Summary
Overview
Work History
Education
Skills
Timeline
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PIALI MUKHERJEE

WHITBY,CANADA

Summary

AGILE SCRUM MASTER (TRAVEL DOMAIN) HIGHLIGHT OF SKILLS AND QUALIFICATIONS Solutions-driven scrum master with experience leading cross-functional teams in the development, documentation and delivery of process innovations driving the attainment of business goals methodologies since 2019. Software Development Lifecycle certified aligned to IIBA Experience in IT systems implementations and integrations Proficient in MS Word, PowerPoint, Excel and Outlook, SharePoint, Sales Force application Airline domain experience (. FLIGHTS) Extensive knowledge of Insurance Claims Resolution Highly capable of executing complex tasks while following instructions closely. Excellent interpersonal and written/verbal communications and competencies 19+ Years of Professional experience in airline industry, Crew management, flight scheduling, travel agencies, Insurance knowledge and Govt. Healthcare verticals Skilled multitasker with the ability to organize, prioritize, manage time, and complete tasks even under tight timelines and strict deadlines. Experienced in Fare Automation testing. Expert IATA, TICO Certified Extensive experience using DCS CONTROL, WINBABS, Amadeus, and Sabre and Sabre 360, ROP, Quick EXCHANGE Highly capable of effectively communicating with complex, cross-functional, and geographically dispersed stakeholders. Highly motivated, fast learner, detail – oriented, team player with strong analytical, interpersonal, and problem-solving skills; Conflict Resolution expertise Experienced Scrum Master with proven track record of successfully leading teams in developing high-quality software solutions on time and within budget. Skilled in multiple Agile methodologies, stakeholder management and sprint planning. Highly organized in managing complex projects with multiple deadlines. Well-versed in building positive relationships with customers and other stakeholders. Strong requirements gathering, scope development and inventory coordination abilities. Skilled at overseeing complex, high-value technical projects with excellent planning competencies. Team-oriented individual promoting exemplary presentation, project management and risk oversight skills. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

19
19
years of professional experience

Work History

Agile Scrum Master

AMERICAN EXPRESS GBT
03.2019 - Current
  • Record Scrum team stories, acceptance criteria, backlog creation, refinement, prioritization
  • Actively involved throughout all stages of a product’s lifecycle including modifications, upgrades and maintenance of the product or product line
  • Conduct research on original scope of project as per original contract and changes to scope in project due to various technical constraints in the original scope
  • Agile/Scrum methods (especially idea canvases, and epic/story development)
  • Participate and provide input in the best advisory meetings to decide on testing methods and test conditions
  • Testing the product on AMADEUS front end
  • Very fluent in the GDS commands from pricing to PNR completion to ticketing manual or through ATC
  • Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
  • Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.
  • Planned Agile best practices and encouraged team cohesion, overcoming impediments, and hurdles to productivity.
  • Collaborated with product owners, team members, technologists, and other scrum masters to define solutions and drive progress.
  • Led sprint reviews and planning meetings to promote full team engagement.
  • Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
  • Applied agile methodology to shorten cycle time and achieve target margins.
  • Managed product backlog and supported Scrum framework for monthly sprint releases.
  • Worked to provide continuous improvement for product development lifecycle.Managed work and project responsibilities by assigning tasks to internal individuals and external teams.
  • Communicated project updates to stakeholders at all levels.Monitored and tracked project progress to support timely completion.Resolved staff conflicts and identified potential areas of improvement.
  • Created and implemented contingency plans to address potential risks.
  • Partnered with project team members to identify and quickly address problems.
  • Established and enforced project timelines and deadlines.Updated customers and senior leaders on progress and roadblocks.Implemented best practices to drive quality IT project delivery.
  • Generated reports for IT project progress and performance.Wrote, updated and maintained project documentation.Conducted quality assurance to verify accuracy of data used in IT projects.
  • Streamlined and optimized workflow and communication by implementing Agile frameworks.

