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Click here or scroll down to respond to this candidateCandidate's Name
Shorewood WI, Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLE LINKEDIN LINK AVAILABLECUSTOMER SERVICE BUSINESS ANALYSTAirline, Travel and Customer Service Professional with a passion for driving exceptional customer experiences while increasing profitability through the application of ticketing and scheduling technology to achieve budgeting and gross profit goals. Collaborative and decisive Airline Technology professional with progressive experience managing high profile, mission-critical scheduling and revenue management projects. High influencing skills; establishes and drives strategic collaboration, partnerships and alliances with internal and external stakeholders, to improve and optimize schedule functionality. Combines excellent communication and interpersonal skills with superior reasoning, analytical and problem-solving skills.AREAS OF EXPERTISEProcess Analysis Industry Best Practices Business Management Consulting Problem Solving Project Management Customer Service Eliciting Business Requirements Process Development Training and Development Marketing and SalesTECHNICAL SKILLSNative Sabre Interact Dynamic Schedules Oasis Schedule Change ControlPROFESSIONAL EXPERIENCERockwell Automation, Milwaukee, WI 2014 - 2024Under general direction of direct Supervisor or other member of the Customer Care Management Team, reviewed, revised, analyzed, and authorized material return/credit requests, shipping discrepancies, and accounts receivable issues across all product lines, for internal and external RA Customers, Distributors, or System Integrators, through the utilization of the current and appropriate business systems.Processed requests for material return or credit utilizing all business tools/systems available.Reviewed messages, emails, or audit relating to order discrepancies as required. Contacted the appropriate Rockwell Automation personnel as required for assistance in resolution.Managed workload, established priorities, and reviewed processes for improvements, initiating corrective action as necessary or required.Adhered to and enforced, as necessary, Return Policy DM-128 and Delegation of Authority limits as they applied to credit requests, rebates, or return of product.Executed sound judgment in resolving customer issues according to company policy in a timely manner.Displayed integrity and ethics in all interactions with distributors, customers, and personnel within Rockwell Automation.Analyzed the root cause of issues, took corrective action, and evaluated the impact of the problem on other similar transactions. If appropriate, took additional corrective actions and shared results with supervisor and team members.Took responsibility for continuous development and performance.Candidate's Name EMAIL AVAILABLE Page 2Sabre Holdings/Airline Solutions, Southlake, TX 2011 - 2013Global provider of travel technology solutions to the travel and tourism industry through four divisions: Sabre Travel Network, Sabre Airline Solutions, Sabre Hospitality Solutions, and Travelocity, an online travel services entity. Privately owned, with more than 9K employees in more than 60 countries.Senior Business Analyst/Schedule Change - Airline SolutionsOversaw and led diverse, high-profile mission critical technology projects for up to 10 carriers globally, serving as Subject Matter Expert in Sabres schedule change functionality and Global Distribution System operations. Gathered and interpreted customer end-user requirements, facilitating schedule upload for process simulation and acting as a liaison between customers IT, programming, and Central Reservations Control (CRC) teams to establish host and test partitions.Rectified revenue loss by influencing and partnering with third party vendor to deviate from fixed, scheduled actions and responded with urgency to customers need.Determined requirements to solve complex business problems using differing technologies and systems within Sabre and between Sabre and its customer on efforts and projects and customizing contracted products to maximize revenue streams.Provided global customer support from project initiation; onsite customer support and post cut-over transition assistance.Planned advanced strategic solutions for current and future business environments, including future technology and business design changes to create flexible solutions for the customer by determining best industry practices based on customers corporate culture.Exhibited excellent written and verbal communications skills, to serve as lead conduit between developers, architects, designers and with external and internal customers as a liaison between technical and customer facing groups.Provided consultation to users in detailed functionalities of automated systems and supporting GUIs. Supported Development staff by assisting with functionality questions, addressing testing issues, EPR issues, training on new products and all delivery planning aspects for deployment of a service or product to the customer.Successfully transitioned and supported new customer from initiation of contracted products to post cutover status and support in six months.Personal Time Off: Family Care, 2013 - 2014Adelman Travel Group, Milwaukee WI 2010 - 2011Privately held company specializing in corporate travel arrangements and technology solutions, with up to 250 employees with sales over $19 billion annually.Corporate Travel SupervisorOversaw servicing of up to 20 corporate accounts for air, hotel, ground transportation reservations and travel arrangements. Managed staff of up to 10 onsite and remote travel consultants. Delivered annual performance reviews, and managed employee development and counseling, and scheduling of departmental operations. Ensured customer contracted policy adherence.Potawatomi Bingo Casino, Milwaukee, WI 2008 - 2010Privately held gaming and entertainment complex with 2,500 employees.Production Assistant/Events CoordinatorProvided comprehensive production support to Creative Manager and team, coordinating all aspects of annual branding and advertising campaigns, including spokesperson onsite photo shoots. Assisted with departmental audits, maintained purchasing budgets, cataloged technical inventory, and served as sole backup for Production Coordinator.Candidate's Name EMAIL AVAILABLE Page 3ADDITIONAL RELEVANT EXPERIENCEMidwest Airlines, Milwaukee, WI$330M, award-winning North American niched airline globally renowned for impeccable standards of customer service.Revenue Management AnalystForecasted and allocated seasonal, monthly, weekly and daily price points for per passenger revenue. Monitored and adjusted capacity allocations to maximize revenue. Assessed and segmented customers based on market connections. Defined market conditions, including competitive positioning.Reservations Home AgentOne stop customer service and resolution. Worked independently in an offsite environment with little to no supervision.Problem solved all aspects of customer care issues and technical connectivity situations. Handed upwards of 100 incoming phones calls during an eight hour shift. Had the least amount of passenger disputes per shift transferred to supervisor on duty.Reservations SupervisorReservations Customer Service Agent/Groups Sales RepresentativeEDUCATIONBachelor of Fine Arts (BFA) in PhotographyUniversity of Wisconsin, Milwaukee, WIJunior Year AbroadLudwig-Maximilians-Universitt Mnchen Germany. Munich, Germany |
