Experience

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  Carlson leisure group

  Feb 2001 - Aug 2007

  Coordinated start-up operations for new off shores Virtual Call Center, Manage and direct training activities and business operations, Lead, motivate and develop staff to ensure productivity and profitable transactions, Developed and standardized call guidelines and secured a call monitoring process, Lead meetings with Virtual Call Center team to review new account initiatives and implementation, Facilitate communication with account management team to assess and streamline new business opportunities, Maintain excellent customer relations through effective problem-analysis and resolution, Received Presidents Award 2006 Show less Converted two Customer Service Centers into High Performance Sales Centers, Implemented new sales techniques and provided specialized training that resulted in an increase in sales and revenue, Realigned Carlson’s hiring practices with the new sales environment and marketing philosophy; developed hiring competencies and created a selection tool, Delivered new hire training and ongoing development of existing employees and managers, Measured pre- and post-training performance to evaluate training effectiveness, Analyzed individual and team performance to identify training needs, Received award for Outstanding Achievement. Show less

  • BPO Virtual Call Center Manager

    Jan 2005 - Aug 2007

  • New Hire/Recurrent Trainer

    Jan 2004 - Jan 2005

  • Sales Trainer, Carlson Leisure Group

    Jan 2003 - Jan 2004

  • Help Desk Analyst, Carlson Leisure Group

    Feb 2001 - Jan 2003
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  Carlson wagonlit travel

  May 2007 - Aug 2010

  Business analyst, carlson wagonlit travel

  Manage the relationship between third party online booking tool vendors and corporate clients, Liaison between Carlson Companies, Carlson’s Corporate clients and Booking tool vendors, Set realistic expectations for Carlson’s Corporate Clients, Booking Tool Vendors and Travel and Transaction Services, Led internal project to launch and streamline online meeting processes, Manage all aspects of the online booking sites for corporate clients, Implement features to drive adoption and acceptance of the booking tool, Manage daily priorities to meet Service Level Agreements Internal and External, Review client setups and site functionality to ensure maximum proficiency, Trouble shoot issues that may arise to determine root cause and resolution, Facilitate communication with Account managers, TTS and Corporate Clients regarding third party booking tools Show less

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  Sap concur

  Aug 2010 - May 2021

  Responsible for large global support team. Managing day to day support operations. Manage a very talented and innovative team within the client support organization. Lead and facilitate process change for higher standards. Cultivate long-term fortified relationships with Travel Management Companies and end users for both Travel and Expense. Monitor case flow in and out of our organization to ensure proper staffing and process adherence. Troubleshoot second tier online booking tool issues for Travel Management Companies. Manage daily case load and ensure proper handling of escalations and high priority cases. Facilitate meetings and training as necessary for Corporate Travel Management Companies.

  • Senior Manager, Global Learning Services

    Apr 2020 - May 2021

  • Manager Learning Services

    May 2017 - Apr 2020

  • Senior Manager, Global Services and Support

    Mar 2016 - Apr 2020

  • Manager, Client Support

    Dec 2014 - Mar 2016

  • Client Support Supervisor, Concur Technologies

    Oct 2012 - Dec 2014

  • Client Support Analyst II, Concur Technologies

    Aug 2010 - Oct 2012
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  Sap

  May 2021 - now

  Head of product learning, sap product learning coe, sap learning

  Head of Product Learning for SAP Concur Travel, US Government and Non-Core Products for SAP Learning.