Danielle Pashley Ellis

Experience

• 

  Maritz McGettigan

  May 2000 - May 2004

  Corporate Travel Agent
• 

  World Travel, Inc.

  May 2004 - Feb 2017

  • Transitioned a 5-person Emergency Service Department into a full-service After-Hours Department, establishing all procedures and practices• Established and monitored After-Hours Department processes and policies for 40 virtual agents and 5 virtual supervisors• Ensure that department needs are met while at the same time keeping overtime and costs at a minimum• Consistently evaluate agent performance to determine and develop necessary training to ensure that all departmental goals are met• Communicate regularly with clients and internal counterparts to achieve positive work relationships • Coordinate with account and office managers to ensure that all issues are communicated and resolved• Screen, interview, and hire new employees while also coordinating with training department to ensure all new hires are prepared for the challenges of After Hours• Participate in all new client implementation meetings to ensure that After Hours is appropriately prepared for startup• Managed meeting planning for small to large corporate functions that included: travel arrangements, meeting facilities, visual aid equipment, and food & beverage Show less

  • After Hours Operations Manager

    Aug 2006 - Feb 2017

  • Travel Agent Supervisor

    May 2004 - Aug 2006
• 

  FROSCH

  Feb 2017 - Oct 2018

  Director of Global, After Hours

  • Managed Operations for US, Asia Pacific (APAC) and Europe Middle East and Africa (EMEA) After Hours departments including opening a new office in the Philippines, transferring all systems and responsibilities from a subcontracted agency to newly created After Hours department in APAC, and assisting in restructuring After Hours in EMEA• Maintain qualified staff while supporting ongoing processes, business decisions, developing designated teams, and strategies including restructuring US After Hours to eliminate redundancy and provide better feedback and support for agents• Conduct recruiting, hiring, and training of new employees• Ability to multi-task, assist where needed, have strong attention to detail, resolve problems independently and in a team setting while working well under pressure• Foster a cooperative, professional working climate to maximize employee morale and productivity• Identify and seize opportunities for profit maximization, monitor and control expenses, and allocate resources tactically while meeting or exceeding profit/loss targets• Developed and Implement new policies, procedures, and standards to enhance operations• Coordinate with team members and other client-facing partners to develop improvements and value-added solutions for travel services• Participate in all new client implementation meetings to ensure proper operation needs for After Hours are met Show less

• 

  Amex GBT Ovation

  Oct 2018 - now

  • Managed Operations for the Financial Services Desk that consists of 5-Supervisors and 40-Consultants handling Private Equity, Hedge Funds, and Financial Institution's with an annual travel spend over $100 million • Additionally, Managed Operations for Floating Department that consists of 20-Consultants providing rotating staffing coverage for account’s primary consultant• Conduct interviews, hiring, and training of new employees in addition to evaluating upcoming client implementations to forecast expected resource needs• Conducted performance reviews fostering a positive environment, focusing on achievements, defining expectations, goals, and recommendations for improvement• Formulated and implemented standard operating procedures (SOPs) resulting in a clearer and more useful instruction, providing support and direction for employees while improving client customer service • Optimized organizational operations and facilitated decision-making by examining problem-solving concepts, key performance indicators (KPIs), and service level agreements (SLAs)• Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, and compliance• Cultivated strong business relationships with clients to increase overall experience, satisfaction, and retention rates• Monitored customer feedback to optimize business strategies and determine process improvements for better customer experiences Show less

  • Senior Implementation Project Manager

    Jan 2023 - now

  • Operations Manager

    Oct 2018 - Jan 2023