Management Sales

MARTIN

FERRON

Travel

Consulting

&

Management

Specialist

E:

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

PH:

415-

320-

4467

SUMMARY

Experienced

business

professional

with

over

20

years

of

specific

expertise

in

the

travel

industry.

Recognized

throughout

career

for

strong

skills

in

customer

service,

client

retention

and

staff

development.

Solid

communication

skills

and

vendor

negotiation

(airlines,

cars

and

hotels).

Results-

oriented,

quality-

driven,

motivated

with

wide

range

of

knowledge

in

both

international

and

domestic

travel

markets.

Consistently

combining

leadership

with

sound

business

practices

to

position

companies

for

long

term

growth

and

profitability;

acknowledged

for

increasing

company

presences

and

visibility

in

extremely

competitive

business

environments.

Expert

in

identifying

and

capitalizing

on

airline

and

hotel

market

opportunities,

capturing

key

accounts,

and

outperforming

competition.

Exceptional

analytical,

problem

solving,

communication

and

interpersonal

skills.

Demonstrated

ability

to

work

independently,

on-

site,

remotely

or

as

an

integral

part

of

a

team

to

achieve

objectives

and

goals.

SKILLS

AND

EXPERTISE

Travel

Agency

Operations

and

Management

Marketing

Communications

Customer

Relations

Business

Travel

Management

Account

Management

Sabre,

Worldspan,

Amadeus

Contract

Negotiations

Web

Analytics

E-

commerce

SQL

EXPERIENCE

Global

Air

Operations

Transportation

Analyst

(Contractor)

HOTWIRE.COM

–

San

Francisco,

CA

Present

Managing

and

overseeing

all

operations

with

3

different

call

centers

(Portland,

Green

Bay

and

Manila).

Ensuring

professionalism,

accuracy,

and

cost-

effectiveness.

Working

with

airline

account

managers.

Developing

and

implementing

strategic

cost-

effective

programs

geared

toward

reducing

costs

while

maintaining

acceptable

customer

service.

Staying

informed

with

all

airline

rules

and

regulations,

airfares,

and

other

industry

standards.

Managing

a

team

of

supervisors

in

call

centers

by

coaching,

providing

feedback,

motivating

them

to

provide

exceptional

service

to

Hotwire

clients.

Managing

debit

memos

and

credit

card

chargebacks.

Working

with

afterhours

contact

on

all

problems

or

concerns.

Interacting

with

Senior

Management,

sales,

finance

and

other

areas

in

the

development

of

procedures

and

implementation

of

controls.

Effectively

directing

and

coordinating

the

work

of

team

members.

Establishing

strong

working

relationships

with

other

leaders

within

the

company

and

Expedia.

Providing

ongoing

training

and

coaching

opportunities

to

employees

to

enhance

success

and

create

ongoing

employee

growth.

Sanmina-

SCI/Travizon

–

Salt

Lake

City,

UT

May

2011

–

February

2013

Managing

travel

for

a

multinational

corporation

with

major

operations

in

the

US

west

coast

concentrating

on

travel

to

the

A-

Pac

region,

with

focus

on

China

and

a

travel

budget

of

$5

million.

Responsible

for

the

development

and

management

of

travel,

online

booking

tool,

events

and

incentive

programs.

In

charge

of

daily

business

operations,

including,

budgeting,

negotiations,

vendor

relationships,

personnel

administration

and

supervision,

sales

and

marketing

strategies,

updating

and

strategically

communicating

corporate

travel

policies

and

procedures,

operational

reporting,

evaluation

and

supervision

of

all

programs

and

technology.

Manager

/

Operations

Balboa

Travel

Management

Inc.

–

San

Diego,

CA

February

2007

-

April

2011

Managed

the

day

to

day

operations

of

several

corporate

teams,

the

fare

control

department,

on-

sites,

reception

and

ticketing.

Responsible

for

payroll,

performance

reviews,

and

scheduling

staff.

Facilitated

training

and

orientation

for

new

hires.

Identified

and

provided

solutions

to

improve

inefficiencies

and

increase

productivity.

Trained

new

hires

on

internal

processes

and

procedures.

Communicated

new

GDS

enhancements

and

formats.

Provided

GDS

help

desk

support

to

agent

staff.

Assisted

with

the

development

of

the

agent

to

achieve

excellent

customer

service,

increase

productivity

and

reduce

errors.

Supervised

Call

Center

and

client

onsite

staff

of

27.

Coaching

and

development

of

agent

staff

to

achieve

ultimate

customer

service.

Reviewed

and

worked

with

agents

to

achieve

goals

with

our

preferred

vendor

and

agent

incentive

programs.

Handled

customer

service

issues

to

resolution

and

client

satisfaction.

Monitored

and

worked

office

queues.

Maintained

client

profiles.

Monitored

ACD

system

and

analyzed

call

reports.

Government

Travel

Management

Specialist

Christopherson

Business

Travel

–

Salt

Lake

City,

UT

March

2006

-

February

2007

Senior

Government

agent

for

high

volume

on-

site

(State

of

Utah),

both

domestic

and

international

sales.

Focusing

on

the

travel

needs

for

senior

level

government

officers

and

State

Universities'

faculty

members.

Handled

all

aspects

of

government

travel

reservations,

ticketing.

Leisure

travel

reservations,

small

meeting

and

groups.

Travel

Supervisor

TraveLeaders

–

Irvine,

CA

February

2002

-

March

2005

Ensured

the

service

excellence

and

operational

harmony

of

virtual

on-

site

supervising

a

staff

of

6

employees.

Operated

within

budgetary

guidelines

for

individual

P&Ls.

Developed

solutions,

including

conducting

strategic

business

planning

sessions,

mapping

processes,

establishing

benchmarks,

and

implementing

value-

added

products.

Monitored

travel

program

to

ensure

the

highest

level

of

service

from

the

operations

team

and

the

chosen

online

booking

tool.

Created

quarterly

and

year-

end

reviews

to

help

develop

procedures

to

reduce

travel

costs.

Negotiated

air,

car

and

hotel

programs

with

vendors

and

assisted

develop

programs

to

move

market

share.

International

Sales

and

Travel

Counselor

Travel

Zone

–

Salt

Lake

City,

UT

September

1999

-

February

2002

Handled

all

aspects

of

corporate

travel

reservations,

ticketing

for

busy

corporate

department.

Focused

on

international

travel,

particularly

in

the

South

Pacific.

Leisure

travel

reservations,

small

meeting

and

groups.

LANGUAGES

English

/

Spanish

EDUCATION

Universidad

de

Buenos

Aires

Bachelor

of

Arts,

Spanish

Literature

/

Travel

and

Tourism,

1989

-

1992

Recommendation

from

Tom

Livermore,

COO

TraveLeaders

"It

is

unusual

to

find

some

one

like

Martin.

Always

positive

with

a

"can

do"

attitude

AND

a

nice

guy.

And

how

about

being

an

incredibly

HARD

worker

and

always

getting

the

job

done.

Management

is

not

a

popularity

contest,

but

it

helps

to

have

everyone

respect

and

enjoy

working

for

their

supervisor.

My

only

memories

are

of

Martin

"being

there"

for

his

direct

reports

and

the

entire

management

team.

Oh

to

have

been

so

fortunate

as

to

have

had

a

room

full

of

"Martin's".

No

disappointments

with

this

gentleman.

Whomever

Martin

works

for

or

with

will

be

well

rewarded."

Thomas

B

Livermore,

COO,

TraveLeaders.

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