Cecilia P.
Senior Travel Technology Customer Success Manager
Open to offersNew to PlatformAbout
Cecilia P. is a distinguished leader in Customer Success within the travel and hospitality technology industry, bringing over 20 years of experience, notably at Sabre Corporation. She excels in transforming complex customer objectives into organized success plans, facilitating executive business reviews, and enhancing outcomes through proactive engagements and strategic troubleshooting. During her progression from Director to Senior Director, she led a vast support organization, optimizing operations for 160+ professionals globally. Her initiatives included establishing governance frameworks, fine-tuning performance structures, and aligning cross-functional teams with business objectives. She adeptly handled customer health metrics, significantly reducing case backlogs and inbound demands through strategic Process Optimization and Customer Engagement Strategies. Cecilia has proven her capability in strengthening stakeholder relationships and driving revenue retention, boasting certifications in Business Analytics, Scrum, and ITIL.
Experience
Senior Director Technical Product Support
Sabre Corporation · 2020 — 2026Directed end-to-end global customer support operations for a multi-tier support organization with over 160 professionals. Implemented governance frameworks and performance structures, enhancing operational scalability and customer engagement. Utilized customer operational metrics to devise continuous improvement strategies and conducted Monthly Operational Reviews with airline customers. Collaborated with C-level stakeholders to translate operational insights into strategic actions and co-led initiatives that significantly reduced customer case backlog. Expanded self-service strategies to improve resolution speed and enhance the customer experience. Positioned support operations as a contributor to revenue by securing annual customer-funded engagements and championed automation improvements to achieve substantial annual savings.Senior Manager, Technical Product Support
Sabre Corporation · 2015 — 2020Oversaw support operations across Tier 1 and Tier 2 functions, ensuring service reliability and attainment of performance targets. Standardized operating models and SOPs to enhance resolution times and overall scalability. Served as a strategic contact for senior customer leadership, facilitating performance reviews and managing escalations while aligning on long-term priorities. Established KPI frameworks for monitoring performance trends and driving continuous improvement initiatives. Collaborated with Product and Development leaders to strengthen the alignment between customer needs and business priorities while developing leadership capabilities within the team.Supervisor
Sabre Corporation · 2010 — 2015Supervised global Tier 1 and Tier 2 support operations in a 24/7 environment. Led hiring and training initiatives to enhance operational capabilities and supported workforce planning activities to optimize service continuity. Acted as the primary contact for managing high-severity incidents, ensuring timely resolutions for critical issues impacting travel platforms. Improved team performance through structured coaching and performance management while implementing process enhancements to increase efficiency and service quality.Technical Support Specialist Tier 1 → Tier 2
Sabre Corporation · 2006 — 2010Delivered technical support for global travel technology SaaS platforms, addressing incident resolution and system stability. Resolved complex issues for eCommerce platforms utilizing Unix log analysis and Web Services monitoring. Managed high-severity incidents and contributed to root cause analysis to enhance system reliability. Developed internal knowledge bases and technical documentation to standardize protocols and designed onboarding programs to accelerate team performance.
Skills & Expertise
Education
- Business Administration and ManagementUniversidad ORT, Uruguay · — — 2018