Customer Relations, Customer Service, Customer Operatioms
Resume:
Wilma Sykes – *****.******@*****.***
Wilma J. Sykes
Rolling Meadows, IL 60008
P 513-***-**** E *****.******@*****.***
Senior Travel Industry Professional Sales Account Management Marketing Client Services Partner Management Margin Improvements Process Improvements Accomplished travel leader with a reputation for delivering inventive business strategies and client-focused solutions that improve margins between 8 - 40% consistently, often in volatile markets. Recognized for managing and building client relationships in B2B and B2C travel sales and marketing environments; critical thinking, problem solving, assessing competitive markets, and implementing creative sales and marketing strategies. The ability to secure strategic alliances through; effective communication, staff development and strategic marketing planning. Talent in controlling expenses, extending operational dollars, and maximizing profitability surpassing company goals and objectives. Core Competencies:
Team Building & Leadership Customer Needs Assessment New Product Launch
Strong Business Acumen Strategic Business Planning Call Center Management
Business Development P&L Management Contract Negotiations Experience:
Travel Management Consultant and Volunteer
June 2014 – Present Greater Cincinnati Area
Sales, Account Management, Customer Service, Partner Management
• B2B and B2C - Needs Assessment (TMC and Corporate)
• Strategic Business Planning
• Contract Negotiations
• Process Improvement
Expedia, Inc.
September 2002 - April 2014
Director, New Market Development 2011 - 2014
Expedia Daily Deals ~ Groupon Partnership Cincinnati, OH
Selected by Expedia leadership to direct and introduce internal and external New Partner Relationships
Assist in the creation and execution of joint partner offering “daily deals” program
Manage B2B and B2C Partner Relationships (US, Canada, Latin America, Mexico and National Accounts)
Managed and directed team of Sr. Sales and Marketing Managers across the US
Liaison to Expedia Lodging Partner Services (National and Strategic Accounts)
Exceeded goals and objectives for new partnership Sr. Director Global Customer Service 2006 - 2011 Egencia (Expedia Corporate Travel) Bellevue, WA and Cincinnati, OH
Directed and managed Customer Service Program
Implemented and Executed Virtual Call Center Solutions
Responsible for 300+ employees (in-house, virtual and call center)
Led the quality measurements and service configurations for all new business RFP’s, resulting in the onboarding of 30+ Fortune 500 companies
Successfully managed ongoing client service reviews and recorded key performance indicator data in collaboration with other departments, ensuring client service expectations were met and/or exceeded
Authorized contractual commitments to provide services or meet deliverables
Collaborated with sales, account management, technology and finance teams to develop and implement recommendations for service improvement.
New business liaison (Global Sales) - develop, present, and implement service configurations
Awarded “President’s Club” 2006 to 2010
Wilma Sykes – *****.******@*****.***
Expedia, Inc. Page 2 of 2
Director, Operations 2002 - 2006
Egencia, Expedia Corporate Travel Bellevue, WA
Recruited by Expedia to develop, plan and implement the initial customer service program for their inaugural Corporate Travel Enterprise
Hired and trained initial Customer Service Team (T&D, managers, travel consultants, service delivery managers, quality control)
Negotiated, contracted, and managed the relationships with our external call center partners
Developed and implemented VIP and International travel offering
Facilitated the integration of Metropolitan Travel acquisition Carlson Wagonlit Travel USA - General Manager, Ohio Valley 1997 – 2002 Dayton, OH
P&L responsibility for all phases of the Ohio Valley business
Direct and manage personnel to ensure; business growth, profitable operations, customer retention and business development through proactive global travel management consultation.
Served as the primary liaison between major accounts and the various CWT and CCI businesses. Introduce integrated solutions throughout the various companies and maintain relationships.
GDS Transition - from SABRE to WSPAN included $300M in business
Awarded most profitable Region in 1998 - 1999
Budget Rent-A-Car Corporation - Director, National Travel Accounts 1993 to 1997 Naperville, IL
Travel Industry Relations – Liaison with TMC and Travel Consortia to establish preferred vendor status and ensure maximum transactions and revenue opportunities.
Partner Marketing - research, develop and recommend marketing blueprints for the programs and manage marketing spend.
Travel Industry Shows - local, regional, national and global (NBTA and ASTA) Education:
Western Michigan University, Kalamazoo, MI
Jackson Community College, Jackson, MI
Continuing Education:
• Effective Leadership Skills • Inside Out Coaching
• Professional Selling Skills I & II • Diversity in the Work Place
• Six Sigma • CRM Management
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