Cecilia Prado

Customer Success leader with 20 years of experience in the travel and hospitality technology industry, including deep tenure at Sabre Corporation partnering with enterprise customers and cross-functional teams across global SaaS environments. Expert at translating complex customer goals into structured success plans, facilitating executive business reviews, and driving measurable outcomes through proactive customer engagement and strategic problem solving. Brings a strong customer-centric lens built on executive-level engagement, escalation leadership, Voice of Customer practices, and a consistent focus on revenue retention, goal attainment, and long-term relationship expansion.

Recognized for building trusted executive stakeholder relationships and aligning Product, Engineering, Commercial, and Support organizations around customer priorities, and operating at the intersection of commercial strategy and operational excellence as a credible, effective customer champion.

Director → Senior Director Technical Product Support - Sabre Corporation

(2020-07 - 2026-02)

Progressed from Director to Senior Director, ultimately leading end-to-end global customer support operations for a multi-tier support organization of 160+ professionals across the travel technology ecosystem. Drove operational scalability, customer engagement, cross-functional alignment, and performance excellence while partnering closely with airline and distribution customers, commercial teams, and executive stakeholders to improve customer outcomes and business performance.

• Strategic Leadership: Established governance frameworks, operating models, and performance structures to align global teams with business priorities and enable scalable execution.
• Customer Health & Performance Metrics: Leveraged customer operational metrics including case resolution trends, severity management, SLA attainment, CSAT, and backlog health indicators to identify risks, improve customer outcomes, and devise continuous improvement strategies.
• Structured Customer Engagement: Facilitated Monthly Operational Reviews with airline customers and supported Quarterly Business Review planning, reporting on performance metrics, identifying operational risks, and aligning customer goals with Sabre's product and service roadmap.
• Executive Customer Engagement: Engaged with C-level customer stakeholders to communicate performance, translate operational insights into strategic actions, and align on long-term priorities that supported mutual value realization.
• Customer Retention & Escalation Management: Co-led a cross-functional customer recovery initiative that reduced customer case backlog by 30% in four months, restoring system reliability and strengthening customer satisfaction.
• Customer Journey Optimization: Led expansion of self-service and knowledge management strategies, reducing inbound demand by 10% while improving resolution speed, operational efficiency, and overall customer experience.
• Commercial Impact: Positioned support operations as a revenue contributor, securing $415K in annual customer-funded engagements aligned with growth objectives.
• Cross-Functional Stakeholder Alignment: Partnered with VP-level stakeholders across Product, Engineering, and Commercial organizations to align priorities, accelerate issue resolution, and integrate customer-related considerations into strategic decision-making.
• Operational Efficiency: Championed automation and workflow improvements, delivering $120K+ in annual savings while increasing scalability and maintaining service quality.
• Workforce Strategy: Led global restructuring and workforce planning initiatives, optimizing resource allocation and strengthening operational resilience across regions. Reduced OpEx by 11% while sustaining high service delivery standards across global operations.
• Team Enablement & Onboarding: Redesigned the new hire training curriculum, cutting onboarding time by 17% and accelerating time-to-productivity, with restructured learning pathways aligned to operational and customer-facing realities.

Manager → Senior Manager, Technical Product Support - Sabre Corporation

(2015-10 - 2020-06)

Progressed from Manager to Senior Manager, expanding scope from team leadership to strategic ownership of multi-tiered, multi-region customer support operations, driving scalability, financial discipline, and service excellence across a global SaaS environment.

• Operations Strategy & Service Delivery: Led support operations across Tier 1 and Tier 2 functions, ensuring SLA attainment, service reliability, and consistent delivery against global performance targets.
• Process Optimization: Standardized global operating models and SOPs, reducing variability and improving resolution times, first-contact resolution rates, and overall scalability.
• Customer Engagement & Strategic Partnerships: Served as a strategic point of contact for senior customer leadership, facilitating performance reviews, aligning on long-term priorities, managing escalations, and driving mutual business value.
• Customer Health & Performance Management: Established KPI frameworks and reporting mechanisms to monitor performance trends, identify operational risks, manage escalation patterns, and drive continuous improvement initiatives supporting customer success outcomes.
• Cross-Functional Collaboration: Partnered with senior Product, Development, Hospitality, and Commercial leaders to provide operational visibility, accelerate issue resolution, and strengthen alignment between customer needs and business priorities.
• Leadership Development: Developed Team Leads and Supervisors, strengthening leadership capability, performance management practices, and succession pipelines across the organization.

Lead → Supervisor - Sabre Corporation

(2010-09 - 2015-09)

Progressively promoted to supervise global Tier 1 and Tier 2 support operations, ensuring high-quality service delivery, operational reliability, and team performance in a 24/7, mission-critical environment.

• Talent Management & Enablement: Led end-to-end hiring, onboarding, and training initiatives for distributed teams, accelerating readiness and strengthening operational capability in high-demand environments.
• Workforce Planning & Resource Allocation: Supported capacity planning, scheduling, and workload balancing activities to optimize coverage, service continuity, and resource utilization across customer operations.
• Stakeholder & Escalation Management: Acted as primary point of contact for internal leadership and customers, managing high-severity incidents and ensuring timely resolution of critical issues affecting travel platforms.
• Performance Management & Coaching: Managed individual and team performance through KPIs, SLAs, and structured coaching, improving productivity, quality, and accountability.
• Process Improvement: Identified operational gaps and implemented process enhancements to improve efficiency, consistency, and service quality across global support functions.

Technical Support Specialist Tier 1 → Tier 2 - Sabre Corporation

(2006-03 - 2010-08)

Progressed from Tier 1 to Tier 2, delivering technical support for global travel technology SaaS platforms and contributing to incident resolution, system stability, and cross-functional coordination in high-availability travel technology environments.

• Technical Problem Solving: Resolved complex backend, application, and integration issues for global eCommerce platforms using Unix log analysis, Web Services monitoring, and API troubleshooting.
• Incident & Problem Management: Managed high-severity incidents and contributed to root cause analysis efforts, improving system reliability and reducing recurring operational issues.
• Knowledge Management: Created and maintained an internal knowledge base and technical documentation, reducing resolution times and standardizing troubleshooting protocols.
• Training & Onboarding: Designed and delivered onboarding programs and technical training for new hires, accelerating ramp-up time and strengthening team performance.

Business Administration and Management - Business Administration and Management - Universidad ORT, Uruguay (2018)