Customer Service Management

Melanie S. Sanders

***** *. ******* ****** **

Fredericksburg, VA 22407

540-***-**** (Home)

954-***-**** (Cell)

*******.**********@*****.***

Accomplishments

• Managed daily operations for Corporate Travel Program with an annual spend of $100M. Established

operational standards focusing on the customer which improved productivity by 18% and reduced cost

expenditures by 20% through staff development and cross departmental cooperation.

• Established Quality Controls to improve travel policy management on a global and regional need

including routing, expense management and all vendor contracts and relationships ensuring service level

agreements meet or exceed expectation, saving organization $60K in first quarter of operation.

• Presented quarterly reviews to Corporate Travel Council consisting of Senior Management. Review

included development of strategies to better serve company including Policy and procedural changes

based on a variety of metrics including customer service, policy compliance, and savings opportunities.

• Identified, planned, coordinated, and reviewed studies and surveys of companywide travel, and charge

cards activities, to determine whether sound management principles are being followed in planning

travel itineraries, applying per diem policy, justifying the most cost effective transportation approach.

• Worked with various departments to gather data needed to develop strategies to meet the needs of

customer. Improved Customer Service over 50% in first quarter of operation.

• Implemented global on-line booking tool for offices in the US, Europe and Asia increasing compliance

over 80% in first active quarter improving compliance to 93.5% in the next 6 months.

• Collaborated with IT to resolve reporting issues pertaining to financial spending. Identified variances

and implemented corrective action saving employer $880K vs. $300K as projected.

• Kept departments running through major software conversion with no technical issues by providing a

constant flow of communication to supervisors and management through formal and informal channels.

Developed Supervisors and Team Leads for continued growth by encouraging creative thinking,

allowing additional responsibilities, and creating a safe environment for their skills to develop.

• Identified improvements for cost savings on SOP’s by analyzing errors and providing processes and

training, reducing the rolling monthly average of errors by 99%.

Strengths

• Extensive knowledge of Travel Industry Operations, travel office regulations, project management and

operational procedures.

• Understanding Global Travel Initiatives, the issues surrounding regional offices and bringing a program

together to achieve corporate goals.

• Strong strategic skills that allow me to see patterns and play out alternative scenarios which help me

accurately evaluate potential obstacles and plan a strategy forward to best benefit my employer.

• Strong team player in building relationships both internally and externally.

• Adaptability is a key strength which allows me to respond willingly to the demands of the moment

without losing sight of the big picture. I can stay productive when the demands of the moment are

pulling me in many different directions.

• Extensive people management skills including customer satisfaction, leadership and direction for staff to

manage costs, develop procedures and improve SLA’s.

• Strong operational leader with the ability to quickly analyze programs and if needed create/redesign

programs to build a strong foundation for success.

• Extensive knowledge of Budget Planning, staff development, development of initiatives to improve

relationship between my employer and customers/clients.

• Experience in leading regular team meetings with global stakeholders.

Melanie Sanders resume continued….

Strengths continued….

Strong Presentation Skills an Effective communicator with an ability to accurately and simply relay

•

consistent information on complex issues to senior leadership.

• Experience in RFI/RFP process and departmental collaboration.

• Analytical and tactical skills providing innovative solutions to current problems and financial

management.

• GDS Systems, Apollo (Galileo), Sabre, Amadeus, Cliqbook, Concur, GetThere

Experience

• Consultant, Travel Management Review, 2010 – Present. Provide consultation to corporations

reviewing travel programs, analyzing SOP’s and service levels ensuring TMC is providing services and

consultation benefitting Corporation. Work with organizations setting up travel management programs

advising direction to take based on needs or company.

• Manager Corporate & Government, Groups and Getaways. JetBlue Airways, 2009 – 2010. Manage

multiple departments in a changing environment. Provided direction, planning and contingency options

for 5 departments during companywide reservation system transfer. Worked with senior management to

guide division through reporting processes and issues with ARC and BSP while providing new Standard

Operating Procedures to departments based on new reservation system. Involved in RFI/RFP process

for new software system for vacation department.

• Supervisor Corporate and Crew Travel, Royal Caribbean International 2008 – 2010. Managed daily

operations of Corporate Travel Department. Focus on web travel/on-line booking tools, vendor

relations, mid-office quality control, and best practice procedures improving cost saving metrics.

RFI/RFP process for new on-line booking tool and expense management system. Managed vendor

relationships with hotels, airline and car rental companies. Managed customer service issues, staff

training, and Travel Policy training for compliance. Consulted with department heads to drive

compliance and modify policy issues where needed to best suit company culture.

• General Manager, Blue Sky Travel, Inc/Adventures to Remember, 2002 – 2007. Launched business

and managed all daily operations. Used industry contacts to negotiate competitive vendor contracts for

all systems including GDS, airline, hotel, car rental, and motor coach contracts. Purchased retail

operation and merged with parent company, Adventures to Remember, to increase competitiveness, gain

market share, and develop more mainstream operations. Streamlined processes to optimize internal

efficiency and achieve the highest level of client satisfaction.

• Office Manager, Universal Studios, 1998 – 2001. Responded to inquiries, verified domestic and

international fares/rates, entered pricing data and resolved discrepancies. Managed extensive customer

contact and strengthened relationships by providing outstanding services.

• Corporate Travel Manager, Cardkey Systems, Simi Valley, CA, 1995 - 1998. Started and oversaw the

travel department, assisting personnel in five offices throughout the United States and Asia. RFI/RFP

process and contract negotiations with Travel Management Company for GDS contract, negotiated air,

hotel and car rental contracts. Managed vendor relationships, created reporting process for travel and

expenses including corporate credit card management. Wrote and implemented Corporate Travel Policy

and provided training to employees globally.

Education

• Bachelor of Business Administration, Western Governors University, Salt Lake City, Utah. (Candidate)

• Murdock Travel School, Salt Lake City, Utah. Travel Agency Management.

Honors & Awards

• Admirals Award, Royal Caribbean International. Achieved through exceptional management of

department during time of crisis.

• Employee of the Quarter, Universal Studios. Achieved through exceptional management during time of

crisis.

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