Suzanne Cruz
Product Manager
Azle,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals with years of experience in the airline/travel sector's information technology. A track record of successfully launching excellent IT solutions. Has expertise in a variety of product development methodologies and tenets, such as UML, Agile, and Scrum.
Overview
29
29
years of professional experience
1
1
Certificate
Work History
Principal Technical Product Manager
Sabre Travel Technology
05.2012 - 05.2023
- Collaborated/lead/managed cross-functional projects and supported multiple scrum teams.
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Developed product documentation to communicate upcoming features and products to internal teams.
- Project planning and execution with team members and team leads.
- Managed product demonstrations and testimonials for performance evaluation.
- Coordinated design meetings and decisions with internal departments and teams.
- Supported enhancements for Mainframe Sabre Native System
- Translated product enhancement requests to functional requirement documents for development and customers.
- Managing and prioritizing product backlog items
- Tracked defects within Jira Defect Tracking Tool
- Worked well in team setting, providing support and guidance.
- Excellent communication skills, both verbal and written
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across nights and weekend
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
- Self-motivated, with strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
- Managed time efficiently in order to complete all tasks within deadlines.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with strong work ethic.
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Business Analyst
American Airlines
02.2001 - 04.2012
- Managed auditing process for international tickets issued by travel agencies throughout eight European countries verifying contract was current, daily report queries had been conducted and daily debit memos balanced across systems.
- Communicated with Travel Agency Services regarding disputed debit memos and managed month-end statistical data analysis.
- Created and distributed month-end close data to managing directors of Revenue Accounting and Control.
- Interacted with other AA departments including Sales, Revenue Management, International Accounting offices, Pricing and Distribution.
- Performed gap analysis to identify areas of improvement.
- Provided technical support for troubleshooting analytics and reporting issues.
- Updated and developed scripts and queries to extract and analyze data from multiple sources.
- Collaborated with stakeholders to define project objectives and criteria.
Customer Service Representative Trainer
American Airlines
11.1994 - 01.2001
- Trained staff on operating procedures and company services
- Traveled to various airports to ensure proper.
- Provided premium customer service to American Airlines most frequent fliers and VIPs
- Developed policies and procedures to assist our VIPs for day of departure call center.
- Was involved in preparations of station openings. Assisted with preparedness and operating readiness.
- Worked closely with management to ensure all local and company standards are met.
- Over saw day-to-day operations of airport HUBS and out stations.
- Increased efficiency and team productivity by promoting operational best practices
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives
- Maintained up-to-date knowledge of product and service changes
- Sought ways to improve processes and services provided
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Investigated and resolved accounting, service and delivery concerns
- Investigated and resolved customer inquiries and complaints quickly
- Delivered prompt service to prioritize customer needs
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Cross-trained and provided backup support for organizational leadership
Education
CTA -Certified Travel Associate - Tourism And Travel Management
PACIFIC TRAVEL SCHOOL
Long Beach, CA09.1997
Associate of Applied Science - General
GOLDENWEST COLLEGE
Orange, CA05.1995
Skills
- Project Planning/Execution
- Quality Assurance
- Industry Trends
- Productivity Management
- Business Administration
- Business Analytics/Problem Solving
- Microsoft Office
- WebEx
- Salesforce
- Postman
- XML
- Jira
- Rally
- SQL
- Commercial Aviation
- Technical Support
Certification
MSI-MANAGEMENT AND STRATEGY INSTITUTE
- Lean Process Certified
- Project Management Essentials
- Executive Management
- Agile Project Management Fundamentals (APMF)
Timeline
Principal Technical Product Manager
Sabre Travel Technology
05.2012 - 05.2023
Business Analyst
American Airlines
02.2001 - 04.2012
Customer Service Representative Trainer
American Airlines
11.1994 - 01.2001
CTA -Certified Travel Associate - Tourism And Travel Management
PACIFIC TRAVEL SCHOOL
Associate of Applied Science - General
GOLDENWEST COLLEGE
Similar Profiles
MANSI SHARMAMANSI SHARMA
Senior Software Engineer at Sabre Travel TechnologiesSenior Software Engineer at Sabre Travel Technologies
Susheel SharmaSusheel Sharma
Sr. Project Manager (Client Services) at Sabre Travel Technologies Pvt. LtdSr. Project Manager (Client Services) at Sabre Travel Technologies Pvt. Ltd
NABEEL ANWARNABEEL ANWAR
Sales Officer at SABRE TRAVEL NETWORK PAKISTAN (Pvt.) Ltd, Abacus Distribution Systems Pak. (PvtSales Officer at SABRE TRAVEL NETWORK PAKISTAN (Pvt.) Ltd, Abacus Distribution Systems Pak. (Pvt
Katy McIntyreKaty McIntyre
Hair Stylist at The Beauty SpotHair Stylist at The Beauty Spot
Jason SaezJason Saez
Technical Writer at Macro HelixTechnical Writer at Macro Helix