Manager Customer Care

About

Strategic Corporate Travel Manager with ** years of experience providing a wide range of corporate clientele with the support, expertise, and the knowledge to address their business travel needs. Effective in applying strong technical, communications, and SABRE skills to research and book appropriate accommodations. Adept at assessing individual requirements and ensuring travel bookings align with complex schedules.

Core Competencies

Team Leader for all Corporate Accounts

Concur / SAP Travel and Expense Tools

Resolved complaints, providing fast and accurate response to client issues.

Approved and processed refunds and credits.

Worked extensively with hotels and airlines to waive "no show" fees.

Successfully resolved debit memos resulting in savings between $20K and $30K; recovered monies owed company due to fraud and credit card rejects.

Monitored and evaluated performance of other agents including bonus recommendations.

Specifically handled high level accounts which included many top Fortune 500 companies

Provided technical support and navigational assistance to users of Hotwire and Expedia branded online booking engine Kalypso and C3.

Initiated, Investigated, and resolved customer service issues

Was a committee member on the customer and employee satisfaction team

Assisted with new hire orientation

Trained new hires on the SABRE reservation system and mentored them for four weeks after training

International Fare Construction Rate Desk Experience

Professional Experience

Manager, Global Travel & Expense and Events

ServiceNow – Santa Clara, California

02/01/20198 to present

Managed The Global Travel & Expense Team responsible for supporting employee travel needs and ensuring travel spend is within Company Policy

Working closely with the Global travel Manager and our Travel Management Company to deliver a best-in-class business travel experience for employees

Collaborating with Global Travel Manager on ServiceNow Travel Program initiatives

Monitored and manages SLA compliance by the preferred agency supplier in each perspective region

Responsible for managing regional corporate travel initiatives within the overall Global Travel program in concert with the Global Travel Manager

Managed regional Concur Travel tool integrations

Training

New country rollouts

Managed and enhanced regional preferred supplier relationships (Air/Hotel/Car Hire)

Coordinated internal and external communications with stakeholders, third party representatives, etc. under Global Travel Initiatives

Assisted in Regional airline discount agreements

Compliance Review of Supplier Contract Records validating status & record accuracy

Implementing regional travel policies, collaborating with key stakeholders in each region to ensure overall compliance under Global Travel Initiatives

Establishing a high level of transparency for the management team, allowing them to better manage their travel costs from a pre-trip perspective.

Engagement with travelers to ensure exceptional traveler experience in each perspective region • Establish & maintain key relationships with our Global stakeholders

Senior Manager, Global Travel & Expense

JUUL Labs – San Francisco, California

01/05/2018 to 12/10/2018

Develop, maintain, and administer Global Travel Policy allowing for cultural and regional differences with cross functional coordination as needed.

Monitor travel policy compliance and provide strategies to increase compliance.

Complete Global Travel Agency implementation including program management, review, and analysis.

Oversight of the travel management company (ies) including all operational issues, SLA’s, management reporting systems, and adherence to policy.

Develop, implement, and manage all travel vendor relationships and programs (agency, air, hotel, car rental, executive sedan, and other travel related services ensuring compliance to service level agreements.

Strong ability to use various automated travel technology tools including travel management reporting tools and self- booking tools.

Lead a cross functional team to design, review, analyze, select, and implement a global credit card program and car rental bid.

Develop and maintain credit card administrator program with the Global Travel Manager as the main administrator with regional support.

Identify savings opportunities and service enhancements, initiate process improvements and deployment of benchmarking-generated best practices.

Benchmark, analyze, monitor, and report on travel expenditures and compliance.

Provide monthly and quarterly reports for corporate travel expenditures against budgets and forecasts.

Work with Risk Management on Duty of Care issues, car accidents, and other incidents relating to business travel.

Developed strong internal working relationships with all departments especially Finance, Meetings/Events, Marketing, Sales, Purchasing, Executive Admins, IT and International locations.

Designed and implemented travel training/seminars for travelers and travel arrangers.

Maintained travel intranet.

Corporate Travel Manager Senior Event Manager

Mondee Group - Foster City, California

03/2017 – 12/31/2017 Contract Position

Reviewed, verified, and assessed applications and supporting documents in accordance with established guidelines to determine financial aid eligibility.

Answered inquiries and addressed, resolved, or escalated issues to management personnel to ensure client satisfaction.

Oversaw inventory and office supply purchases.

Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.

