Anu Antony
Bengaluru,India
Summary
Detail-oriented and customer-focused Technical Support Specialist with a strong foundation in business analysis and contract administration, currently providing Level 2 application support for AMEXGBT travel-related platforms. With over 6 years of experience in the travel technology industry, I bring a unique blend of technical troubleshooting, stakeholder collaboration, and operational excellence.
In my current role, I manage critical incident resolution, conduct root cause analysis, and ensure SLA adherence for global travel applications. I actively contribute to knowledge base development, support seamless transitions of new products into BAU, and collaborate with cross-functional teams to enhance service delivery. My background in financial operations, client servicing, and system support enables me to approach technical challenges with a holistic, business-aligned perspective
Overview
7
7
years of professional experience
1
1
Certification
Work History
Research Assistant
Christ (Deemed to be University)
06.2018 - 12.2018
- Assisted in data collection and analysis for research projects, ensuring accuracy and adherence to protocols.
- Collaborated with faculty on literature reviews, synthesizing findings to support ongoing studies.
- Prepared research materials and presentations, enhancing clarity and engagement during academic discussions.
- Maintained organized databases of research findings, streamlining access for team members and stakeholders.
- Facilitated communication between researchers and participants, fostering positive relationships throughout study durations.
- Reviewed academic articles for relevance, aiding in the development of comprehensive research frameworks.
- Prepared Progress reports
Technical Support Specialist
Amex GBT
01.2025 - Current
- Provided technical support for hardware and software issues, resolving user inquiries efficiently.
- Documented technical procedures and user guides to enhance team knowledge sharing.
- Collaborated with cross-functional teams to address product-related concerns effectively.
- Provided Level 2 application support for AMEXGBT travel-related applications (Travel Counselor Servicing & Corporate Applications).
- Resolve incidents by managing acknowledgment, prioritization, escalation, communication, analysis, and review within SLA timelines.
- Responded to critical incidents (Priority 1 and 2) and participate in incident bridges for issue triage and resolution.
- Monitored global ticket queues to ensure timely responses, including for escalated issues.
- Conducted impact and severity assessments to prioritize or de-prioritize issues based on business impact.
- Author knowledge base articles for known and new issues/resolutions.
- Researched and troubleshoot issues, using root cause analysis and creative problem-solving.
- Collaborated with product management and engineering/network teams for issue resolution and RCA.
- Participate in transitioning new products/enhancements from projects to business-as-usual (BAU).
- Reported production impact and adhere to defined incident management standards and processes.
- Worked with global colleagues to share knowledge and contribute to team skill development.
- Ensure compliance with GBT policies and procedures.
Finance Accounts Receivable Specialist
Sabre Travel Technologies
04.2020 - 12.2024
- Led end-to-end accounts receivable processes, including generating accurate invoices, reconciling transactions and confirming monthly balances.
- Collaborated with teams to improve customer satisfaction by promptly resolving issues, troubleshooting and ensuring adherence to SLAs.
- Produced monthly financial and management reports and resolved account discrepancies by coordinating with customer accounts teams.
- Ensured correct tax calculations on sales invoices and timely issuance, while matching receipts to invoices for seamless financial tracking.
- Stayed aligned on internal policies and government regulations to ensure compliance in invoicing and financial processes.
- Supported the finance team with tasks such as inventory management, cost accounting and addressing any irregularities in financial operations.
- Managed billing inquiries and resolved discrepancies to maintain customer satisfaction.
- Collaborated with cross-functional teams to streamline invoicing processes.
- Developed and maintained positive relationships with clients for improved collections.
- Supported month-end closing activities by reconciling accounts, preparing reports, and analyzing trends in account performance.
- Improved customer satisfaction by providing prompt, courteous service when addressing billing concerns or inquiries.
Associate Product Specialist
Sabre Travel Technologies
01.2019 - 03.2020
- Under general supervision, conducted logical analysis of complex customer issues associated to Airline Ticketing, Exchanges, Pricing, Ancillary Services and Reservations (Sabre GDS)
- Impeccable customer service and understanding the needs of the client.
- Assisting clients of all markets on sabre functionalities & troubleshooting queries.
- Handling authorization emails received from BSP IATA (TAA alert).
- Maintenance of client record on iCRM like Salesforce, documenting issues and reporting to the relevant department for further investigation.
Education
MBA - Tourism Management
Christ University
BBA - Tourism & Travel Management
Christ University
Skills
- Salesforce expertise,SAP, SharePoint, Microsoft excel
- Communication, Leadership, Problem Solving, Decision Making, Teamwork and Collaboration
EXTRA CURRICULARS
Head Core Committee Member, Christ University Was a member of Student Welfare Office (SWO) Head, ALTA VISTA National Level Fest Worked for Public Relation & Hospitality departments for the national level fest of BBA Tourism & Travel Management
Certification
IATA International Air Transport Association Dec 2014
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Publications
- A study on the perception and attitude of the local community on development of Agumbe as an ecotourism destination
- A study in the CRM practices followed by five star hotels in Kochi, Kerala.” The paper was presented during the national seminar 2016
Timeline
Technical Support Specialist
Amex GBT
01.2025 - Current
Finance Accounts Receivable Specialist
Sabre Travel Technologies
04.2020 - 12.2024
Associate Product Specialist
Sabre Travel Technologies
01.2019 - 03.2020
Research Assistant
Christ (Deemed to be University)
06.2018 - 12.2018
BBA - Tourism & Travel Management
Christ University
MBA - Tourism Management
Christ University
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