Manager Account

Michael Freeman

*** **** **** ******, ********, NY 11203 • 917-***-**** • ************@*****.***

Corporate Travel Management Professional

Client Centered • Detail Driven • Leader • Mentor • Highly Effective

Profile

More than 15 years of progressively responsible leadership experience.

Able to align, coordinate, empower, and guide multi-site cross-functional teams across projects and organizational initiatives from concept to completion.

Simultaneously manages multiple levels of responsibilities in a fast-paced environment.

Excellent communicator with demonstrated ability to collaborate with staff, management, business partners, and others at all organizational levels.

Outstanding blend of organization, prioritization, leadership, and interpersonal skills.

Mentor and lead teams by example and with integrity to deliver service excellence.

Selected Achievement

Strategically merged 2 groups of agents to streamline operations, resulting in more than 50% increase in telephone response time as Account Manager for Rosenbluth International.

Professional Experience

Ovation Travel Group, New York, NY (2007 – 2018)

Operations Supervisor _ BlackRock Inc, Conde Nast

Expertly and efficiently managed team of 10 Travel Counselors locally and across virtual locations to ensure superior level of customer satisfaction and safeguard adherence to all organizational account strategies.

Selected to oversee major accounts, including Blackrock (2007 – 2016) and Conde Nast (2016 – 2018).

Proficiently monitor ACD phone system on a daily basis to ensure accurate and timely distribution of client phone data.

Spearheaded all training and management for travel and online tools, as well as implementation of new travel tools and products according to market and industry needs to drive business growth and development.

American Express Consumer Travel, New York (2003 – 2006)

Team Leader

Led, coached, and mentored over 35 Travel Counselors, Support, and Technical staff.

Optimized account retention and revenue growth by providing strategic support to management team.

Demonstrated dedication to quality, continuous improvement, and effective process enhancements through analyzing phone data to determine staffing requirements, implementing new tools and monitoring daily activities, conducting performance reviews for travel staff, and working with staff to set mutually beneficial goals while enforcing organizational standards and guidelines.

Leveraged advanced industry expertise to drive revenue growth and improve account retention.

Hold full accountability for tracking, managing, and maintaining business plan.

Additional Career Experience

Account Manager, Rosenbluth International/Credit Suisse First Boston, New York, NY

Operations Manager/On-site Manager- Schroder & Company, Journeycorp Travel, New York, NY

Roadshow Logistics Coordinator, Carlson Travel Network/Merrill Lynch, New York, NY

Supervisor, Travel and Special Events, Goldman Sachs Company, New York, NY

Assistant Office Supervisor, Mark Allan Travel, New York, NY

Education

Diploma, Computer Programming Unlimited ~ Diploma, Mahaicony Government School

Certificate, British Airways Passenger I ~ Certificate, British Airways Ground Operations

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