Customer Support Scrum Master
Resume:
SUBRINA MAZUMDER
Sr.Manager
Permanent Address:
The Grand 1501 Harvey Road,College station Tx-77840 Present working location : Sabre travel Network,Location Bangladesh Cell number: 929-***-****, 88-017********(whats App) Email: *******.********@*****.*** (personal)
*******.********@*******.***.** (official)
Education:
1995:M.Sc in Fisheries, Dhaka University, Dhaka, Bangladesh 1994 :B.Sc. (Hons) in Zoology, Dhaka University, Dhaka, Bangladesh Certificate & Training:
Transferable skill:
Certified on SQL for Data Science from University of California, Davis
Certified on Google Data Analytics Professional Certificate from Google.
Certified on Google IT Support online, Professional Certificate from Google.
Certified on Databases and SQL for Data Science with Python from IBM
Certified on Database Design with SQL Server Management Studio (SSMS) from Coursera .
Certified on Scrum Master Certification: Scaling Agile and the Team-of-Teams from Coursera .
Certified on Database Design with SQL Server Management Studio (SSMS)
Certified on C++ & Java basic from BITM.
Certified on Enhance Student Learning with Interactive Lessons in Nearpod
Certified Build training website by using Google website
Certified Create charts & dashboard Using Google sheet.
Certified ask question to make Data drive Decisions.
Certified .Calculate data in SQL using MT SQL workbench
Certified Programming Foundations with JavaScript, HTML and CSS from Duke University
Certified on Q/A testing on selenium from BITM
Professional skill:
Certified on Master trainer on Abacus Fare & Ticketing from Abacus Private limited,Singapore
Certified on Master Trainer for Abacus Farex 4.5.2 from Abacus Private Limited,Singapore
Certified on Abacus Fares& Ticketing, Basic module
Certified on Abacus fares, Ticketing,Advance module from Abacus Private Limited,Singapore
Certified on Basic Reservation training on sabre system from Jet Airways Mumbai.
Certified on Basic Ticketing training on sabre system from Jet Airways Mumbai.
Certified on “Service Excellence” from Abacus national Private marketing Limited, Singapore
Certified in” I am superior” Hack day, from Abacus Private marketing Limited Singapore .
Certified on” Becoming Effective Trainer “ from Abacus Private limited.
Certified on Automated Exchange from STN(sabre travel network) office,Singapore
Certified on Auto refund from Sabre Travel Network.
Certified on Core functionality & Advance training on Abacus-Sabre red work space from STN(sabre travel network) office,Singapore
Hotel training on Sabre red work space from STN(sabre travel network) office,Singapore
Power connect (Back office training) from Hong Kong office.
Web start & web connect (Online line product) training from from STN(sabre travel network) office,Singapore
LCC (Low cost carrier) training from STN(sabre travel network) office,Singapore.
Sabre RED workspace full training from STN (sabre travel network) office, Singapore.
Ticket Express training from STN(sabre travel network) office,Singapore
Trip Case training from STN(sabre travel network) office,Singapore
Room Deal training from STN(sabre travel network) office,Singapore
Sabre Work lite on Mobile training from STN(sabre travel network) office,Singapore
Certified on Amadeus system on PNR, FARE, QUEUE, GRAPHICAL Course.
Certified on Computer basic knowledge (2 years degree) from Bangladesh Institute
Certified on Bangladesh Travel, hotel & Tourism Operation Course from BHTTI sponsored by BICT technology
(BIT)
Certified on Basic Flight Service Course for customer service from Universal Coaching Home
Certified on English language from Bhuiyan tutorial Limited
Certified on NDC, E-commerce Leisure, Ticketing Express, Automation Hub from Sabre Soft Skill:
Presentation skills, Collaboration, Communication, Research, Data analysis for problem solving skills, Adaptability, Attention to detail, collaboration, Team leading as a scrum Master PERSONEL:
ALION Citizen ship of U.S.A
PROFESSIONAL EXPERIENCE:
2015-Present: Senior Manager of Customer support, Product & training Company name:
Sabre Travel Network (Bangladesh) Limited.
Office: +88 02 8189373-6 (Ext-109)
http://www.sabretn.com
http://www.sabretn.com.bd
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Current Role:
Currently working as a Senior Manager of Customer support, Product & Training at an Sabre Software System is a network/platform that enables travel technology and their clients to access travel data, shops for and compares reservation options and book travel.
Leading challenging work in the world's leading provider of solutions for the travel industry, including agencies, corporations, suppliers, developers, government and online.
Work on new project as a Scrum master .(Leader)
Attend on conference call, resolve travel solution, conducting training & making events & presentation.
Worked on domain, including call record, Training record, also maintained on software and product .
As a SQL developer always write simple and complex quires using Triggers, store procedure, function, views etc
As ETL developer use SSIS tool extract data from data from various sources such as EXcel, Flat file, CVS and RDDMS systems such as SQL, Oracle and Teradata.
Bring the data to staging area and complete a DQ check before applying the transformations based on the requirement.
USE SSRS to Generate Reports such as Matrix, Tabular, Parameterized,drop down, Drill through and drill down
Visualize the Report and create dashboard.
Deploy all the courses or SSIS package to various environment.
The role is depth knowledge of Sabre systems and products.
This role is also responsible to measure quality and quantity of customer service and feedback to derive market strategies for exceptional customer service Reporting.
