• Improve operational transparency and control in transfer and excursion management;
• Reduce errors and manual coordination through a structured assignment system;
• Improve customer satisfaction by ensuring punctuality, quality of transport, and guide services;
• Simplify interactions with transport and excursion suppliers;
• Increase efficiency and profitability by optimizing vehicle capacity and staff allocation.

• The core system was generic and required improvements to fit each regional office’s unique operations.
• Stakeholder teams (drivers, guides, coordinators) had limited digital experience, requiring hands-on support.
• The time-and-materials billing model made cost control unpredictable, especially when adapting configurations mid-season.
• No formal project methodology was defined, and collaboration between the customer and Juniper relied on ticket-based communication and ad hoc cycles.
• Real-world operations introduced edge cases not originally accounted for in the standard SaaS workflows.

My responsibilities included:

• Gathering local business requirements from logistics managers, dispatchers, and guides;
• Leading the implementation process and aligning workflows with actual operations;
• Conducting user training and feedback sessions;
• Ensuring readiness for seasonal peaks and high-volume travel periods.

• Inventory Management – Centralized catalog of travel services: hotels, flights, transfers, insurance, visas, excursions.
• Booking Module – Support for complex package bookings, modifications, and document generation.
• Visa Management Subsystem (see  Visa Management Subsystem Project) – Full-cycle automation of visa workflows, including document checklists, status tracking, barcode-based logistics, and consulate integrations.
• Logistics & Document Handling – Document packaging, internal routing, courier tracking, and physical workflow management.
• CRM Integration – Tools for managing client relationships and personalized B2C communication.
• Financial Module – Invoicing, payments, and accounting process automation.
• External Supplier Integrations – XML/API and file-based connections with 15+ partners.
• Analytics & Reporting – External BI system for decision-making.

• Collaborated directly with local operations teams to define workflows based on actual use cases;
• Helped translate those needs into tickets and specs for Juniper’s product team;
• Introduced prototyping for more complex workflows to validate solutions before full configuration;
• Prioritized delivery around seasonal timelines (e.g. summer high season) and ensured operational readiness;
• Acted as a liaison for post-implementation feedback and iterative adjustment.

• Process Model: Incremental, ticket-based development with prototyping support
• Budgeting Model: Time-and-materials (hourly billing per ticket)
• Techniques and Tools Used:
• Juniper’s internal ticketing system – for submitting and tracking development/configuration tasks
• Wireframes – to visualize user interfaces and clarify workflows for both local teams and developers
• Activity diagrams – to document operational logic, including transfer assignment and service flow
• MS Project – for internal roadmap planning, aligned with high-season timelines
• Spreadsheets and service plans – to define timing, route logic, and operational configurations
• Exportable tools (Excel/PDF) – for generating daily reports, assignment sheets, and guide/driver briefings
• Hands-on training sessions – to onboard key users, familiarize staff with the system, and collect feedback from real usage
• Cross-branch collaboration – facilitated on-site onboarding and process familiarization of Thailand-based key users at the Spanish branch, promoting internal knowledge transfer and consistency across markets
• User interviews and live demos – to validate workflows and fine-tune configurations based on real needs in Italy, Egypt, and Thailand

• Developed a top market solution that remained in use for 18 years.
• Increased service department productivity by 200% over 4 years by optimizing and automating workflows.
• Built an API for marketplace integration and XML connections with 15+ suppliers.
• Created a logistics system for travel document delivery.
• Integrated CRM for B2C sales.

• Implementation is as critical as development — local adaptation determines real-world success;
• Even without formal Agile processes, incremental collaboration and frequent feedback create positive delivery cycles;
• Engaging directly with non-technical staff like guides and dispatchers uncovers issues that documents alone can’t capture;