SR AIRTICKETING SPECIALIST

MERIT LOYALTY GROUP
11.2013 - 03.2019
  • CLIENT CIBC
  • Handled ticketing queues, net or published along with voluntary/involuntary travel change/cancellation queries. Dealt with group quotes and bookings, airline schedule changes, ticketing and helping agent queries as well
  • Trained, supported, and mentored new hires with GDS Training and process knowledge. Handled corporate new bookings, ticketing and exchange queries through phone and email. Handled Debit memos and Web bookings and build process flow chart for GDS automation
  • Supported team as an acting Team Leader and addressed escalation calls and distributed tasks between team mates as per operational needs
  • Investigate insurance claims of clients to find out the extent of liability of the insurance company and how much to be paid for settlement that would be fair to both sides. Contact claimants for relevant information concerning their claims and accurately evaluate and process claims under the insurance policy coverage
  • Impute data collected from claimant into processing system online. Carry out evaluation of claim submission to determine if the claimant is eligible or not by applying a variety of methods and by comparing to the benefits of the policy
  • Finalize claims as quickly as possible by completing research and/or requesting further information from providers, policyholders, and other parties relevant to the claim. Responsible for managing pending files and creating correspondence relating to claims
  • Relate with both policyholders and agents and answer whatever questions they may have through various means, including email, web, and phone
  • Responsible for managing ongoing waiver of premium claims. Work closely and effectively with other members of the team to ensure customers’ needs, workflow, and follow up are resolved speedily
  • Achieve the Department’s quality and time service standards. Reported, created incident reports, and resolved client issues on Salesforce and Zendesk
  • Performed Functional fare load testing for automation -Amadeus.
  • Skilled at working independently and collaboratively in a team environment. Self-motivated, with a strong sense of personal responsibility. Worked well in a team setting, providing support and guidance.
  • Managed time efficiently in order to complete all tasks within deadlines. Demonstrated respect, friendliness and willingness to help wherever needed. Excellent communication skills, both verbal and written.
  • Passionate about learning and committed to continual improvement. Proved successful working within tight deadlines and a fast-paced environment.
  • Organized and detail-oriented with a strong work ethic. Strengthened communication skills through regular interactions with others.
  • Used critical thinking to break down problems, evaluate solutions and make decisions. Paid attention to detail while completing assignments.
  • Identified issues, analyzed information and provided solutions to problems. Cultivated interpersonal skills by building positive relationships with others.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.

AIR TICKETING & AUDIT CLAIM SPECIALIST

SELL OFF VACATIONS
01.2012 - 11.2013
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Worked well in a team setting, providing support and guidance

AUDIT OFFICER

BACK, OFFICE TICKETING AND BRITISH AIRWAYS
04.2004 - 01.2011
  • British Airways is a full-service global airline, offering year-round low fares with an extensive global route network flying to and from centrally located airports
  • Call BA is the specialized back-office operations division with offices in India, UK and USA
  • Role and Responsibilities: Book reservations and package-tours using Amadeus
  • Book global travel destinations for open-jaw, round-trip, multi-destination, round-the-world to service customer travel needs
  • Back-office emergency or after hours support for ticketing, exchanges, disruption, schedule changes
  • Conduct process training for new hires or lateral move employees
  • Worked as a DATA PROTECTION TEAM LEAD handling secured profile VVIP’S information
  • Pre flight and Post flight data recording
  • Worked on WinBabs and Departure Control System
  • Worked on World Tracer system for baggage tracing
  • Worked at the airport
  • Voluntary and Involuntary re-schedule and re-issue of tickets
  • Answering questions of Travel Agencies based across Asia, S.W
  • Pacific, Dubai and UK
  • Debit memo audits
  • Fare loading and fare Tran scripting
  • In flight scheduling in DCS control
  • World-Tracer expertise in helping passengers locate their lost baggage
  • Exceptional expertise made me process Line-Trainer over and above my regular responsibilities
  • Consistently met sales target and always achieved 100% quality score
  • Received award for highest customer satisfaction survey from Hogg Robinson Group

Education

CERTIFIED SCRUM MASTER - SCRUM

SCRUMALLIANCE
NA
03.2023

BUSINESS ANALYST COURSE -

AGILE IT TECH
NA
04.2019

TICO CERTIFICATION -

INTERNATIONAL INSTITUTE OF TRAVEL
NA
01.2012

FOUNDATION LEVEL -

IATA/UFTAA
Montreal, QC
01.2003

GRADE 12 - ICS

ST. MICHAEL’S SCHOOL
INDIA
03.2002

BBA -

ST. PETER’S COLLEGE
KOLKATA .INDIA
09.2002

Skills

  • TECHNICAL SKILLS
  • Requirements Gathering & Analysis
  • Presentation Skills
  • Atlassian JIRA
  • Communication Planning
  • Manage Schedules
  • Agile Best Practices
  • Customer Requirements Analysis
  • Sprint Planning
  • Standardized Methodologies
  • Organizational Structure
  • Total Quality Management
  • Effective Customer Communication
  • Public Speaking
  • Backlog Management
  • Stakeholder Negotiations
  • Planning Meetings
  • Meeting Participation
  • Team Meetings
  • External Communications
  • Software Process Management
  • Presentations and Demonstrations

Timeline

Agile Scrum Master

AMERICAN EXPRESS GBT
03.2019 - Current

SR AIRTICKETING SPECIALIST

MERIT LOYALTY GROUP
11.2013 - 03.2019

AIR TICKETING & AUDIT CLAIM SPECIALIST

SELL OFF VACATIONS
01.2012 - 11.2013

AUDIT OFFICER

BACK, OFFICE TICKETING AND BRITISH AIRWAYS
04.2004 - 01.2011

CERTIFIED SCRUM MASTER - SCRUM

SCRUMALLIANCE

BUSINESS ANALYST COURSE -

AGILE IT TECH

TICO CERTIFICATION -

INTERNATIONAL INSTITUTE OF TRAVEL

FOUNDATION LEVEL -

IATA/UFTAA

GRADE 12 - ICS

ST. MICHAEL’S SCHOOL

BBA -

ST. PETER’S COLLEGE

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PIALI MUKHERJEE