- Diagnosed and Resolved Issues: Handled incoming customer calls regarding commercial kitchen equipment problems.Major brands like Goldstein, Eswood, Pitco, Magikitchen, Turbochef, Middleby. - Efficiently diagnosed and resolved issues over the phone for timely solutions.- Escalation and Service Coordination: Managed complex technical issues by escalating them to the technical team. Coordinated service requests, scheduling on-site technician visits when necessary.- Inventory and Sales Order Management: Utilized SYSPRO ERP software system for spare parts sales order management. Ensured sales order creation, despatch, invoicing and returns.- Customer Engagement and Feedback: Maintained high customer engagement through post-technician visit follow-ups. Confirmed issue resolution and gathered feedback for service quality enhancement.- Multifaceted Team Collaboration: Collaborated effectively with cross-functional departments (technical, sales, service, warehouse and accounts). Ensured a seamless customer experience and prompt issue resolution.- Technical Troubleshooting and Communication: Demonstrated strong problem-solving skills through phone and remote desktop interactions. Effectively navigated challenges posed by ageing equipment and diverse technician backgrounds. Consistently provided valuable support to customers.

•Identified and analyzed business requirements through interviews, workshops, and review sessions with key stakeholders.•Assessed and evaluated existing business processes using business process modelling techniques.•Developed and maintained comprehensive documentation of project requirements, specifications, and processes.•Created detailed end-to-end process flow diagrams and flowcharts, capturing key steps and interactions.•Collaborated with lead business analysts, delivery managers, and cross-functional teams to support solution design and implementation.

- As an integral member of a 5-member cross-functional team of airline e-commerce specialists, I served as the global point of contact for Amadeus e-Retail (DX, DDS, and XML flavours) and Digital Experience Suite (DxAPI, RefX) application incidents within the Altea business unit at Amadeus, based in Bangalore, India.- In this capacity, I contributed significantly to the seamless resolution of complex technical issues and provided expert consultation to enhance the digital landscape of 120+ airlines worldwide. My contributions played a pivotal role in optimizing operational efficiency and elevating customer satisfaction, impacting millions of passengers served by Amadeus’s clientele.- Specialized in complex airline e-commerce processes, encompassing booking, rebooking, servicing, and passenger service flows. Proficient in Amadeus technology landscape, and concepts like PNR, E-tickets, EMD, and cryptic codes using Amadeus terminal emulator.

- Collaborated with a large team of over 200 professionals in the implementation and development of iFlight NEO, a sophisticated enterprise SaaS airline crew and flight management system, showcasing expertise in user story development, business analysis, fit and gap analysis, and requirements elicitation.- Ensured the seamless operation of production systems, including iFlight NEO, by serving as a dedicated product support engineer, contributing to system stability and performance optimization. Key understanding of airline crew business flows such rosters, pairings, rules, qualifications and training.

- Executed a comprehensive Fit and Gap analysis for LATAM Airlines Implementation in Santiago, Chile, evaluating their current systems and processes in comparison to industry best practices and business requirements.- Conducted stakeholder interviews, workshops, and surveys to gather requirements, prioritizing stakeholder needs and expectations.- Acted as a liaison between technical teams, business units, and external stakeholders.- Coordinated with onshore product managers in assessing customer requirements, and examining their viability and feasibility.- Created and reviewed requirements artifacts such as business requirements specification (BRS), compliance matrix, user stories, and acceptance criteria during product implementations that drive design, development, and QA teams.- Collaborated with cross-functional and integration teams to conduct comprehensive requirement assessments, aiming to identify and address any potential gaps in the project deliverables.- Participated in critical project phases, including UAT, go-live, and post-go-live support, ensuring seamless transitions and uninterrupted operational support.

- Implemented user stories/features using Java, and in-house frameworks.- Collaborated with product managers and stakeholders to prioritize and implement change requests (CRs) effectively, for customer-specific implementations.