Shelly Granados Velazquez
Richardson,TX
Summary
Dedicated, customer-driven professional, with strong experience providing inbound software (SaaS) support within the travel and hospitality industry. Proven ability to deliver exceptional customer service, resolve complex issues, and provide client training. Strong attention to detail, multitasking skills, and excellent communication fostering productive client relationships and serving as a reliable escalation point.
Overview
8
8
years of professional experience
Work History
Software Support Specialist
Escapia Vacation Rental Software
03.2021 - 07.2023
- Provided exceptional phone/email support to property managers and business partners by investigating and resolving software application/integration issues.
- Escalated unresolved requests/incident to T2 Engineering/Technology teams.
- Managed the integration onboarding process for new clients.
- Developed comprehensive documentation around process and procedures.
- Conducted continuous analysis of incident drivers to identify areas for improvement.
- Advocated for process and product changes to enhance customer experience and promote simplicity and innovation.
Technical Solutions Analyst II
Expedia Group
06.2018 - 03.2021
- Oversaw connectivity partner outages, from ticket creation to resolution, involving escalation to developers and maintaining client/partner communication throughout the process. Participated in Root Cause Analysis (RCA) for continuous improvement.
- Acted as a liaison between the frontline Expedia Market Management team , inbound level 1 support team, and technology product development teams.
- Conducted research and provided supporting data for advanced investigation inquiries from customers and Expedia Development teams.
Technical Solutions Analyst I
Expedia Group
10.2017 - 06.2018
- Diagnosed and resolved connectivity issues, tool functionalities, and live site problems.
- Produced comprehensive system reports and identified actionable items.
- Developed a deep understanding of Expedia®Connect, Expedia QuickConnect, ExpediaConnect2 connectivity integration systems, and Expedia hotel inventory systems.
- Conducted troubleshooting training sessions for inbound support teams.
Bilingual Lodging Partner Associate III
Expedia Group
01.2016 - 10.2017
- Conducted onboarding calls with hotelier front desk staff.
- Oversaw and updated Rates, Inventory, and Content for hotel partners.
- Identified and resolved platform, finance, and basic technical software issues.
- Addressed finance and invoice inquiries promptly.
- Executed User Acceptance Testing (UAT) for Expedia Partner Central platform roll-outs.
Skills
- Client Training
- Data Entry
- Sales Support
- Software Support
- Data Analysis
- Critical Thinking
- Customer Service
Additional Information
- Expertise in programming languages such as XML, JSON, SQL, and GraphQL.
- Skilled in Slunk Enterprise, SoapUI, Postman, JIRA, and Microsoft SQL Server.
- Strong ability to prioritize and manage multiple tasks to meet client needs effectively.
- Excellent interpersonal skills and communication abilities to build strong client relationships.
- Demonstrated ability to act as the initial point of escalation for complex support issues.
- Skilled working with Microsoft Office tools, CSM tool (salesforce), ServiceNow/JIRA ticketing.
Timeline
Software Support Specialist
Escapia Vacation Rental Software
03.2021 - 07.2023
Technical Solutions Analyst II
Expedia Group
06.2018 - 03.2021
Technical Solutions Analyst I
Expedia Group
10.2017 - 06.2018
Bilingual Lodging Partner Associate III
Expedia Group
01.2016 - 10.2017
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