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.
