ASH HAMOUDA

***** ** **** *** ****: 702-***-****

MIAMI, FL 33176 E-mail: addk58@r.postjobfree.com

Decisive, action-oriented and results-focused ARC certified professional offering 15+ years in the travel industry, utilizing most GDS systems and online booking tools. Outstanding experience in project implementation, account management and sales. Talented in team building, team consensus, developing projects, customer relationships, cost avoidance, continuous process improvements.

PROFESSIONAL EXPERIENCE

Royal Caribbean – Miami, FL 08/17- 04/20

Air/Sea Business Analyst System Support

Analyzes operational processes and identifies technology solutions that will increase efficiency, lower costs, and improve service. Provide expert level user support to Travel Services employees on various proprietary and 3rd party applications. Identifies service level risks for problem resolution and management notification. Build the staffing strategies that support corporate travel agents and guest call centers.

Collaborate with business and technical core team members to support and project manage the company policy from business requirements to production deployment.

Configuration specific workflows and process enhancement as needed to corporate and guest call centers.

Manage and troubleshoot reported or observed defect.

Identify gaps, gather requirements, provide solutions, project management, and test and promote to production.

Liaison with IT and outside vendors to ensure call centers are meeting client’s needs.

Analyze processes, recommend enhancements to current processes and systems that will increase productivity, lower costs, or improve customer service.

Modify staffing schedules as needed to maximize efficiency and meet client satisfaction.

Interface with 3rd party technology providers for support. Maintenance, and RFP purposes.

Provide and data analyzed reports and accurate forecasting to senior management.

Travel leaders – Tampa, FL 10/15- 08/17

Implementation Supervisor / Corporate Technical Support

Responsible for implementing new corporate customers on all products and services. This includes providing technical assistance as well as consistent communication to customers, Provide call volume forecast, average handle time and staff requirement. Gather client business requirements and design a solution that meets the needs of the clients. Run and analyze management reports that supports the operation and ensure all strategic goals are met.

Gather information from customers, evaluate their needs and create implementation solution.

Manage and monitor projects against the initial project plans.

Manage the expectations of the client with regard to project objectives, deliverables, timeframes, etc. by understanding the key business drivers and their prioritization.

Provide service level risks, solutions and continuously provide operation enhancements.

Communicate project status with the customer by means of status reports and status calls.

Continuously improve and modify staff schedule to meet changing clients demands.

Analyze data, trends and prepare operation performance reports.

Manage and coach the implementation team.

Provide statistical baseline forecast with clear communication of the forecasted workload and changes to senior executives.

Bristol-Myers Squibb – Tampa, FL 03/14- 10/15

Sr - Global Business Travel and Meeting Analyst

Responsible for managing the relationship and performance of vendors and logistic suppliers globally. Ensuring service level agreements (SLA), price, quality and service delivery are met. Responsible managing the Global Transient preferred programs including monitoring contracts rate audit and market share performance. Build staffing strategies that support company goals and continuously provide process enhancement to the operation.

Lead the Technical Implementation team globally and provide second level support for implemented sites.

Participate on scheduled operational calls, quarterly scorecard & dashboard, review calls and bi- annual review meetings with travel and or meetings suppliers.

Review monthly spending analysis and quarterly dashboards to identify opportunities for additional savings.

Provide and enhance training manuals provided to the team to meet changing call center needs.

Participate in suppliers’ quarterly reviews to identify call volume needs.

Conduct account reviews with suppliers and determine further savings opportunities.

Liaise with suppliers and communicate changes to policies.

Run reports and provide data analysis to identify trends and areas of risks and process enhancement.

Generate the international ISOS traveler reports, as required and collaborate with key stakeholders on findings. Communicate with impacted employees and ensure all agency feeds to ISOS are functioning correctly.

One Call Care Management – Jacksonville, FL 10/12- 12/13

Corporate Travel Manager

Responsible for managing and building corporate travel department and injured workers. Create process and procedures that increase revenue and reduce cost. Manage and negotiate vendor’s contracts and relationship. Maintain the highest service levels to reach the ultimate client satisfaction. Oversee local and global call center including technical virtual team. Provide accurate data analysis, trending, risks and process enhancements.

Accountable for the daily performance of the Corporate Travel department.

Manage and support vendors and travel supplier relationship.

Develop, maintain and analyze routing, fares rental, accommodation and discount programs.

Responsible for the management, on- going training and development of the travel team.

Maintained good customer relationships and ensure highest customer satisfaction.

Provide clear forecasting to senior level executive of call volume and possible changes to the workload.

