Bob Rheaume

*-** *** ** **********, Gatineau QC J9A 3L9

Tel: 613-***-****

acfkzt@r.postjobfree.com

PROFILE :

• Over 30 years of experience working as a Business Manager in the Travel

industry

• Proven t rack record in Travel Operations and Management, Accounting,

Customer Relations Management and Business Development

• Keen analytical and reporting abilities

• Worked autonomously with management, other team members and staff

• Extensive experience and knowledge of the t ravel industry

• Strong interpersonal skills and communication skills

• Ensured health and safety standards were maintained

• Fluent in both official languages, and conversational knowledge of Spanish

• Proficient using various t ravel software and computer applications, Microsoft

Office, Excel, PowerPoint, Outlook, Project and Internet

• Knowledge in GDS: SABRE and Apollo, PC and Network management,

Cognos and CRM applications: SalesForce.com, GoldMine and ACT

PROFESSIONAL EXPERIENCE :

INTERNATIONAL DEVELOPMENT RESEARCH CENTRE (IDRC) 2012 - 2014

Travel Management Analyst

• Reporting to the Manager, Administrative Services and Director, Finance &

Administration Division, this position manages, maintains and develops a

wide range of services to support IDRC’s Global travel requirements

• Overseeing travel and expense management policies

• Key contact for all travel and corporate card supplier relationships

• Administration of all aspects of IDRC corporate and travel card program

• Identify, recommend and implement program enhancements through Senior

Management

• Providing Direct Management with input on day-to-day operations and

procedures

• Analyse t ravel and expense data for contractual, budgeting and planning

purposes.

• Maintaining quarterly updates of IDRC approved meal and lodging per

diems as well as the Travel Scorecard, relevant to overall program

performance

• Communicating updated information related to travel and corporate card

procedures

• Supporting IDRC travelling and administrative staff through assistance

regarding travel policy and protocol, documentation, corporate card requests

and TMC issues

• Proactively ensuring IDRC travellers safety and security

• Liaison for development of travel authorization and usage of IDRC expense

management systems

CAA NORTH & EAST ONTARIO, ORLEANS/OTTAWA, ON 2008 - 2012

Manager, Call Cent re Operations/Travel Store Manager

• Reported to Managing Director of Automotive and Travel Services with

responsibility over a large team of Operators, Travel and Member Service

Agents

• Member of the Travel Operations Committee overseeing travel products and

services marketing, development and delivery to CAA - NEO members and

customers

• Joined CAA as Manager for a busy travel store located in Orleans

• Co-managed CAA's Travel Services and Emergency Roadside Services Call

Centres in Ottawa

• Operational management of daily reporting and call statistics to ensure

staffing levels in accordance with membership requirements

• Provided effective training, coaching and mentoring to maintain overall

member and customer service satisfaction rating exceeding 97%

• Conducted regular analysis of agents productivity and revenue attainment to

specific goals

• Ensured support for Preferred Travel Supplier partners through

contribution of 90% of total travel sales

• Developed and implemented marketing strategies, organized in-store

consumer information sessions to introduce and promote Preferred Supplier

product offers

• Budgeted for revenue expenses, contributing to the monthly, quarterly and

annual achievement of overall association financial goals

• Responsible for ordering and receiving store merchandise, sundry sales,

tickets and Auto Touring inventory, including overseeing and approving

monthly and quarterly counts

NAVIGANT, OTTAWA, ON 2002 - 2007

National Account Manager

• Reported to the Vice President, Central Canada with responsibilities

including account and client relationship management for Navigant's

key corporate clients

• Responsible for developing new business accounts in the Ottawa and

Montreal areas

• Effectively managed the travel and meeting programs and business

relationships with key corporate travel clients

• Accomplished an existing client retention rate greater than 98%

• Developed and maintained a prospect database for new and potential clients

• Ensured that cost containment and control measures in place to maintain

clients' travel programs with average cost savings between 60 to 70%

• Prospected new business through cold/warm calling, networking and existing

client referrals

• Recommended customers with solutions based on opportunities to apply best

practice on processes, policies and procedures

• Leveraged client usage of Navigant self-booking/on-line booking solutions

• Negotiated with suppliers to leverage relationships and opportunities for

enhanced value, better cost savings and overall traveller satisfaction

• Conducted surveys for internal/external client satisfaction and program

effectiveness

• Presented educational seminars to key travellers and travel arrangers on

best practices related to overall travel initiatives for cost savings, safety and

