Olga Cabrera
Amex GBT
Hamilton,ON
24
years of professional experience
Dynamic Product Support Analyst with 18+ years of extensive experience in the travel sector. Skilled in professional communication and process enhancement, excelling in customer service and problem-solving. troubleshooting, customer service, and software support. Adaptable and reliable, able to meet changing needs and ensure seamless operations.
Work History
Product Support Analyst
23 Years 11 Months- Able to take on more critical / complex assignments.
- Possess a broader business understanding of interdependencies /linkages not limited to the specific product, tool, they support
- Can act as consultants for our internal stakeholders
- Able to train, extend mentorship and support learning curve for new / existing employees. Perform regular Quality Audits and share trends & feedback
- Able to create / maintain knowledge, training materials from vendor / ecommerce etc.
- Have E2E knowledge of multiple tools and/or support processes and demonstrate ability to independently research, engage with relevant teams to drive solutions for issues.
- I have taken an active role is service recovery and incident remediation processes for our customer’s issues /support escalations.
- Provide leadership with critical process inputs that will helps design & shape operational solutions
- Act as an “trusted advisor” for our support analyst / team coaches for assisting them work through complex customer issues and or make available to engage in any external customer’s interactions.
Education
Diploma - Tourism And Travel Management
Skills
18+years’ experience in the travel industry
Experience with Sabre
scripts
back office
and mid office processes
SBP V3
Quick Exchange
GMAX
Insight
ARC
Concur
GDD
Moveit
Vault
Salesforce
CSAT
CTE reporting
18+ years of Travel consultant skills / experience at a Senior Level
Microsoft system skills
specifically Excel
Professional communication – both written and verbal; ability to communicate with confidence
establish relationship trust
and create a credible impression
Superior customer service skills
Ability to work independently
be self-motivated
and take initiative
Ability to find creative work-around for unusual situations
Ability to work and negotiate with internal clients and airline partners
Effective listening skills with ability to anticipate needs
quickly evaluate issues
determine root cause and solution
check for shared understanding
and address misunderstandings promptly
Experience in a client-facing role
Ability to work in a team environment
Ability to manage multiple priorities and good time management skills
Good influencing skills and the ability to mentor and coach peers
Highly customer focused and detail oriented in helping resolve customer escalation and/or operational issues
Advanced working knowledge of Program care case tracking tools and the ability to utilize subsidiary functions such as reporting.
Network troubleshooting
Languages
Spanish
Full Professional
Timeline
Product Support Analyst
Amex GBT
08.2002 - CurrentRead More
Mohaw College
Diploma from Tourism And Travel Management
Read More