Timely and effective resolution of the employees, customer, billing, department and vendors issues.

Provide accurate financial reporting for the executive team.

Identify key drivers of call volume to insure accurate forecast and planning.

Eight Star Commodities – El Centro, CA 03/09- 08/12

International Sales Manager

Based in Dubai and United States, I am responsible to develop and build a network of suppliers, dealers and distributors worldwide. The business region focus was between United States, United Arab of Emirates, Saudi Arabia and Europe selling Hay and seeds for animal feed.

Establish and develop key customer relationships and drive sales opportunities.

Develop and maintain distribution plans, strategies and tactics.

Lead proposals and quotation process. Negotiate and manage client contract terms.

Analyze international market analyses and determine customer needs volume potential and business growth.

Targets new international markets, new sales opportunities and initiate action plan to approach and secure new business.

Maintained good customer relationships and insured high customer satisfaction.

Up-sell/cross-sell products and services that meets client’s needs and offer consulting.

PAR- Springer Miller – Las Vegas, NV 03/08-03/09

Global Account Manager

Managed all aspect of Mandarin Oriental Hotels portfolio globally to include client retention, contract negotiation, implementation, business consolidation, sales of products and services, business planning and reviews, establishing relationships with key decision makers. Lead the technical support call center and provide process enhancement to reach the highest customer satisfaction.

Created implemented and developed procedures that increased efficiency accelerated and insured customer satisfaction and slashed error rate by 80% in the software support department.

Formulate and manage business plan with Mandarin with the goal of increasing revenues, decreasing cost and better utilizing assets.

Develop service level agreement for service, financial and performance.

Traveled to the client locations; participated in meeting, audits, installation and software upgrade.

Plan and execute quarterly business review and annual strategic review.

provide recommendations based upon analysis, data and input from users and departmental management.

Provide accurate forecasting and identify modification needs based on changing call volume.

World Travel BTI – Atlanta, GA 12/03-02/08

Manager of Affiliates Technology & Product Services

Managed Affiliates Group of World Travel BTI WT relationship with World Travel BTI WT and achieved all Affiliates goals related to their retention. Functioned as liaison between WT Technology support team, vendors and Affiliates.

Functioned as a critical member of the Affiliates Group of World Travel BTI with regards to profitability, overall business strategy, quality service, preferred vendor maximization, technology implementation including working with different file formats such as (CSV, XML).

Managed profitability by reviewing income statements and taking action as appropriate; Worked with senior executives in managing the products and services within the Affiliate division.

Provided standard operation procedures and issue resolution to Affiliates. Help Affiliates determine the most effective use of WT products and services. Provided product demo’s and negotiated air, car and hotel contracts.

Expedia.com – Bellevue, WA 08/02-12/03

Manager of Expedia Corporate/ Implementation

Built and managed strong, lasting and mutually beneficial relationships with Expedia Corporate clients to promote efficiency and increased revenue. Contributed to the management of day-to-day operations of relationship with key client contacts, including working with colleagues to manage all business and operational issues as they arose.

Introduced development and application of client needs assessment and product specification.

Responsible for new account implementations and client profile standardization. Coordinated efforts across the support service team to achieve timely, efficient and flawless implementations.

Planned, scheduled and directed activities of all parties involved in current and future projects.

Developed scope of project documents, deliverables, costs, risk assessments, communications, contracts, resource management and quality. Managed and assumed responsibility for new enhancements, account implementations & business improvements.

GetThere.com – Menlo Park, CA 06/99-08/02

Manager of Client Relations/Implementation

Maintained active contact with clients ensuring service levels were effectively met to their requirements.

Implemented standards to ensure quality; analyzed the operational effectiveness of call center operation, insured adherence to company policy and achieved agreed upon productivity, quality and performance standards contracts. Oversaw two call centers (Menlo Park, CA- Coos Bay, OR)

Maintained productive on-going relationships with assigned accounts and functioned in a consultative capacity with key accounts.

Implemented and maintained the travel sites of corporate, airlines and e-partner sites including the American Express consumer sites (Small business, Platinum, Consumer and Amexone). Maintained and configured different software to increase service levels and reduce cost. Utilized, configured and maintained Sabre, Apollo, and World Span reservation systems to insure accurate records.

EDUCATION

Helwan University, B.A., Social Work, Garden City, Cairo, Egypt. 1987-1991

One-year work/study programs completed at Taburi High School and Taburi Middle School Social Clubs, Cairo, and Women's Mental Health Hospital, Cairo.

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