SSCI Delivery, SME
April, 2024 – Present

• Providing strategic solutions for check-in-related defects tracked via JIRA and Salesforce, overseeing the end-to-end activation of SSCI (Sabre Sonic Check-In) for Sabre-hosted airlines.
• Partnering with development teams to integrate SSCI enhancements, configuring host systems and operating environments based on airline-specific requirements.
• Executing validation testing in development environments, coordinating parallel testing with clients, and ensuring smooth production transition post-approval.
• Collaborating with internal teams, release management, and airline partners to ensure timely product releases and seamless migration processes, ensuring full SSCI functionality.
• Directed ISR (Intelligence Seat Reaccom) deployment for a key airline, successfully completing several SSCI implementations, including security and check-in features for multiple airline partners.
• Coordinated production setups and ensured efficient validation following customer sign-off, facilitating timely activation.
• Played a crucial role in migration initiatives, ensuring smooth transitions and operational functionality post-activation.
• Leveraged tools such as SNTE, JIRA, Sabre Interact, GitHub, Salesforce, GCP, Swagger, and SQL DB for effective deployment, troubleshooting, and issue resolution
• Facilitated collaboration between business stakeholders, development teams, and airlines, ensuring the alignment of technical requirements with operational needs.
• Spearheaded performance optimization initiatives for SSCI, identifying key areas for improvement and implementing solutions to enhance system speed and reliability.
• Evaluated new industry trends and emerging technologies, recommending innovative solutions to enhance the SSCI product and address evolving customer needs.
• Ensured seamless post-implementation support for clients, offering expert advice on troubleshooting, system maintenance, and ongoing product enhancements.

Ancillary Offload Project, TPM
July, 2023 – July, 2024

• Assessed client needs and developed user stories for feature enhancements, collaborating with the Sabre product owner to refine and prioritize requirements.
• Delivered ongoing functional support to the development team throughout the software development lifecycle, performing QA testing to ensure functionality and compliance.
• Identified, logged, and managed defects discovered during testing using JIRA, engaging in weekly discussions with product owners to prioritize critical issues.
• Presented functional demos to the Sabre product owner following each sprint, collaborating with cross-functional teams to troubleshoot and resolve technical challenges.
• Participated in weekly status meetings with the Sabre project team, ensuring alignment on progress and milestones, and successfully delivered all assigned features within 12 months.
• Leveraged tools like SNTE, JIRA, Rally, and Postman for managing issues, tracking sprint progress, and conducting testing.
• Collaborated with stakeholders to gather and analyze feedback on new features, ensuring that deliverables aligned with client expectations and business objectives.
• Transformed functional requirements into actionable user stories by breaking down complex client needs into well-defined features and tasks.
• Facilitated cross-functional collaboration between product, development, and testing teams to ensure seamless communication and alignment.
• Validated product features through acceptance criteria testing, ensuring that all deliverables met quality standards and adhered.

PNR Display Offload, TPM
July, 2020 – June, 2023

• Evaluated client specifications and created user stories for new features, providing functional guidance to the Sabre product owner and development team.
• Delivered functional presentations to the product owner, compared log validations (TSTS/CERT/PROD), and logged defects in JIRA based on discrepancies found during validation.
• Coordinated with Sabre release management for system offload activations, creating change requests (CRs) for TSTS/CERT/PROD, and providing ongoing activation support and progress reports to the program team.
• Conducted daily offload traffic analysis, worked with multiple Sabre teams to troubleshoot functional issues, and participated in weekly status calls with the Sabre product owner and teams to review critical issues and project milestones.
• Worked with Sabre helpdesk to resolve production issues and successfully migrated PNR Display functionality for all TN PCCs and airline partitions within 30 months.
• Utilized tools like SNTE, JIRA, Rally, GCP Compare Tool, and VXRAY for issue tracking and project management.
• Led cross-functional teams, coordinating with development, QA, and product management to ensure timely and successful delivery of technical projects in line with client specifications.
• Managed end-to-end project lifecycle, including planning, scoping, risk assessment, and resource allocation, to ensure efficient execution and delivery within deadlines.
• Facilitated communication between business stakeholders and technical teams, ensuring alignment on project goals, timelines, and milestones.
• Developed and implemented project plans, tracking progress against timelines, and proactively identifying and mitigating risks to keep projects on track.
• Led system integration efforts, coordinating with external teams for successful deployment of updates, patches, and new features in production environments.

