Florencia Villamayor Business Analyst, Customer Service, Business Process

IT Business Analyst - Product Management & Development

Internova Travel Group

Oct 2021 - Current (4 years 9 months)

* Being a liaison between IT and various business units within the Internova Travel Group organization. * Working with Cross-Functional and Cross-Business teams to provide cost effective technology solutions. * Coordinate and facilitated meetings between IT and the business. * Documenting business requirements, technical requirements, user interface design, test plans and test cases. * Created detailed process flows and user stories to document system requirements and design solutions. * In charge of the Business documentation (Product Handoff, Priority One notice, Business requirements, Cost Analysis, Software Release notes, workflows, and process diagrams) and managing the Jira backlog for multiple projects. * Conduct quality assurance an

Business Process Support Analyst

Internova Travel Group

Jun 2019 - Oct 2021 (2 years 5 months)

* Created reports, presentations, and other documentation for stakeholders. * Identified opportunities for process improvements across the organization. * Gathered requirements from stakeholders to inform system design decisions. * Documented procedures for performing tasks such as data collection and manipulation. * Allocated commissions and recalls received from Suppliers / Vendors. * Monitored and processed all recalls and refunds received by the suppliers * Provided Customer support via email and phone to all Travel Advisors.

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Business Analyst

TataConsultancyServices-Perú|Abril2018-Octubre2019

Aug 2016 - May 2019 (2 years 10 months)

* Created onboarding access for new hires and all the associates in the project. * Collaborated with stakeholders across departments to define requirements for new projects. * Scheduled discovery sessions with stakeholders. * Prepared documentation summarizing findings from stakeholder meetings and workshops. * Drafted functional specifications documents outlining project scope, objectives and deliverables. * Facilitated brainstorming sessions with cross-functional teams for problem solving activities. * Identified and analyzed user requirements, procedures and processes to develop optimization strategies. * Gathered feedback from end users regarding usability issues related to applications or systems.

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It Help Desk / Customer Service

TataConsultancyServices-Perú|Abril2018-Octubre2019

Jul 2014 - Jul 2016 (2 years 1 month)

* Provided technical support to internal customers in a timely manner. * Assisted users with troubleshooting computer issues via remote desktop sessions. * Documented all help desk activities including customer inquiries, resolutions, system configurations. * Conducted training sessions for end-users on the use of specific software applications and operating systems. * Handled customer service issues by providing guidance or escalating for advanced support. * Created user accounts and managed access privileges on networked systems. * Installed and configured new hardware, software and peripheral devices.

Quality Assurance Analyst for Customer Services

Amazon

Jul 2012 - Jul 2014 (2 years 1 month)

* Conducted detailed analysis of business requirements and developed test plans to ensure quality assurance. * Performed functional, system integration, regression, user acceptance testing. * Provided feedback on usability and suggest improvements to the product design teams. * Reported issues in a timely manner with accurate descriptions and steps to reproduce them. * Created comprehensive test cases based on technical specifications or customer requests. * Assisted other members of the QA team in identifying areas for improvement in processes and procedures. * Monitored production environment performance metrics for anomalies that could indicate quality issues. * Documented all phases of test execution including results analysis and defec

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Travel Agent

Easy Planners

Nov 2010 - Jul 2012 (1 year 9 months)

* Answered incoming calls and emails from customers to provide information on hotel services, rates and availability. * Provided detailed information regarding hotel amenities and services to customers. * Responded promptly to customer inquiries and requests in a professional manner. * Assisted with the preparation of sales reports for management review. * Processed reservations by entering relevant data into the system accurately and efficiently. * Monitored changes in occupancy levels, room availability, rate changes, cancellations or no-shows. * Maintained up-to-date knowledge of all hotel products, services, pricing plans and policies. * Performed daily audits of reservations to ensure accuracy and completeness of information entered in

Corporate Travel Agent

Global Crew Logistics CTC2

Mar 2007 - Nov 2008 (1 year 9 months)

* Provided travel information to customers and answered questions regarding passports, visas, transportation, accommodation, and tour packages. * Researched availability of airfare and hotel rooms using reservation systems. * Created detailed itineraries for business trips, including flights, hotels, rental cars, and ground transportation. * Provided customer service support to clients while they are traveling on business trips. * Ensured that all legal requirements were met prior to booking any travel arrangements. * Negotiated contracts with vendors such as airlines, hotels, car rental companies. * Monitored changes in airline schedules or prices in order to provide cost savings opportunities for the organization. * Generated regular repo

Florencia Villamayor

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