policy compliance

• Provided administrative reporting on activities using various spreadsheets

CANADA 3000 (TICKETS), MONTREAL, QUEBEC 2001

Regional Director

• Reported directly to the President and Vice President

• Instrumental in managing a team of up to 5 Supervisors and 50 employees

• Oversaw the sales and operations of 6 retail outlets in the Montreal area

• Opened and staffed the 5th retail office – located in Champlain Mall,

Brossard

• Opened and managed C3 Staff Travel offices in Dorval, provided

arrangements and ticketing for employees' personal and business travel

• Handled all regional 2nd and 3rd level customer service enquiries and

complaints

CARLSON WAGONLIT TRAVEL (CWT CANADA) 1985 – 2001

Varied experience as Branch Manager/Administrator, National Account Manager and

as Client Solutions Specialist providing support services for external and internal

customers.

Client Solutions Specialist 1998 - 2001

• Provided key support for client implementations of CWT and 3 rd party

technology in electronic booking, corporate card and T&E expense

management and t ravel data management reporting, to include integration

with existing processes

• Delivered specialized technology solutions to provide value added products to

clients and to employees, worked with network environments, resulting in

reduced operational costs and improved efficiency

• Implemented GoldMine CRM/SFA solution for CWT Canada's Account

Management and Business Development teams. Headed the entire process

which included product evaluation and selection, budget allocation and

coordinated the project through the product customization, installation and

end-user training stages.

• Provided instructional resources, presentations and demonstrations of key

products and applications to account managers and team members

National Account Manager 1996 - 1998

• Evaluated customer T&E expenditures and recommended appropriate

programs through detailed analysis of historical data and t rends toward

future requirements

• Negotiated with suppliers to provide client's travellers with cost effective

products and value added services

• Measured and reported on effectiveness of T&E management process and

systems through benchmarking, actual cost reductions and client

satisfaction

Branch Manager 1985 - 1996

• Established and staffed a new office location to service leisure and business

t ravel customers in Quebec's Eastern Townships Region

• Prepared budget and managed branch sales and expense controls and

reporting

• Marketed brand transition and developed local business to build office

profitability

• Provided management and t rained a team of 15 employees

• Provided effective customer service and local business development

ADDITIONAL EXPERIENCE:

• AXIS Travel point of sale user group providing interface solutions between

key suppliers' booking engines and CAA North & East Ontario back-office

applications

• Business Development Toolkit Committee tasked, providing key

documentation and resources to Navigant Canada's Business Development

Directors

• Coordinated Virtual Private Network project to allow remote users access to

CWT network applications

• Participated in CWT North America electronic booking evaluation and

development

• Analysis for costing and budget proposal for CWT Canada wide area network

project

• CWT focus group for InterAct 5.0 development (business reporting).

• Member of CWT Canada Corporate Liaison Group (1985 to 1988).

• Canadian implementation and training of Global MATRX automated t ravel

accounting and reporting system

TECHNICAL PROFICIENCY :

• Microsoft Office: Excel, Word, PowerPoint, Outlook, Project

• General MS Windows operation and management

• Cognos Reporter

• CRM: SalesForce.com, GoldMine, ACT

EDUCATION :

• Completed various training, courses and seminars related to the travel

industry. general sales and staff supervision

• World Wide TravelLab, Montreal, Quebec

• Montreal West High School, Montreal, Quebec

References available upon request

Contact this candidate