CRM-Program Administrator / Quality Assurance AnalystPromoted as Program AdministratorJoined as Travel Agent• Managed a complex, comprehensive workload to provide program operations, quality assurance and access management support for operationalization multiple Travel and loyalty rewards programs offered by key financial clients including AEROPLAN, BMO, RBC, TD, CUETS, Husky, MBNA, Vancity and Scotiabank, among others.• Involved with release of new programs and new… Show more CRM-Program Administrator / Quality Assurance AnalystPromoted as Program AdministratorJoined as Travel Agent• Managed a complex, comprehensive workload to provide program operations, quality assurance and access management support for operationalization multiple Travel and loyalty rewards programs offered by key financial clients including AEROPLAN, BMO, RBC, TD, CUETS, Husky, MBNA, Vancity and Scotiabank, among others.• Involved with release of new programs and new platforms for travel and merchandise rewards, while optimizing the program to achieve and enhance the KPIs.• Supported the implementation of multiple platforms for external as well as internal clients, in a fast-paced, highly secure work environment. • Identified and tracked issues, raised tickets for resolution, and worked with stakeholders’/product owners to troubleshoot, identify root causes and align on solutions.• Set up and monitored information flow within CRM and with other business-critical systems.• Interacted with project stakeholders and vendor teams throughout the CRM implementation process.• Coordinated with vendors (such as Moxie, Emailtopia, Sabre and ResponseTek) for resolution of issues/incidents. • Designed test suites to verify the performance and functionality of loyalty Travel -rewards platforms. Created and executed test scenarios and test cases and identified missing requirements.• Identified and reported defects/errors and performed root-cause analysis of issues on Travel and loyalty platforms.• Utilized JIRA, ServiceNow, Centrix (GitHub) and Zendesk EYSYS to track the issues. Show less

Carlson Marketing 2007-2008Travel Agent• Receive calls in a call center environment and process incoming requests for travel bookings and all its components • Resolve in a short period of time any disruption or changes required during customer travel period.• Redeem points or apply cash charges as per customer request and system grid.