Requests
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Work Background
American Express GBTSR.SCRUM MASTER
Mar. 2015Ontario, CanadaWorking closely with the Product Owner and team in implementing Scrum framework. Our team develops automated ticketing solutions for travel agents (end users) and KPI analysis and reporting solutions for leadership team.
• Collaborate with product owners, team members to define solutions and drive automated software development.
• Conduct Scrum ceremonies such as sprint planning, backlog grooming, daily stand-up, sprint reviews, and retrospectives.
• Coach team in Agile practices and provided necessary mentoring.
• My role requires me to work closely with Directors and sr. leadership team, to conduct walk-through of the automated ticketing feature increment by airline/group policy.
• Worked closely with Product Owner and SME on Guidewire Policy enter Integration functions. Delivered project in Guidewire Policy enter.
• Used my years of domain knowledge on Home /Auto/Travel Insurance to guide team in understanding the business needs of the customer.
• Key Asset years of experience leading teams that develop and support Guidewire applications on Policy/Claim /Billing center & Digital portals.
Highlight: I joined the team to back-fill the previous project manager, who was retiring. I implemented scrum framework to improve team involvement. Scrum has helped us feel proud of our contribution. Now, we are one of the most efficient teams with fastest turn around time.
Merit TravelScrum Master
Feb. 2013 - Feb. 2015Toronto, Ontario, Canada• Performed functional fare load testing for automation using Amadeus.
• Worked independently and collaboratively in a team environment.
• Managed time efficiently and demonstrated strong communication skills.
• Participated effectively in team projects.
• Update customers and senior leaders on progress and roadblocks
• Implement best practices for quality IT project delivery.
• Write, update, and maintain project documentation.
• Streamline and optimized workflow and communication through Agile frameworks.
Merit TravelSr. Air Ticketing Automation
Feb. 2012 - Jan. 2013Mississauga, Ontario, Canada• Handled ticketing queues, including travel change/cancellation queries and group quotes/bookings.
• Trained, supported, and mentored new hires in GDS Training and process knowledge.
• Acted as a Team Leader, addressing escalation calls and distributing tasks among team members.
• Investigated insurance claims, evaluated liability, and processed settlements.
• Performed functional fare load testing for automation using Amadeus.
Highlight: With my expertise in Ticketing and GDS, I was ‘the chosen one’ in working with the IT team in developing software that helped team in automation of schedule changes process (Amadeus Autochanger). 10 manual steps automated to 4, leading to 40% increase in productivity and 60% improvement in customer satisfaction.
British AirwaysAir Ticketing and Audit Specialist
Apr. 2004 - Jan. 2011New Delhi, Delhi, India• Book global travel destinations for various travel needs (open-jaw, round-trip, multi-destination, round-the-world).
• Provide back-office emergency and after-hours support for ticketing, exchanges, disruptions, and schedule changes.
• Conduct process training for new hires and lateral move employees.
• Worked as a DATA PROTECTION TEAM LEAD, handling secured profiles of VVIPs.
• Responsible for pre-flight and post-flight data recording.
• Proficient in WinBabs and Departure Control System.
• Experience with the World Tracer system for baggage tracing.
• Worked at the airport, assisting with various tasks.
• Handled voluntary and involuntary re-scheduling and re-issuing of tickets.
• Assisted travel agencies across Asia, S.W. Pacific, Dubai, and UK with their inquiries.
• Conducted debit memo audits.
• Experienced in fare loading and fare transmission scripting.
• Proficient in in-flight scheduling using DCS control.
• Expertise in using World-Tracer to help passengers locate lost baggage.
• Recognized for exceptional expertise and assigned additional responsibility as a Line-Trainer.
• Consistently achieved sales targets and maintained a 100% quality score.
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