Sr. Business Analyst

Karalyn D. Taylor

**** ********** **** ****: 214-***-****

Keller, Texas 76244 Email: *************@*******.***

Professional Summary

Senior Business Systems Analyst with 15+ years of proven expertise in

second tier support between Fortune 500 companies in the U. S., Singapore,

Uruguay, and Bahrain. Proven ability to implement from start-up strategic

call center initiatives to include: training, evaluating, and establishing

standard operating procedures. Recipient of Service Excellence and Peer

Recognition Awards. Career includes National / Premier Account Management

of multi-million dollar accounts. Excellent communication skills

complimented with conversational Spanish. Culturally aware and diversity

trained, with strong political and business acumen. Passionate about

problem resolution in a timely manner and customer focused.

Mentoring / Training Sales / Marketing Talent Management

Diagnostics Data Warehousing

Research Microsoft Office Native Sabre GDS

CRM

Professional Experience

SABRE-HOLDINGS, Southlake, Texas, 2012-2013

The world's largest electronic network serving travel agencies, airlines

travel suppliers, corporations, and

government agencies.

Senior Business Analyst Ticketing/Automated Exchanges & Refunds/Agent

Sales Reports

Facilitated Airline ticketing activations. Controlled Multi-host tables.

Participated in Airline cutovers and

system upgrades for National Airlines of Argentina and United Arab

Emirates.. Functional knowledge of Interact Interface GUI. Native Sabre

expert. Received mentoring in QA ALM Quality Center/JIRA/VersionOne

. Analyzed and designed business requirements for multiple software

products

. Translated requirements to acceptance criteria for software

enhancements

. Analyzed reported software problems /assistance in prioritizing them

for development life cycle

. Managed Projects for new customer implementations

. Primary liaison between customer support consultants and development

. Performed internal and external product training and training support

. Conducted/Participated in teleconference with clients and development

teams

. Worked within an Agile development process.

SOUTHWEST AIRLINES, Dallas, Texas, 2009-2012

The United States' most successful, low fare, high frequency point-to-point

carrier.

Source of Support Representative I

Provided software support to airports and reservations offices for daily

operational needs.

. Analyzed and resolves problems of various levels of complexity

. Researched and recommend alternative actions for problem resolution.

. Escalated issues with appropriate documentation to technology

personnel.

. Maintained proficiency on Airline's reservations application

(QIK/Navitaire)

WORLDVENTURES/ROVIA, Plano, Texas, 2008-2009

A lifestyle company that markets travel related products and services.

Global Distribution Systems Coordinator 2008-2009

Supervised the installation of the Sabre Global Distribution System.

Performed ad-hoc department wide training. Solved technical issues. Made

and managed travel arrangements for corporate executives and staff members.

. Oversaw specialized tour packages. Provide solutions for VIP clients

as requested by Executive Director to maintain customer loyalty.

Prepared destination documentation for staff and clients. Created and

distributed departmental meeting correspondence. Exposure to the

WorldSpan GDS.

Karalyn D. Taylor

Page Two

Sabre-Holdings, Southlake, Texas, 1995 - 2007

Campaign Marketing Associate, 2006 - 2007

Promoted to manage the conversion of 7,920+ North American travel companies

from host based Sabre to internet platform called MySabre. Provided

individual training to assure customer satisfaction and retention.

. Migrated 34,920 individual terminal line addresses one month ahead of

schedule reducing related expenses and increased productivity to

maximize revenues.

. Launched a new software enhancement module as a result of completing

migration project ahead of schedule, which allowed for an additional

avenue of revenue.

. Interfaced on a daily basis with cross- functional teams, diverse

workforce, and resolved hesitations and fears related to software

conversions.

Senior Technical Support Analyst, 1995 - 2006

Provided accelerated second tier electronic network support for internal

system users, National / Premier Accounts and General travel Agencies

comprising of 3-60 agents. Troubleshot, researched, diagnosed and

documented system issues. Interfaced with other divisions as required to

resolve issues timely and satisfactorily.

. Consistently exceeded operational goals-Call Tracking 98% of calls.

. Resolved presenting problems with an average talk time under 300

seconds and average work time under 21 seconds.

. Selected as a member of the conversion project team in Singapore.

. Transitioned over 5,000+ agencies in Asia from competing global

distribution system to Sabre.

. Assisted with training both on and off-site

. Selected as member of Global Initiative project in Uruguay.

. Conceptualized and instituted accelerated classes for new employees.

. Instructed continuation training for advanced level employees.

. Provided group, individual and specialized training, motivation and

mentoring.

. Prepared specialized curriculum on requested subject matter.

. Provided ongoing support after assignment was completed.

. Selected as member of Gulf Air / Middle East Expansion Project.

. Led preparation duties of newly established regional office in

Bahrain.

. Conducted customized new hire training curriculum for specific region.

. Conducted individualized training for students from surrounding Middle

East counties.

. Provided extensive evaluations for local management and support upon

completion of project.

Pottery Barn, Southlake, Texas 2001 - 2004

William-Sonoma entity specializing in home d cor.

Part-Time Sales Associate

Member of Sales team which marketed high end home furnishings and

accessories.

. Cultivated repeat and referral business through excellent customer

relations.

. Created floor and sales displays using corporate guidelines and

personal style.

. Assisted with new hire training.

American Airlines, Hartford, Connecticut / Cary, North Carolina 1985 -

1995

The world's largest airline, serving 250 cities in over 40 countries with

4000+ daily flights

Domestic Sales Resolution Support / FlyAAway Vacations Resolution Support

Representative

Karalyn D. Taylor

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Provided support to newly hired Reservations Sales Representatives.

Offered council, motivation and tools necessary to insure that agents

effectively sold space on American Airlines. Conducted group and

individual training.

. Provided second tier support to leisure representatives.

. Responsible for problem resolution and research.

. Prepared sales team meeting agendas.

. Attended meeting and seminars with travel professionals affiliated

with leisure markets.

Education

Diploma, South Catholic High School, Hartford, Connecticut, 1980 - 1984

Graduated in top 10% of class

College Preparatory Curriculum with concentration on English and Art

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