Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Suzanne Cruz

Azle,TX

Summary

Seasoned professional with robust expertise in project management and customer service within the aviation sector. Adept at enhancing operational efficiency and ensuring customer satisfaction through strategic planning and execution. Proven track record in leading cross-functional teams and delivering quality technical solutions. Committed to continuous improvement and excellence in service.

Overview

31
31
years of professional experience
1
1
Certification

Work History

Hospitality Team Member

Colonial Country Club
Fort Worth, Texas
04.2025 - Current
  • Resolved guest complaints to enhance overall satisfaction levels.
  • Maintained cleanliness and organization in service areas during shifts.
  • Communicated company rates, amenities, and current promotions effectively.
  • Delivered excellent customer service to ensure guest satisfaction.
  • Identified cost-saving opportunities to maximize profits.
  • Exceeded established service goals by leveraging customer service and sales best practices.
  • Managed employee performance to optimize service delivery.

T

Synaptic LLC
Plano, TX
10.2023 - 03.2025
  • Analyzed and enhanced ARA testing strategies to ensure project alignment with budget and timelines.
  • Collaborated with internal and external departments to facilitate effective communication.
  • Provided regular updates to stakeholders regarding business development initiatives.
  • Reported weekly on UAT/BPT testing metrics to track performance and outcomes.
  • Managed the business development plan efficiently to achieve specified objectives.
  • Developed and delivered presentations for both internal and external teams to convey project status.
  • Adhered to a comprehensive business growth strategy, maintaining budget compliance, and meeting deadlines.
  • Managed vendor relationships to ensure timely delivery of products.
  • Implemented efficient tracking systems for vendor performance metrics.
  • Resolved conflicts between vendors and internal stakeholders in a timely manner.
  • Tracked contract renewals, expirations, amendments, and terminations.

TX

Sabre Travel Technology
Southlake, TX
04.2012 - 05.2023
  • Collaborated with cross-functional teams to align product requirements and deliver high-quality technical solutions as travel technology SME.
  • Managed product backlog and prioritized features for development sprints.
  • Facilitated meetings with stakeholders to gather feedback on product improvements.
  • Developed user stories and acceptance criteria for feature enhancements.
  • Coordinated with engineering teams to ensure timely delivery of product updates.
  • Assisted in creating training materials for users on new product features.
  • Managed product and project risks, scope changes and other non-standard events throughout product planning and development.
  • Led collaboration between teams from different departments to ensure successful delivery of projects.
  • Communicated regularly with customers to understand their needs and develop solutions that meet them.
  • Managed the day-to-day activities of a cross-functional product development team.
  • Documented system specifications, use cases, business rules, process flows and other technical details associated with the product launch.
  • Monitored milestones and deliverables to stay ahead of schedules and proactively spot potential roadblocks.
  • Identified market trends and customer needs, developing innovative solutions for competitive advantage.
  • Monitored performance of technical solutions, troubleshooting issues to optimize results.
  • Partnered with stakeholders to deliver high-quality products, leveraging product and technical expertise to exceed customer expectations.
  • Presented project enhancements and initiatives to American Airlines and Agency Travel Network in detail.
  • Launched products on schedule while achieving performance and productivity goals through clear communication with customers.

TX

American Airlines
Fort Worth, TX
01.2001 - 04.2012
  • Managed auditing processes for international tickets across eight European countries.
  • Analyzed business processes to identify areas for improvement and efficiency.
  • Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
  • Delivered timely support by tracking issues and communicating resolutions to end users.
  • Worked closely with clients, technicians, and managerial staff to provide operational support and project updates.
  • Coordinated with departments including sales, revenue management, and pricing.
  • Conducted daily report queries to verify contracts and ensure balanced debit memorandums.
  • Resolved disputes related to debit memorandums through effective communication with travel agencies.
  • Performed month-end statistical data analysis to support financial reporting.
  • Created and distributed month-end close data to inform Revenue Accounting management.
  • Provided technical support for analytics troubleshooting, enhancing reporting accuracy.
  • Developed scripts and queries to extract and analyze data from diverse sources.

CA

American Airlines
Los Angeles, CA
11.1994 - 01.2001
  • Designed and delivered comprehensive training programs for customer service professionals on product knowledge and communication techniques.
  • Mentored new trainers to ensure consistent delivery of training programs.
  • Led classroom sessions on topics related to effective communication techniques when dealing with customers.
  • Coordinated recruitment and placement of training program participants.
  • Monitored training costs and prepared budget reports to justify expenditures.
  • Developed training materials aligned with company standards to enhance customer service quality.
  • Monitored training effectiveness, implementing adjustments to improve learning outcomes and customer satisfaction.

Education

Associate of Arts - POPM Certified SAFe5 Product Owner/Product Manager

SAFe
Dallas, TX
10-2024

Associate of Arts - Lean Process Project Management Essentials, Executive Management, Agile Project Management Fundamentals (APMF)

Dallas, TX
Dallas, TX
09-2012

Associate of Arts - Tourism and Travel Management

Cypress, CA
Cypress, CA
09-1994

Associate of Arts - General Studies

Huntington Beach, CA
Huntington Beach, CA
05-1994

Skills

  • Microsoft Office Suite: proficiency in Word, Excel, PowerPoint, and Outlook
  • Spreadsheets: Advanced skills in Excel and Google Sheets, including formulas, pivot tables, and data visualization
  • Data analysis tools: proficiency in using software like Tableau, R, and Python for data analysis
  • Customer relationship management (CRM): using tools like Salesforce
  • Project management: Trello, Asana, Microsoft Project, Google Drive
  • Database management: experience with SQL, Microsoft Access, and other database management systems
  • Collaborative communicator, building strong relationships and fostering teamwork, adept at facilitating discussions, resolving conflicts, and achieving consensus among diverse groups

Certification

  • Project Management Professional (PMP)
  • SAFe Agile Product Manager
  • 82698340-8780
  • Issued Oct 2024 - Expires Aug 2025

Languages

Spanish
Professional

References

References available upon request.

Timeline

Hospitality Team Member

Colonial Country Club
04.2025 - Current

T

Synaptic LLC
10.2023 - 03.2025

TX

Sabre Travel Technology
04.2012 - 05.2023

TX

American Airlines
01.2001 - 04.2012

CA

American Airlines
11.1994 - 01.2001

Associate of Arts - POPM Certified SAFe5 Product Owner/Product Manager

SAFe

Associate of Arts - Lean Process Project Management Essentials, Executive Management, Agile Project Management Fundamentals (APMF)

Dallas, TX

Associate of Arts - Tourism and Travel Management

Cypress, CA

Associate of Arts - General Studies

Huntington Beach, CA

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