Facilitated organized record retrieval and access by maintaining filing system for both in-house and discharged residents.

Provided logistical support for programs, meetings, and events, including room reservations, room set-up, Managed hundreds of accounts receivable accounts working directly with the Financial Management Office.

Interacted with vendors, contractors, and professional services personnel to receive orders, direct activities and communicate management instruction.

Coached new employees on administrative procedures, company policies and performance standards.

Served as corporate liaison between the finance, IT and marketing departments.

Created and implemented standard operating procedures for records handling.

Created detailed expense reports and requests for capital expenditures.

Coordinated travel accommodations for staff and out-of-town visitors, including vouchers, agendas, and transportation.

Assisted with event planning, including associated travel and logistical arrangements.

Oversaw daily office operations for staff of 45 employees.

Senior Manager, Air Operatioins

Expedia San Francisco - San Francisco, California

10/2014 - 03/2017

Managed staff based on organizational headcount of 20 - 50 employees.

Managed all Vendor Contract (Air, Car and Hotel) for clients.

Hired, trained, developed, and evaluated staff performance.

Executed new departmental policies, procedures, operating structure, and information flow with keen attention to detail.

Efficiently revised and implemented several operational processes to create a robust customer service experience.

Met or exceeded established service levels every month earning a monthly 2% bonus for the company.

Developed and implemented a consultative sales training program.

Increased average per sale by 39% the first year and routinely surpassed monthly sales objectives.

Instituted a career development campaign that promoted deserving employees during a time of rapid growth.

Conceived and implemented series of activities cross-departmentally.

Increased colleagueship, strengthened culture, and brought 'fun and challenge' into the workplace.

Handled all aspects of client complaints by maintaining quality communications and establishing productive relationships.

Worked closely with top executives and their assistants to ensure compliance with strict business schedules.

Managed 46 business accounts with strong focus on achieving high levels of client praises and loyalty.

Coached new employees on administrative procedures, company policies and performance standards.

Manager, Product Operations

Hotwire.com - San Francisco, California

03/2011 - 10/2014

Provide a level of service that exceeds customers' needs and expectations; develop processes which track service quality indicators and identify problem areas along with providing solutions.

Implemented training and measuring process for leadership skills.

Converse and listen to concerns, act as a liaison between client and organization, rectifying issues in a professional and timely manner.

In charge of managing 150 customer care representatives and 10 supervisors to obtain high levels of performance in quality, average handle time, first call resolution, compliance to schedule, attendance, efficiency, and attrition.

Implemented the use of coaching evaluation tool for the entire office.

In charge of managing shrinkage and operations effectiveness.

Implemented processes to improve quality of service.

Participated in improving onboarding process and actively participated in the recruiting, selecting and interviewing of front line employees as well as supervisors and other managers.

Implemented processes to improve coaching techniques and coaching varieties.

Modified and improved reporting tools.

Director Travel and Events

National Nurses United, Oakland, CA

7/2005 – 12/2010

Work with Labor Representatives and Field Organizers and managers to track travel budgets

Monitor travel industry trends, develop, and execute strategies within the region.

Aid Business Office with travel related projects

Manages corporate travel credit cards and provides monthly reconciliation and reporting

Manage the travel agency and online booking tool, within the region, including service levels, operational productivity and drive vendor performance.

Provide active oversight of the suppliers including key operational issues, SLA’s, management reporting

Establish and execute a sourcing strategy

Project Management- coordinate all activation elements for campaigns including development of timelines and staff management to hit goals and deadlines

Promotional Ideation- consult, collaborate, and brainstorm with sales team, clients, and other members of management to create compelling activation concepts that include a 360-degree approach

Event Management- direct preparation and execution of station events, promotional activities, and special projects

Creative- Works internally and externally to oversee copywriting, design, layout, and production of promotional imaging and premiums for the department

Accounts Payable- Coordinate with business department for all invoices, purchase orders, and talent payments for marketing department. Maintain detailed and accurate records of invoices and purchase orders

Previously

Lead Travel and Events Planner, International Brotherhood of Teamsters

Western Regional Manager for McCord Travel Management Hoffman Travel

[received the Manager of the Year award and the Outstanding leader of Northern California award]

Director of Operations for Balboa Travel, Inc.,

Travel Leader – The Gap

Lead Passenger Service Agent, American Airlines SFO

Education

Bachelor of Arts: Political Science

San Francisco State University - San Francisco 1996

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