Logistics Manager

• Apr 2023 - Present

Quality Assurance Specialist

• Nov 2021 - Present

Quality Assurance Analyst

• Aug 2018 - Nov 2021

- Performs testing of user stories and work closely with AAcorN developers to ensure quality of product and validate it meets business.- Works with the team to determine testing task with an iteration.- End to end testing on aa.com and other American airlines websites.- Create test cases based on requirements and user stories.- Using software's like Rally and Jira to Report defects, raise issues and/or concerns.- Validate and test system errors sent by a team member from the customer service department.- Verifying system issues and reporting via e-mail or via American Airlines dedicated software.- Document and provide acceptance criteria for passing failing test.- Store all the reported errors and request enhancement with the software developers.- Testing new software releases every month, always on the user-end perspective.- Compliance with security guidelines to safeguard customer data and identity.- Helping managing the defects in a proactive manner which reduced the bugs from the backlog.- End to end testing on aa.com and other American airlines websites. Show less

Customer Support Specialist

• Mar 2015 - Nov 2021

- Assist ticket counters, check in desks, travel agencies and passengers with new and existing reservations on American Airlines and OneWorld and codeshares partners, via phone and e-mail.- Detecting and reporting Fraudulent transactions.- Provide accurate information regarding flights, fares, destinations, products and policies and procedures.- Provide flight reprotection as a result of schedule changes or flight irregularities.- Keep updated on company policies, procedures and technologies by attending ongoing training and reading daily bulletins and other communications to ensure changes are implemented timely and effectively.- Dealing with Preferred passengers enrolled in the AAdvantage Frequent Flyer Progam.- Regular duties include fielding patron complaints and assisting confused passengers.- Assist with lost and damage baggage complaints related queries or issues.- Liaise with internal customers from other AA locations.- Actively sell AA products and services.- Review own performance and coaching sessions using Compass and NICE tools. Show less

Customer Service Representative

• Mar 2015 - Oct 2015