Pia Anand

In my current Concur PSL/Product Support Lead Role which I have Evolved , my responsibilities include (But are not limited to ):

• Manage Product support for cases including Product breakdowns and defects

• Manage communications and send P1 notifications globally.

• Assist with interpreting and clarifying communications from third-party vendors when their explanations are complex, technical, or difficult to understand.

• Help translate vendor communications into clear, concise language for clients and colleagues, ensuring that the key information and context are effectively conveyed.

• Assisting Global Clients resolve challenges.

• Maintain a good understanding of all Amex GBT Online Booking Tools

• Liaison with Vendor Product support, product managers to build and keep uses documents, manuals, test plans, FAQ's and update them when necessary.

• Connect with key contacts including OBT vendors,airline , hotel, car and GDS partners.Work with Global teams to resolve all issues whether it is deployment, MI, or other.

• Share expertise on all Travel industry practices and technologies.

• Test solutions and product functionality releases Example tested several T2 new functionalities that were rolled out

• Ensure SLA agreements are met

• Perform Quality Checks on SF cases and maintain SF cases accuracy

• Reduce Bad demand cases

• Monitor and advise management of escalated issue sand potential roadblocks

• Create workflow and document exact steps for GPC Example Created exact steps for when Fraud is detected.

• Documented and shared steps for critical issues Example EPR outages /Employee Profile record lock out.

• Keep the Team abreast if all new functionalities example changes in Invoices and credit card storage.

On a day-to-day basis, my role includes:

• Analyze results, identify trends and create action plans

• Diagnose and analyze customer issues on our Online Booking Tool

• Creative problem solving skills

• Review Sabre and Apollo PNR's

• Follow up on Escalations with colleagues and Concur to ensure resolution

• Get on Client, CGM and Vendor calls (Coordinate the call)

• Provide guidance on issue resolution and escalation.

• Strong prioritization of Cases, time management and creative problem solving where I go outside the box.

• Lead and influence colleagues and motivate them

• Keep Teams informed of changes /Include the in any trainings offered.

• Project Work-Example Update Azul key on Brazil sites.

• Effectively and professionally represent/support GPC