TN EMD Activation Team, Business Analyst
December, 2016 – June, 2020

• Interpreted client specifications related to carrier data integration and executed necessary configurations in staging environments, collaborating closely with airline partners and cross-functional development teams.
• Participated in recurring status syncs with airline stakeholders and coordinated with Sabre release teams to secure go-live approvals for EMD deployments.
• Designed and validated functional test scenarios for GDS platforms such as Sabre, Abacus, and INFINI; implemented automated testing workflows using SoapUI.
• Logged and tracked system anomalies via JIRA and Bugzilla, driving resolution through retesting and validation post-deployment fixes from carrier systems.
• Successfully led the EMD product activation for the following 25+ airlines over 42 months including LATAM Airlines Group, Gulf Air, Jet Airways, Philippine Airlines, Turkish Airlines, WOW Air, Air Serbia, Aegean Airlines, Icelandair, Air Berlin, Vistara, LOT Polish Airlines, Japan Airlines, Ukraine International Airlines, SaudiGulf, Flybe Limited, Vietnam Airlines, SriLankan Airlines, EL AL Israel Airlines, Arkia Israeli Airlines, Flybe, Air Canada, Saudi Gulf Airlines, Air Niugini (PX), Cabo Verde Airlines.
• Leveraged industry tools like Sabre RED, Sabre View, JIRA, and Bugzilla to manage test execution, monitor issues, and ensure seamless product rollouts.
• Collaborated with cross-regional teams to streamline the onboarding process for airline carriers, reducing EMD activation turnaround time by up to 30%.
• Ensured high availability and performance of EMD solutions through proactive regression testing, load validation, and risk-based prioritization.
• Conducted root cause analysis (RCA) on complex integration issues and recommended corrective actions, resulting in improved test cycle efficiency.
• Created detailed documentation and user manuals for internal teams and airline clients, facilitating knowledge transfer and long-term process sustainability.
• Played a key role in enhancing test frameworks to support multi-GDS integration, leading to improved test coverage across Sabre, Abacus, and INFINI platforms.

GDS Ticketing, Test Analyst
January, 2011 – December, 2016

• Formulated and implemented robust quality assurance plans and validation scenarios to assess both new deployments and legacy ticketing functionalities in live environments.
• Executed comprehensive functional, integration, and regression testing across STS and CERT systems, and documented issues using JIRA for streamlined resolution.
• Partnered with multi-disciplinary teams including PNR, EMD, PAYMENTS, OS, and Teletype to drive cross-module quality assurance in collaborative workflows.
• Provided technical guidance to automation teams for test script creation and facilitated knowledge sharing sessions with business analysts and development stakeholders.
• Facilitated recurring global stakeholder meetings to report progress, mitigate risks, and drive alignment on quality expectations.
• Guided and supported junior QA professionals through structured onboarding, hands-on mentoring, and active coordination in high-impact projects.
• Verified and certified complex ticketing and airline product updates such as ATPCO OB BIN Enhancements, IATA Global PIR Notices, DOT Baggage Mandate, Edifact ET Upgrades, and LATAM Refunds & Exchanges.
• Led bug triage sessions, maintained QA dashboards, and ensured defect lifecycle closure within targeted release timelines.
• Addressed functional inquiries and clarified testing processes to ensure consistent understanding across teams and proper documentation adherence.
• Leveraged tools and systems including TN32, Sabre Red, SNTE, ATPCO Fare Manager, JIRA, ALM/Quality Center, Rally, and BSP to support daily QA operations.
• Developed and optimized reusable test suites to enhance test coverage and reduce validation time across multiple ticketing and PNR modules.
• Ensured traceability of test cases to business requirements and design documents, aligning testing outcomes with stakeholder expectations.
• Validated API responses and backend processes to ensure system stability, data integrity, and accurate downstream communication.
• Participated in UAT support and post-production validation to ensure smooth feature rollout and immediate resolution of critical issues.

Worldspan and Galileo Database Management Team, Semior Process Associate
September, 2009 – December, 2010

• Managed a team of 11 members, overseeing the maintenance and update of baggage, fuel (YQ/YR tax), and tax information databases as per airline specifications, and resolving discrepancies in YQ/YR taxes and real-time tax escalation issues.
• Addressed issues raised through various communication channels (GRDBM, GRPRICE, etc.) and service centers, managing tasks related to currency adjustments, fare discrepancies, and HIP/EMA updates.
• Analyzed and resolved fare pricing issues by utilizing ATPCO’s inquiry mode to ensure correct fare basis code application and accurate pricing.
• Delivered process training to team members and oversaw data updates for key airlines, including Emirates.
• Employed tools and platforms like Lotus Notes, VM4, ATPCO, Worldspan, Galileo, Apollo, GEMS, Taxgui, DC95, and Service Center to streamline workflow management.

