Veronica Herrera Email & Phone Number

Atlanta, Georgia, United States

Greater Atlanta Area

Lead a multicultural local and remote location team to deliver the highest quality of product and service possible to all our SITA Ticketing and payment line product customers by monitoring customer needs as well as Industry updates, leading team to provide full range of services from sales support, database set up, implementation, training, migration to full post implementation customer support. Execution of overall product portfolio. Managed cross-functional relationships by providing direction on vision and strategy to unify team. Work closely with cross technical teams to ensure the application produces and maintains a product that meets our customer’s expectations and meeting SLA (Service Level Agreement) • Manage account with our ETDB- Electronic Ticket Database vendor (Travelport), driving enhancements, table updates and so on.

Deliver the highest quality of product and service possible to all our SITA Ticketing customers by monitoring customer needs as well as Industry updates, providing application maintenance and development of new items and assisting them in utilizing the system to best meet their airline’s needs.Work closely with the programming staff to ensure the application produces and maintains a product that meets our customer’s expectations and meeting SLA(Service Level Agreement). Development, training and implementation of SITA Electronic Ticket and EMD product for host customers.Rol responsibilities included not only consultancy to internal and external customers but Implementing ETKT and EMD products, IET, GDS as well customer support SME. • ITIL certified

Deliver the highest quality of product and service possible to all our SITA Ticketing and Amadeus (System Users approach RES system in 1A and TKT system in XS). As SMEWork closely with the programming staff to ensure the application produces and maintains a product that meets our customer’s expectations. Coordinate new customer implementations (SITA customer as well as Amadeus – SITA customer) and training sessions.Review and approve new customer ticketing equipment and provide support of the equipment in the field.Organize large customer meetings. Development, product design, training and implementation of SITA Electronic Ticket and EMD product for host customers. Development, product design, training and implementation of SITA Electronic Ticket and EMD product to the Amadeus system user interface solution. Electronic ticket implementation , self-issuance, GDS and interline E-ticket implementation. Perform programmer to-programmer testing, analyze and solve issues related to reservations, EDIFACT and e-ticket issuance, consumption, settlement authorization codes etc. to ensure successful implementation of interline electronic ticket links. • Liaise with multiple third-party vendors ( GDS/OA)for testing and implementation.

Handle, analyze and solve trouble reports submitted from Ticketing users and/or direct them for solution with the appropriate groups. Report, open and submit internal IMs for programming investigation to address system’s inconsistencies and/or general Industry updates.

Organized and implemented the Rate Desk department at the company headquarters. Managing a team of 13+ professionals. Managed Fares Construction through the different CRS’ systems, International and Domestic. Handled an average annual increase in the number of fares calculation of approximately 50%. Implemented statistical measures to compile Rate Desk activity and production. Developed training modules for fare calculation, rules interpretation and ticketing and maintained the Direct Reference System (DRS). Interacted with regional sales offices (GSA), wholesalers, travel agents and commercial accounts on all fares and ticketing procedures

Designed and Implemented Fare calculation instructional Modules based on IATA rules of fare construction for manual and automatic pricing using different CRSs such as Amadeus, SITA/Airfare and Sabre. Analyzed, verified and provided Fare Construction solutions for GSAs and passengers.Revalidation and refund procedures

Handled calls, International reservations, and Prepaid Tickets (PTA), Reissues, Revalidation and refund procedures. Designed and implemented instructional modules for the SITA passenger reservations system as well as SITA computer hotel reservation system (SAHARA). Handled calls, International and domestic reservation with emphasis in customer service. Handled the V.I.P reservation line.

Balmaceda, Chile