Experience

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  American express global business travel

  Jan 1983 - Jan 2015

  Evaluated and recognized trending, training, and point of sale tool issues and opportunities for travel counselors (TCs) within the American Express network. Supported approximately 240 TCs in virtual, on-site, and call center environments in the US. Identified training needs and provided coaching to increase TC performance and customer satisfaction Instrumental throughout the interview process for new candidates including analyzing candidate qualifications and report preparation for the recruiting department Championed and led projects within department including preparing Power Point presentations, leading meetings, established and presented team objectives, training and mentoring team members  Collaborated on revisions and enhancements of Great Call Experience (GCE) Guidelines Show less Managed daily operations of 20 employees servicing multiple customer accounts: $32M sales portfolio. Developed and maintained productive relationships with direct reports, Travel Managers, Implementation teams, and Account Development teams:o Directly contributed to implementation of $4M in new businesso Implemented three new customer travel officeso Produced and distributed customer feedback surveys, received 98% overall satisfaction ratingo Expense management through review of monthly operating statements and general ledgers Oversaw facilitation of travel counselor training in areas of GCE (Great Customer Experience), call flow, and overall customer servicing Show less Direct oversight of 24x7 operation servicing the American Express Global Business Travel network Managed 85+ employees scheduled per day including 22 direct reports Interviewed, hired, trained, and developed top performing employees Engineered cost-effective programs related to employee morale and productivity Played a key role in the initial design and implementation of the 24-hour emergency travel service: o Designed all training materials and assembled a professional training environmento Played key role in establishment of second travel office and designed standardized office procedures Show less

  • Quality Leader

    Jan 2009 - Jan 2015

  • Team Leader – Onsites - Virtual Office

    Jan 1999 - Jan 2009

  • Team Leader – Emergency Travel Services

    Jan 1983 - Jan 1999
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  Bcd travel

  Oct 2015 - May 2022

  Accountable for daily management and motivation of the General Business Account Team; over $15M sales portfolio servicing 12 dedicated accounts with a staff of 25.  Lead all daily operations, manage to daily key performance indicators, including customer experience feedback  Motivate and support all team members, including in-office and virtual staff Successful in influencing a positive work environment which embraces the organization’s culture  Analyze monthly scorecard results; influence decision makers through sound business results, using data to drive performance Continuously utilizing staffing software to drive expense reduction (2019 savings $345k) Managed implementation of four new accounts in 2019 resulting in $7M additional revenue Implemented new recruiting process that reduced redundant processes (recognized $700k annual savings) Coordinated with Six Sigma Global Master Blackbelt resulting in three projects eliminating process waste (realized $1.1M savings) Coordinate monthly strategic planning meeting driving customer experience (identified 26% increase in customer satisfaction) Prepare and present recurring training of BCD products and tools to promote enhanced learning Show less Responsibilities include leading engaging and effective training sessions for over 300+ employees. Provide virtual and in classtraining sessions. Manage implementation projects from a training perspective by effectively interacting with other division members and department heads to ensure a successful account startup  Partnered with Content and Design Team to create robust enhanced customer service training (five new classes developed) Conduct monthly monitor and work audits to identify training needs (3% customer satisfaction improvement) Prepare risk assessments for new projects and account implementations resulting in eliminating 3 days in the implementation process Prepare and present recurring training of BCD products and tools to promote enhanced learning. Show less Daily management and motivation of the General Reservations team; over 10M sales portfolio servicing 11 dedicated accounts.  Manage daily Call Center service levels to ensure positive results and client expectations are met and exceeded Provide coaching and developing to ensure all team members meet and exceed all performance targets Monitor daily team performance, review previous day statistics, and provide feedback to drive performance improvement Project Leader driving customer account details and policies which simplified understanding and adherence for customers (recognized 2019 account savings $165K) Developed professional and trusting relationships with Account Management Team and key client contacts; furnish customers with timely responses and resolutions  Successfully implemented two global accounts, resulting in additional $1.5M revenue Show less

  • Operations Manager

    Feb 2019 - May 2022

  • Senior Training Specialist

    May 2017 - Feb 2019

  • Operations Supervisor

    Oct 2015 - May 2017
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  American express global business travel

  May 2022 - now

  Support RTX Travel Manager and Amex GBT CGM daily with Travel Program. Work with CGM supporting Customer action plans andattending client calls. Assist CGM in producing savings reports and any other reporting needed for business reviews.  Played instrumental role in global implementation of account by global regions.  Provides support and engages directly with the Client as needed to resolve escalated Customer Service Issues. Support Online booking Tool updates and issue resolution. Research and produce monthly reports focusing on industry trends, customer service performance, TSF / ESF data to ensure goals are being attained. Drives results by operating with a sense of urgency, employing effective time management to deliver results within deadlines. Supports other internal/external document production and internal/external projects as required. Apollo, Sabre, Amadeus, and Galileo GDS experience.  Complete reports as needed using INSIGHTS and other Amex GBT tools. Thorough knowledge of the Business Travel Industry.  Excellent PowerPoint, Excel, Word, & SharePoint skills. Ability to work under pressure and maintain flexibility. Ability to analyze & assess raw data to draw meaningful conclusions. Exceptional written & verbal communication skills. Show less

  • Manager Client Management, SME, Strategic Relationship Management

    Nov 2023 - now

  • Global Client Management Executive

    May 2022 - Nov 2023