The role also one to have efficient team management skills with an attitude of collaborate to win .
Derive a shift- based work schedule with the team.
Analyze the call patterns and derive inputs for training.
Evaluate the quality of email and conversation skills.
Report deviation in process – both external and internal.
Provide inputs to the leadership and the team for improvement.
Training s – evaluate market needs and derive a training plan based on feedback from the calls and the sales team .
Goal is to reduce the number of emails and calls and escalations over a period of 6 months with gradual improvement in the scores
Leading challenging work in the world's leading provider of solutions for the travel industry, including agencies, corporations, suppliers, Airlines and online.
Attend on conference call, resolve travel solution, conducting training & making events & presentation.
Meeting, liaison with All customer support employee of Sabre & others department.
Perform on customer support, Product sells conducting training to Travel agents.
Attracts potential customers by answering product and service questions; suggesting information about other products and services.
Opens Travel Agents profile accounts in Central service training
Maintains customer record call on category base.
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Conduct skills gap analyses to Travel agents & week base contacting Reservation & Ticketing Training
Internal Training to NMC staff & conducting out site training.
Prepare educational material (e.g. design manuals and order books -17 years using manual Ta by preparing me)
Select educational methods, like on-the-job coaching, conferences, workshops and learning courses
Schedule regular soft-skills development and management trainings
Assess the impact of training on employee performance
Liaise with external partners and outside training, as needed
Gather feedback from trainees and trainers verbally after each session
Trouble shoot all entry related, fare, PNR related problem & help to CS staff to resolve it earlier.
Maintain & Monitoring, yearly assessment, activities report of Helpdesk staff & Leave sine in, supervising to Helpdesk counter work etc.
Liaison with Head office concern person of Helpdesk, Training & Product as a problem solving as a Data Analytic.
Company performance:
Stakeholder, Buyers and sellers through the Sabre global distribution system (GDS) Sabre Global Distribution System, owned by Sabre Corporation, is used by travel agents and companies around the world to search, price, book, and ticket travel services provided by airlines, hotels, car rental companies, rail providers and tour operators. Sabre Travel Network is a global technology company serving the world’s largest industry travel and tourism. Our travel marketplace connects buyers and sellers around the world. Through innovative,
The Sabre GDS system is connected to more than 400,000 travel agents around the world, who are serving to end clients. The Sabre system processes more than one million travel booking transactions per minute in high season.
Website : http://www.sabretravelnetwork.com
Industry: Leisure, Travel & Tourism
Experience working year:
2015 to Present Customer Support & Training Leader In sabre Travel Network in Bangladesh market . 2015 to 2021: Customer Support, Product & Training Leader In sabre Travel Network in Bangladesh market . 2003 to June 2015:
Supervisor of Customer support, product& Training at Abacus Bangladesh National Marketing Limited, Dhaka Bangladesh
Perform on customer support, Product sell, conduct training to Travel agent at Bangladesh national marketing limited. Worked for Abacus International Private Limited, a travel facilitator company - providing Travel information for reservation booking service, ticketing, Hotel, cruise, Insurance deal etc in Asia pacific region. Company was enable to travel agencies to access schedules, compare fare information, booked issuance airlines tickets as well as a host of other non-air contents. It also involved Get there & online travel management solution which streamlines & automates various facets of corporate travel procurement & customer relationship management solutions to Tourist organizations. The company was founded 1988 based in Singapore. 2001-2003: Reservation, Ticketing officer at Jet airways from Dhaka Bangladesh 2001-2003: Reservation, Ticketing at Royal Jordanian airlines from Dhaka Bangladesh Commented [h1]:
2000-2001: Customer Support Executive at Consultant Forum Limited Role:
Made liaisons with client service with client organization.
Managed commercial documents & customer correspondence
Maintained account records processed bills & payments.
Received customer phone.
Reporting & analysis on customer care, Training and product requirement. Personnel Award & Recognitions:
Personnel award:
2008 performance award for best handing of Customer support, & Training conduct Singapore Abacus Private National Marketing Limited.
2010 performance award for best Marketing from Abacus product Singapore Abacus Private national marketing Limited.
Company Award:
Product & marketing growth award.
Sabre red workspace Higher adaptation
Upsize me
High growth training
Extra Activities:
Active member of Rotact club (shamoli pioneer) -Member of social activities. Assistant secretary of Subcommittee of Bangladesh Awameligue on 2014-2019 Secretory of class 91 batch Zoology batch.
Requirement to Join :
Ready to Relocate USA (Y/N): Yes
Work Authorization: Valid Green card in USA
Preferred Mode of Contact Phone : 880********** or Microsoft team, zoom,slype, whats apps /Any date -US Thursday or Friday is available for interview or any time to USA morning or evening period by 12 AM or 12 AM
Expected Pay Rate/ Salary (All-Inclusive): As per company standard policy
Availability to Start (Date):Earliest -From Current job to Resign period before 2 months before let them to know.
Availability for Phone & Skype Interview (Date/ Preferred-Any date send to me link prefer time USA morning time or evening Reference:
Ahia Golam
President of AU petroleum,USA
Cell number : 954-****-***
Omar Farooq Malik
Ex- CEO of Sabre Bangladesh Travel Network
Cell number:880**********
Saiful Haque
Present CEO of Sabre Travel network
Veena Sajee
Regional Director, South Asia, Sabre Travel Solutions Mobile +91-990*******
Sabre.com
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