Customer Service Software

Francesca R. Dorsch

****-* ***** **** *******

Greensboro, North Carolina 27407

336-***-**** abnkwt@r.postjobfree.com

Solutions oriented professional with experience in customer service, client and supplier

relationship management, and software support. Most recently provided software support

to a staff of 150 onsite and virtual employees. Demonstrated ability to identify root

causes and provide solutions for users. Able to master new tools and technologies

quickly. Outstanding interpersonal skills. Documented ability to drive results for all

technology initiatives undertaken in 2008/2009. Recognized for excellent performance

on the job.

PROFESSIONAL EXPERIENCE

American Express Business Travel 2005-2009

Trailblazer (Software Support)

Responsible for maintaining all account specific data used by multiple applications and

completion of site process reviews. Provided technical support to 150 users to ensure all

company applications were working as intended. Trained staff, installed desktop

applications. Main point of contact for software deployment.

• Developed an online technology survey and distributed the link to all agents in

the center as a means to identify the most frequent system problems and assess

off the phone time. Realized a reduction in off the phone activity by over 90%

as a result of the survey and our ability to identify real vs. perceived errors.

• Upgraded over 50-agent log-ins and instructed agents on how to launch the

automated upgrade software to meet SEC regulations for Bank Holding

corporations. Converted office to new security protocols. Responsible for

adding and deleting agent sign-ins and assigning new passwords.

• Analyzed all agent errors that resulted in a payout to our client or an airline as a

result of agents exchanging airline tickets incorrectly. Identified if errors were a

result of a manual exchange of a ticket, or if it was a software error. Team goal

was savings of $350,000.00.

• Conducted user acceptance testing on all new data applications prior to agent

training and provided feedback to project management team on any barriers to

the release of new software applications or enhancements required for a more

user-friendly application. Track and troubleshoot software issues and escalate

unresolved issues to software development team.

• Implemented the use of broadcast emails to notify the office of system outages

and estimated repair times. Improved office communication by reaching all

users, local and virtual, in a very short time period.

Francesca R. Dorsch (page 2)

Traveltime Services, Inc. 1998-2005

Corporate Account Manager –Inveresk (2000-2005)

Responsible for setting and monitoring budget as well as staff supervision for corporate

travel office. Provided quarterly reviews of departmental compliance with corporate

travel policy.

• Managed an onsite corporate travel office with two agents for five years.

Supported over 200 travelers, both local and regional. Received quarterly rebates

for clients of up to 20% of sales with preferred vendors.

• Provided intelligence about market conditions, including existing and potential

supplier services and costs to client so that they could make more informed and

timely decisions about their transportation needs.

• Used classic procurement techniques as part of standard operating procedure,

including issuing requests for proposals, mandating the use of preferred suppliers,

and monitoring established service level agreements.

• Monitored and reported on KPIs associated with measurement of air, car, and

hotel savings.

• Negotiated, monitored, reviewed, and enforced preferred supplier contracts.

• Assisted in the building of corporate travel policy and communicating policy to

all levels of staff through the use of departmental meetings and new hire

orientation seminars.

• Client and supplier relationship management.

• Main point of contact for client and supplier issue resolution.

• Participated in supplier scorecard review meetings.

Corporate Travel Consultant – (1998-2000)

• Built a software script for the Sabre GDS system that enabled our staff to invoice

Southwest Airlines transactions. Resulting in a standardized invoicing process,

substantially reducing agent workload, and increased revenue.

• Domestic and international travel arrangements.

• Arranged chartered air flights.

• Corporate meeting planning.

Ticket 2 Fly/Rosenbluth International 1994-1997

Quality Control Agent

• Responsible for meeting all service level agreements in regards to ticket issuance,

error free ticketing and on-time ticket deliveries for Citibank USA account.

American Airlines 1988-1994

Tour Support Staff

EDUCATION

- BA - History – North Carolina State University 1988

- Certificates - Global Logistics Technology & GPS/GIS 2010

Forsyth Technical Community College (In Progress)

SKILLS

• Lotus Notes

• Windows XP

• Microsoft Word, Excel, PowerPoint, and Access

• SABRE and Apollo GDS systems

• IBank Travel Management Software

• Installation/replacement of desktops and printers, minor hardware repairs.

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