Andrea Palfi Email & Phone Number

Spain

Provide specialised consultancy services to a dedicated customer base, including but not limited to AMEX GBT, dnata, Travelgenio, Otravo, Misterfly, building efficient partnerships to develop web products.Working with senior stakeholders across multiple departments (e-commerce, data, global products, development and sales teams) to shape the desired outcomes for the customer. Key member of customer focused teams, leading innovations to problem solve complex business challenges.Provide technical and business solutions to improve the customer workflow and lead to better conversion and customer retention. Conduct ongoing business performance reviews.Bridge the communication between customers and internal Product and Development teams by acting as a customer advocate to drive the successful delivery of new or enhanced functionalities.Requirements gathering and documentation, providing feedback to Product Management on enhancements and usability improvements for API product offerings.Consult with customer project teams to assess dependencies, estimate work effort, participate in design, transaction selection and usage, project planning to overcome business challenges.Deliver superior customer service through the use of advanced problem-solving skills to identify the source of challenging and complex issues, working with internal and external stakeholders to resolve.Provide mentoring across the Global API team for existing and new/future API Product offerings. Conducting training sessions and workshops across several departments.

Provided second and third level API product support, consultation and customer service to internal andexternal organizations across the whole EMEA customer base.Supported fault analysis to identify trends of API product and functional problems reported, while at the same time providing workarounds to the customers.As a subject matter expert, reviewed and edited requirements, specifications and business processes.Engaged in crisis and escalation activities for API product and functional issues.Identify opportunities to streamline product support processes and to increase expertise across the global API team.Improved customer self-sufficiency through contributions to the enhancement of existing documentation and the development of tools that enhance a customer’s ability to support themselves.

Bucharest, Romania

Bucharest, Romania

Bucharest, Romania

Developed and implemented knowledge improvement plans for help desk agents and supervisors.Coaching and mentoring of junior trainers.Delivered new hires and cross trainings, refreshment sessions on two global distribution systems by Travelport (Galileo and Apollo).Created and maintained up to date training agendas for the whole training portfolio and built tailored training materials for new and existing products.Troubleshooting and assistance for junior Help Desk agents to ensure the highest standard of customer service in accordance with Service Level Agreements.

Acted as Quality Coach for agents during the launch of the Apollo GDS Help Desk for the US and Canada markets.Provided assistance to the team on demand, monitored the team's activity in real time and proactively intervened to ensure support efficiency in accordance with priority, impact and SLA.Provided GDS and product support to travel agencies and airline customers in EMEA and the US.Troubleshooted, resolved and escalated support requests reported by customers.

Faculty Of Sociology, Anthropology, Regional And Community Development

Faculty Of Letters, Pr And Communication