Marcela Peralta

• Customer & Product IT Solutions Support – Frontline Sabresonic, Product Support Solutions – Sabre IT Solutions
• Manage Operations
• People management, Hiring and training of Frontline resources plus three Supervisors located in Montevideo, Bangalore and Dhaka
• Project Management: Contact channel improvement, QC process implementation,Transition to the new UI tool for customers
• Release and migration support of new products, preparation to transition support post implementation
• Incident Management
• Skilled at working independently and collaboratively in a team environment.

• Airline Customer & Product Support: Sabresonic, Product Support Solutions, Flight Center (B2C support)
• Manage Budget and Operations
• People management, Hiring and training of Frontline resources plus five Supervisors located in Montevideo, Bangalore, and United States
• Project Management, contact channel improvement
• Resources optimization due to Covid Impact 30% efficiencies improvement by: Contact channel improvement, Cross training, Transition of Specialized support for Premium customers,Transition of Support of the B2C support to Montevideo
• Release and migration support of new products, preparation to transition support post implementation
• Incident Management.
• Established team priorities, maintained schedules and monitored performance.

• (Level 1 & 2) Operational, Marketing and Data Analytic solutions – Sabre IT Solutions
• Manage Budget and Operations Frontline and Advanced Support
• People management, Hiring and training of 150 resources plus 10 Supervisors located in Montevideo, Bangalore, China and United States
• Project Management,
• Resources optimization by creation of a unified Level 1 supporting Sabresonic and Operational solutions reduction of resolution at first contact by 20%.
• Managed all the Operational Advanced support teams for over 10 months while a reorg was conducted
• Release and migration support of new products, preparation to transition support post implementation
• Incident Management.
• Managed and motivated employees to be productive and engaged in work.

• American Airlines, LATAM and Jetblue - Sabresonic support
• People management of 30 resources based in Montevideo and Bangalore
• Hiring and training
• Operational coverage, Incident Management, Customer communication and escalations
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

• Supervision of the Frontline team based in MVD for Airports, Flight and Crew Solutions
• Supervision of the B2C support team of 8 resources based in Atlanta US
• People management of 20 resources
• Hiring and training
• Operational coverage, Incident Management, Customer communication and escalations.
• Established routine inspections to monitor standards of cleanliness and developed and implemented improvement methods to meet evolving business needs.
• Business recovery plans creation

• Services/ System Support / Associates Hospitality – Sabre Travel Network
• Developed and implemented preventive maintenance procedures.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Offered assistance in implementing and developing training programs.
• Assisted in development of system security protocols.

• Product support Global & Premier Desk
• Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Solicited customer feedback to identify and improve on areas of weakness.
• Evaluated customer needs and feedback to drive product and service improvements.
• Implementation onsite of Sabre GDS to travel agencies in EUA as part of a Joint venture project

• Product support select customers Americas region - Sabre Travel Network
• Conducted routine inspections to check quality and compliance with established specifications.
• Maintained compliance with company policies, objectives, and communication goals.
• Created and managed project plans, timelines and budgets.
• Boosted team performance by developing customer service training materials and conducting service training.
• Achieved results by working with staff to meet established targets.

• Product support select customers Americas region – Sabre Travel Network
• Supervision of operational teams providing contact Center support to Travel agents
• Team size average of 20 agents located in Montevideo
• Project Management
• QC of agents
• People management
• Operational coverage
• Customer escalation management
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

• Product support - Sabre Travel Network
• Contact support for Travel Agents in Spanish and English-speaking countries
• Email management.
• Listened and responded to customer requests and forwarded necessary information to superiors.
• Maintained current understanding of market conditions, compliance standards and best practices.
• Developed and managed relationships with key clients and partners to drive growth.
• Followed all company policies and procedures to deliver quality work.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Restocked supplies and placed purchase orders to maintain adequate stock levels.
• Scheduled office meetings and client appointments for staff teams.
• Processed customer orders accurately and within agreed timeframes to meet service standards.
• Assisted coworkers and staff members with special tasks on daily basis.
• Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.

Travel Associate certification

Areas covered:

Marketing_ Operations, Online, Service

Eccomerce

Operations

Human Resources

Administration

User Experience

SAP

Accounting

Cost and Budget

Taxes