Manager Customer Service
Resume:
Kellie Kimery-Reaves
Dallas, TX 75218
*************@*****.***
****-**** *************** ** ********
Director, Account Management Dallas, TX
Managed 3 of the top 5 clients in Campbell’s portfolio- estimated over $40 million in volume.
Increased revenue monthly for top account in a 3 month period-by consolidating and managing their Meetings and Events volume- exceeding $2 million
Exceeded monthly goal by increased vertical sales with cost saving products to ensure overall savings for travel programs
Worked closely with various online booking tools: DEEM, Concur and KDS.
Managed promotional campaigns for a more comprehensive user recognition of their travel programs- provided incentives and created collateral
Designed and published executive performance analysis/reports (revenues, travel trends and benchmarking statistics with performance recommendations) from Concur, GRASP, etc.
Negotiated various hotel, air and car contracts for client base
Assisted in implementing a travel program for top clients Canadian user base- aided in Concur travel programming
2010- 2014 Insight
Corporate Travel Administrator Dallas, TX
Managed all day to day functionality and enhancements of the online booking tool- Concur direct client
Negotiated all U.S. and Canada vendor contracts on an annual basis
Manage and provide in depth reporting on a $10 million dollar travel program
Implemented, wrote and continually update Insight’s U.S. and International travel policies
Assisted in implementing Insight’s EMEA, and Canadian Concur and CWT platforms and functionality
Maintained relationship and review TMC functions and enhancements as they relate to the industry and Insight.
2007-2009 TRX, Inc. Dallas, TX
Corporate Account Manager
Reviewed operations specifications and plans for application development and enhancement and provide feedback to
developers and/or customers for the online booking tool- RESX
Identified, developed, and pursued sales opportunities within existing customers to expand the use of TRX technologies
and services
Provided weekly sales pipeline update to management on status of sales opportunities – new, wins, losses, progress,
and obstacles
Awarded largest corporate account within TRX, Cargill, and executed a 14% same store sales transaction increase travel
expenditures by midyear -goal set at 10% for annual
Responded to management requests for information, on-the-spot explanations, training issues and other support requests
Developed and maintained strong personal relationships with both internal and external customers to facilitate day to day
operations
2006-2007 Highpoint Southwest Services Addison, TX
Corporate Travel Account Manager
Maintained corporate travel policy to ensure the ongoing program is cost effective and that 400+ traveler’s
needs were continually met
Monitored travel policy and compliance; communicated and managed change as needed; and recommended and
implemented strategies to increase compliance
Managed relationships and contracts with travel agency, corporate card, airlines, lodging, car rental, and meeting management
vendors
Consistently identified areas for cost savings opportunities and recommend/implement cost saving initiatives
Regularly reported corporate travel expenditures against budget and forecasts
Managed all aspects of trip booking, planning, scheduling, billing and event resolution via company standards and customer
expectations
2005-2006 Adjuvant Expos Inc. Highland Village, TX
Freelance Talent and Stage Coordinator/Vendor Relations
Maintained vendor relations for VISIONS- The Women’s Expo (2005) Over 400 participating exhibitors
Coordinated 5 speakers/stage talent for the 2 day Dallas White Rock Marathon Fitness Expo. (2005)
Provided feedback for each event including any new business/vendor interests, customer service issues, speaker issues
and merchandise sales
Exhibitors Included: JC Penney, Minyard’s Food Stores, The Dallas Morning News, Genesis Women’s Shelter, 99.5 The Wolf
Speakers Included: Arturo Barrios, Bill Rodgers, Dr. Peter Snell
2000-2003 Hotels.com Dallas, TX
Manager of Strategic Partner Account Managers
Hired and trained a team to manage Corporate Accounts (Strategic Partners) for the Affiliate Marketing department-both domestic and international accounts
First three months of established team-the revenue for each account increased an average of 40%
Motivated, educated, developed and coached each team member to ensure financial goals of each account and department are
met monthly
Worked closely with each account manager and strategic partner account to create the type of
”stickiness” needed to ensure contract renewals
Partner Accounts Included: Boulevards.com, Travelworm.com, SideStep.com, NewYorkcity.com, Vegas.com, Cheaptickets.com, Northwest
Airlines.com, ContinentalAirlines.com, Orbitz.com
Strategic Corporate Account Manager- Call Transfer Program
Provided account management for several major airlines
Met with call center directors to communicate account performance and goals
Created account incentive programs to drive agent behavior, and worked closely with team leaders
to coach agents to hit transfer targets
From call transfer inception increased call volume from 0 to 60,000 calls monthly
Lead monthly focus group sessions in each affiliate call center for program feedback and to drive agent participation
Quality Coordinator
Responsible for monitoring, evaluating, scoring, analyzing, and tracking of call center calls
Accountable for administering all survey programs, internal and external
Reviewed and evaluated company policies and procedures to recommend enhancements to management
Developed and interpreted dialog scripts for all call center representatives
Supervised completion of a detailed loss report and no show report- analyzing and reporting financial losses in each department
for possible trends and agent re-training
Coordinated hiring and training of new employees- direct reports
Contact this candidate