Operations Manager Back Office

KAREN JOY DAVIS

**** ******** ***. *** *******, CA 91606 * **********@*****.*** * 818-***-****

SKILLS & QUALIFICATIONS

● Experience in booking reservations via Apollo and Sabre GDS.

● Solid knowledge and experience of travel industry policies and procedures. Well versed in working closely with operational and account managers

● Highly proficient in Decision reporting source, MAX back office, Concur and Get There booking tools

● Leads by example, coaches for success and accepts accountability for bottom line results EXPERIENCE

DragonSlayer Travel - Travel Concierge 2019 - 2020 Innovative luxury travel app featuring live travel agents and a library of thousands of inspirational, customizable travel itineraries.

● Coordinated logistics for leisure travel including ticketing air, reserving hotels and ground transfers, and organizing bespoke touring

● Provided on-demand concierge services such as reserving theater tickets, arranging restaurant/club reservations and procuring gifts

Access Bookings - Manager 2016 - 2019

TMC that specialized in entertainment and media travel arrangements. Opened and managed their first US office, located on The Lot studios. Account portfolio included BBC, BBWW, over 200 independent film companies based in the UK and US

● Worked with net, ITX and CAT 35 fares

● Created supplier relationships including airlines, hotels, rental car and car service companies

● Managed workflow and calendar management of vendor visits

● Coordinated all travel needs along with extraordinary requests Carlson Wagonlit - Operations Manager 2014 - 2016

TMC that specialized in corporate and entertainment accounts. Account portfolio included TPG, Oracle, CAA, Gensler and MGM

● Oversaw up to 15 employees on multiple accounts and worked closely with all travel managers on their successes

● Supervised the daily performance of all direct reports, ensuring high levels of quality (SLA), productivity, customer service, and the meeting or exceeding of contractual obligations

● Responsible for approving timesheets and floater requests BCD Travel - Operations Manager 2012 - 2014

Onsite location at Paramount Studios that specialized in film productions, publicity and corporate travel

● Managed a team of seven on site at studios

● Worked with account managers and directors to manage customer relationships and deliver on contractual obligations

● Loaded air contracts and tested them for efficiency

● Handled reconciliations on charges for all travel services BCD Travel - Operations Supervisor 2006 - 2012

Reservation center account portfolio included New Line Cinema, Warner Bros, Warner Music, CBS, Dole, ICANN, KornFerry, Universities of California, Dreamworks, Monster Cable, Plantronics, Dr. Phil and EMI

● Worked on multiple accounts supporting 24 agents

● Monitored SLA’s by encouraging training and conducting agent one on one’s

● Managed debit memos and back office errors

BCD Travel - VIP Travel Consultant 1999 - 2006

Worked the VIP desk of special services for Universal Music Group

● Booked air, hotels, rental cars, car services and airport greeters for VIP’s, Presidents, artists and their entourages. On call 24/7 SENIOR TRAVEL CONSULTANT EXPERIENCE 1994 - 1999

Employers included Nestle, Uniglobe, Transient, Jet Propulsion Laboratory and Montrose Travel (Leisure division)

● Arranged all domestic and international travel including air, hotels, rental cars and airport transfers

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