Consent Solution across our Digital Channels: website, mobile web, mobile appEnhancements to JetBlue’s Flight Status Notification System• Collaborated with Business stakeholders to define project scope, business and technical requirements to make changes to JetBlue’s Flight Status Notifications rules• Worked with IT Developers, QA and UAT on developing and testing the changes, as well as regression testing and deployment Show less • Supported all aspects of several Discovery Projects from start to finish with an emphasis on developing and documenting requirements, supporting quality management• Developed clear, traceable requirements for BRD creation using interviews, document analysis, and business process flow descriptions• Supported the IT Project Manager in the development of requirement documentation for Discovery, Planning and Execution phases of projects• Worked on Enterprise-wide initiatives managed in both Waterfall and Agile Methodology• Worked closely with the Customer Experience Program Teams to elicit and create user stories and epics• Managed user story backlog in Jira• Managed projects assumptions, dependencies, and risks• Created Program Sequencing, RASCI, Vision & Scope Document, Risk Management Plan, and Systems Impacted Analysis among other documents • Worked with IT Program Manager to determine project’s critical path• Collaborated with various departments to conduct a systems impact analysis to determine all applications affected company’s initiative• Worked closely with IT Project and Program Manager in coordinating efforts with several IT Teams and developers to determine cost and time estimates for business case creation• Created Functional Requirements Document (FRD) • Collaborated with IT Enterprise Architect in mind map to create technical process flows; identified systems, agents and domains impacted• Assisted IT Senior PM in Cost Estimation solicitation and review • Worked with project team to determine and document Proof of Concepts strategy for multiple functionalities, and actively participated in meetings with potential business partners • Organized and managed document repository Show less • Developed User Stories using the Agile Methodology conducting interviews, site visits, use cases, scenarios, and business analysis• Worked with Customer Support, Airports, System Operations, Finance and other stakeholders to evaluate and organize information in order to reconcile conflicts, decompose high-level information into requirements• Collaborated with IT Developers and IT Enterprise Architects to establish criteria to map flight information and customer compensation process• Participated in Sprint Planning meetings helping refine the product backlog and creating epics• Conducted product research for potential business partners• Researched and organized information on Conversational Commerce and Artificial Intelligence to be presented to Customer Support Leadership• Assisted in the Business Case creation considering financial, resource, and technological constraints Show less • In-depth experience with Sabre Products (Interact, SNTE, Reaccom) and 15below PASNGR• Conducted testing scenarios and monitored changes in production for several systems, including 15below/PASNGR, SSRM Reaccom and FSN-T• Assisted in the planning and execution phases of the Real-time Flight Cancelation Project in JetBlue’s focus cities and Customer Support Operations• Conducted analysis on Call Volume and Average Talk Time for Crew Support Lead Hotline for staffing optimization• Managed the creation and implementation of the Lead VTO (Volunteer Time Off) Process and Guidelines as a cost saving initiative for Crew Support• Managed the Process Alignment, Documentation and System Access Project under the RISE initiative to support the merge of Crew Support, IDS and Queues Crew teams• Coached and mentored Customer Solutions Leads; develop their skills, provide disciplinary guidance, and provide career direction• Coordinated efforts with System Operations MOD’s to support the flight operation, including making determinations on waiving fees and adjusting fares• Oversaw all aspects of Irregular Operations, and participated in on-call rotation• Researched flight information for compensation decisions or other irregular operation requests Show less • Conducted data research and analysis of overtime hours picked up by Crewmembers but not worked, leading to review of overtime guidelines• Conducted data research and analysis of technical difficulty call volume and trends• Managed fluctuating staffing levels to maximize efficiency • Monitored abandon call rate and initiated required action if rate exceeds 10%• Evaluated and made same day staffing decisions regarding time off and overtime• Monitored systems tracking Crewmember performance and identified and researched coaching opportunities• Served as point of contact for Vice President of Reservations in IROP situations• Communicated real-time attendance and adherence issues to Supervisors Show less

  • IT Manager, CEX Crewmember Products

    Feb 2023 - now

  • IT Project Manager, CEX Crewmember Products

    Aug 2018 - Feb 2023

  • Business Analyst IT, Customer Support Products

    Nov 2016 - Aug 2018

  • Business Analyst

    Apr 2016 - Nov 2016

  • Customer Support Operations Supervisor

    Oct 2013 - Apr 2016

  • Associate Analyst

    Feb 2013 - Oct 2013

  • Queues Crew Lead

    Mar 2012 - Feb 2013

  • Customer Support, Crew Support

    Jul 2011 - Mar 2012

  • Customer Support, Reservations

    Feb 2011 - Jul 2011