Agent Tourism, Director of Travel Operations

Jeffrey M Dyer

**** *** ******** **, *** *** Calabasas CA 91302 * C 860-***-**** * adl1tv@r.postjobfree.com

Professional Summary

I am a highly effective travel management professional with 34 years of experience. Emphasizing innovation and creativity in solving complex problems, Energetic and results-focused with success in developing and leading diverse teams to achieve outstanding results.

Skills

Risk Management MS Word, Excel and Power Point

Human Resource Management Sabre Red 360/Apollo GPS

Project Management Knowledge of Concur, Get There, DEEM, CRM Magnatech – for unused tickets

Time Management ADP Payroll System, Netchex

Budgeting and Cost Reduction @Work Reporting,

Vendor Contract Negotiation Outlook and Virtual Meeting

BTA Reconciliation Managed Virtually (13 years

Work History

Director of Operations: 10 / 2017 to 07 / 2020

Corporate Travel Management – Montrose, CA

Manage operations for multiple corporate accounts various sizes and industries.

Hire and train agents as needed based on transaction volume and attrition.

Responsible for agent development to assure company KPI’s are met.

Responsible to reduce region overtime which I was able to reduce overtime 73% in 8 months.

Managed agent migration from one GDS system to another within a 6-month period.

Worked with other teams to migrate all accounts from one Apollo to Sabre

Direct Client management with all company accounts – partnering with Account Managers resolving any issues, questions and concerns

Took over travel manager duties of 1 global account while travel manager is out on maternity leave for 7 months.

Creative resolution of travel issues to reduce lost savings and assure customer satisfaction.

Review daily sales reports to manage transactions against projected budget.

Review and verify monthly P&L for corporate department.

Monthly 1-1 meetings with agents to develop any areas of opportunity, quarterly check-ins and annual reviews.

Manage payroll, time off / vacations, FMLA partnering with HR for any disciplinary items.

Managed and executed internal company events for west coast region.

Improved on current recognition program for agents.

New Business – Partner with sales team focus on operational needs and questions at sales pitch meetings.

Work with internal departments to correct issue such as Mid office, Online, Sabre Profiles, Reporting.

Operations Liaison: 05 / 2002 to 10 / 2017

American Express Global Business Travel – New York, NY

Manage operations for 67 large market / global clients currently with 153 direct reports.

Hired and trained several agents for various on-sites.

Responsible for agent development to assure company KPI’s are met.

Drive cost reduction with increased online adoption by 30% since January.

Developed and rolled out new policies i.e. Partnered with group finance and travel manager to update company T&E policy.

Exceeded company objectives with CSAT results of 94% and 0 write-offs.

Worked directly with Travel Mangers, Client Managers and Implementations to achieve cost reduction through automated pre-trip approval process.

Partnered successfully with travel vendors to produce best rates to drive client savings.

Monitored 10% of agent calls to assure quality experience for clients and agent development.

Strengthened company’s business by leading implementation of Tech Team web page which resolved issues quickly for agents, team leaders and managers within our cluster.

Creative resolution of travel issues to reduce lost savings and assure customer satisfaction.

Mentored other team leaders to increase their coaching effectiveness goal scores.

Review monthly client settlements to assure operational cost are correct and approve.

Meeting Planner 01 / 1999 to May / 2002

Carlson Wagonlit Travel – Manchester, CT

Collaborated with sales department and customer service department in soliciting group meeting accounts. Created presentations and delivered to perspective clients.

Researched availability of services and accommodations at various destinations; negotiated with vendors and other suppliers to secure lowest possible group rates for rooms, banquet facilities, air, ground transportation and entertainment.

Consistently saved clients 20% - 40% under budget on all meetings.

Created and compiled pre and post meeting management reports in Excel and Word.

Distributed surveys to select client contacts on meeting success to assure continued improvements for repeat meetings.

Advantage Resolutions Supervisor 03 / 1995 to 01 / 1999

American Airlines – Hartford, CT

Monitored advantage air agent’s records for errors.

Mentored agents with opportunities and retrained.

Handled irate calls bringing the calls to an amicable resolution.

Directed agents on policy and procedure of air records.

Reviewed monthly advantage newsletter for headquarters on accuracy making corrections when needed.

Mentored new employees with side by side monitors and reviewed their records for accuracy.

Formal testing quarterly for job knowledge and accuracy rating of 90% plus.

Education

Presque Isle High School - Presque Isle, Me – High School Diploma General Studies

Johnson & Wales College – Providence, RI – Studied Travel Tourism Management

Hartford Community College – Hartford, CT – Studied General Studies

Awards

Star Achiever Award – 2004, 2005, and 2006 - Global Corporate Services regional recognition for services exceeding internal and/or external customer expectations.

Trendsetter Award – 2006 - Recipient of Top 10% of American Express Global Corporate Services.

Pacesetter Award – 2012, 2013 – Recipient of the Top 5% of American Express Global Corporate Services.

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