Worldspan and Galileo ADM Team, Senior Process Associate
September, 2008 – August, 2009

• Led a team of 11 members, providing guidance and leadership to ensure smooth execution of tasks.
• Reviewed airline ticketing data and generated periodic reports (daily, weekly, monthly) on Debit Memos raised by airlines due to fare discrepancies, tax under-collection, or rule violations.
• Investigated and resolved Debit Memos, ensuring accuracy and disputing with airlines to finalize and close cases, leading to revenue recovery.
• Managed communication with clients and airlines, providing requested information and collaborating with the Airline Relations Team to resolve Debit Memo disputes.
• Utilized GDS systems (Galileo, Apollo, Worldspan) to conduct research and analysis and worked with internal tools (GEMS, ATPCO, Tax GUI) to validate data such as currency, baggage policies, booking class, and taxes.
• Processed final payments for Debit Memos following comprehensive research and issue resolution.
• Monitored Debit Memo trends to identify recurring issues and implemented proactive measures to reduce disputes and improve the resolution process.
• Developed and maintained detailed tracking systems for Debit Memos to ensure transparency, timely follow-ups, and compliance with client and airline expectations.
• Collaborated with cross-functional teams (finance, operations, legal) to resolve complex Debit Memo cases and ensure seamless processing of claims and disputes.
• Created training materials and conducted knowledge-sharing sessions for internal teams on handling Debit Memos, best practices for data analysis, and communication strategies.
• Provided insights and recommendations for process improvements, streamlining workflows and reducing the time taken to resolve Debit Memos.

• Oversaw Airline Debit Memo resolutions for travel platforms like Travelocity, Lastminute.com, and Zuji, conducting investigations and addressing discrepancies to recover revenue.
• Conducted detailed analysis of airline ticketing data and produced regular reports (daily, weekly, monthly) on Debit Memo trends and outcomes.
• Investigated and validated Debit Memos to confirm the accuracy of airline charges, collaborating with airlines and clients to address disputes and ensure correct settlements.
• Managed communications between clients and airlines, promptly responding to queries and ensuring seamless information exchange.
• Utilized Global Distribution Systems (GDS) such as Galileo, Apollo, and Worldspan, along with internal applications (Sabre GDS, Sabre Debit Memo Application, Cognos, Juno, BSP) for in-depth research and problem-solving.
• Partnered with the Airline Relations Team to resolve complex Debit Memo issues and processed final payouts after thorough investigation.

• Conducted thorough audits of published/NET fares and airline refund notices, effectively managing and resolving disputes on behalf of the airline.
• Issued and tracked AMDs to travel agents, addressing audit-related queries and disputes with airlines to ensure timely resolution.
• Utilized CRS platforms, including ATPCO, PARS, Amadeus, and Sabre, to perform detailed audits and drive efficient dispute resolution processes.

Other Courses:

• Basic & Advanced Fare Construction & Proration: Gained expertise in calculating and structuring airline fares and understanding complex fare rules and proration methods.
• Testing Concepts: Acquired foundational knowledge in software testing principles, methodologies, and best practices.
• Effective Listening Skills (IS): Developed advanced listening techniques to improve communication and understanding in both professional and personal settings.
• Customer Relationship: Learned strategies for fostering and maintaining positive relationships with customers to drive satisfaction and loyalty.
• Leadership Essentials for Project Leader: Enhanced leadership and management skills to effectively lead project teams, make decisions, and achieve project objectives.
• Test Automation Training (QC + QTP): Gained proficiency in automating testing processes using QuickTest Professional (QTP) and Quality Center (QC) tools.
• Functional Testing: Acquired practical knowledge of functional testing processes to ensure software meets its design and user requirements.
• Analytical Skills: Developed strong problem-solving abilities, including data analysis, critical thinking, and decision-making.
• ISTQB Training: Completed the ISTQB Foundation Level certification, gaining a comprehensive understanding of software testing standards and practices.
• Uplifting Customer Service: Learned techniques to enhance customer service skills, ensuring superior customer experiences and satisfaction.
• Basic Presentation Skills: Creating a Presentation: Gained skills in creating clear, engaging, and effective presentations for diverse audiences.
• Basic Presentation Skills: Planning a Presentation: Learned how to plan and structure presentations for maximum impact and audience engagement.
• Time Management: Acquired effective time management techniques to increase productivity and meet deadlines efficiently.

Achievements:

• Awarded the Award of Excellence in 2013, recognizing outstanding contributions and exceptional performance in driving organizational success.
• Honored with the Customer Choice Award in 2015 for consistently delivering exceptional service and exceeding customer expectations.
• Received the Role Model Award in 2016 for demonstrating exemplary leadership and serving as a positive influence within the team and organization.
• Inducted into the Wall of Fame in 2016 for spearheading a successful EMD activation for the LATAM group, making a significant impact on regional growth.
• Recognized with the PAT on the Back Award in 2017 for continuous dedication, outstanding teamwork, and exceptional contributions to company goals.
• Awarded the Spot Award in 2019 for going above and beyond in delivering exceptional results and exceeding expectations on key initiatives.
• Honored with the PAT on the Back Award in 2021, highlighting sustained high performance and leadership excellence in challenging times.
• Awarded the prestigious Award of Excellence in 2023 for consistently delivering exceptional results and significantly contributing to the organization’s growth and success.