Global Customer Management
Resume:
P E R S O N A L S T A T E M E N T
Innovative, passionate and entrepreneurial executive leader with a proven track record of success, committed to driving growth and performance. Accomplished at building, enhancing and managing $100M - $500M global business travel programs with global Fortune 100/500 companies. Adept in building and strengthening relationships within multi-tiered organizations, C-level executives, stakeholders and suppliers across complex matrix structures. Skilled at attracting, recruiting and mentoring top talent into high performing teams. Excellent communicator that leverages a consultative and challenger- mindset to bring disruptive ideas to question the status quo. Investigates creative opportunities to drive improvements with technical and service solutions. Leverages an outside-in viewpoint to ensure solutions are aligned with a customer focus. Brian S. Hendrickson
G l o b a l B u s i n e s s T r a v e l L e a d e r Managing Partner
NuPath Strategies, Glendale, CA
November2020-current
Co-founder and majority owner of a new global business travel consultancy firm specializing in program optimization & sourcing incorporating Six Sigma rigor. Created, constructed and executed on initial concept to disrupt the consulting space and travel industry as a whole with positive feedback.
• Manage all aspects of day-to-day activities including sales & marketing, finance, customer & supplier relationship management, product design and legal & compliance
• Developed and effectively deployed start-up marketing strategy
• Build and maintain company website with high engagement: nearly 700 users, 1000 sessions and over 5000 page views since start-up Launched a new business & brand in less than 90 days from concept. Vice President, Global
Customer Group
CWT, Glendale, CA
December 2017 – October 2020
Principal strategist and global owner of the company’s enterprise Life Science, Bio Tech, Pharma and Tech Fortune 100/500 organizations. Driver of strategy, planning, success metrics and value proposition influencing long-term strategic and tactical implementation that accelerate growth. Identify strategic expansion opportunities at scale using data- driven analytical insight, working collaboratively with cross-functional teams, internal stakeholders & external partners, being the customers’ trusted advisory and senior point of escalation. Elevated the client and user experience to bolster continuous improvement, customer experience and success throughout the customer lifecycle. C O N T A C T
adlj4w@r.postjobfree.com
343 Pioneer Drive, Unit 102
Glendale, CA
91203
S O C I A L
brianshendrickson
W O R K E X P E R I E N C E
Strategic Business Planning &
Analytics
Creative Problem Solver
Process Improvement
P&L Accountability
Interpersonal & Communication
Skills
Sound Business Judgement
Product & Services
Implementation
Coaching & Mentoring
Stakeholder Engagement
Business Continuity Planning
Meeting Planning & Facilitation
Change Management
Call Center Operations &
Management
Negotiation Skills
Contract Management
Employee Engagement
C O R E
C O M P E T E N C I E S
W O R K E X P E R I E N C E ( c o n t i n u e d )
KEY ACHIEVEMENTS:
In 2019 as Vice President, my new
$400M global customer was
experiencing significant service issues
after program consolidation. The key
painpoints were timeliness, counselor
knowledge, and accuracy of
reservations. I partnered with our
internal operations team and led the
stabilization plan, including intenal &
external customer site visits in APAC
& EMEA. The project focused on
identifying the root cause and
implement corrective action. The key
root cause items identified were:
travel counselor training, overly
complex processes, and user
education. Within 90 days, the
customer realized significant service
improvements and I received
recognition from my CEO and CCO.
In 2017 as Global Client Director,
Amgen was aspiring to be the
benchmark of travel services in the
BioTech/Pharma industry. As an
outsourced travel manager, I
consolidated 86% of spend into a
24/7 dedicated global servicing
environment and standard platform
over a six month period. In tandem,
I switched to a standard global
pricing model, where all users paid
the same fee. As a result, the project
increased traveler satisfaction and
reduced costs by $1M annually.
In 2014 as Operations Director, I hit
the “superfecta” of accomplishments
and was the only site to reach this
level. I achieved a 5 out of 5 score
for an Operational Excellence audit,
under budget on both cost and FTE,
improved employee engagement
scores, increased profitability by $2M
and moved a company location full of
tenured employees that was in place
for nearly 25 years.
• Leader of $1B global spend portfolio across 90+ countries
• Developed and executed customer retention strategies to achieve 96% YOY customer retention
• Directly developed and managed operational stabilization plan for $400M newly consolidated global customer resulting in significant program improvement
• Integrated leading innovative technologies such as mobile, fare tracking, etc. into customer programs with improved savings and traveler satisfaction
• Negotiated key terms in new and existing contracts & SOWs
• Managed all aspects of escalations engaging the appropriate stakeholders up to C-level
• Developed and executed annual employee goals and performance managed to drive client satisfaction, retention, and improved revenue.
• Responsible for 9 direct and 26 indirect reports During 2019, my portfolio grew from $600M to nearly $1B in total travel spend while retaining 100% of my customer base.
.
Global Client Director
CWT, Glendale, CA
Jun. 2015 – Dec. 2017
& May 2008 – May 2013
Leader of an outsourced travel management team with $150M annual spend, including full operations management on-site at the customer’s headquarters. Performance managed and developed a high performing team of 9 direct reports.
• Developed and deployed global strategic business plans and reviews through customer partnership
• Built and maintained key stakeholder relationships across the enterprise
• Implemented a new multi-faceted global user communication & engagement plan
• Identified and deployed cost savings initiatives to reduce spend 3-5% YOY
• Ensured timely project management and implementation deadlines were achieved
• Managed and improved key strategic relationships with air, rental car, and hotel suppliers
In collaboration with Amgen, I set the performance benchmark for other accounts to achieve within CWT and amongst other Bio Tech/Pharma customers. Operations Director
CWT, Phoenix, AZ
May 2013 – June 2015
Led one of the largest and most strategic multi-customer service centers with over $1B in annual air volume. I successfully managed 6 direct and more than 200 indirect reports with a customer base of national, multi-national, and global scope, including the company’s second largest global customer.
• Developed and executed ongoing strategic KPIs and SLAs
• Achieved YOY employee engagement score improvement through a challenging physical office move
• Implemented twice daily “huddle” calls to streamline communications resulting in significant SLA and site performance improvements
• Deployed technology and counselor process improvements to increase efficiencies and reduce costs
In 2014, I exceeded my budgetary targets and increased profitability of my site by $2M E D U C A T I O N & C E R T I F I C A T E S
R E F E R E N C E S
Craig Banikowski
Travel Manager
Reef Technology
adlj4w@r.postjobfree.com
Continuing Education
Glendale Community College, Glendale CA
2020- present
Six Sigma Greenbelt
CWT, Downers Grove, IL
2003-2004
Travel School
College of DuPage, Glen Ellyn, IL
1993-1995
Deborah Harris
Client Director
CWT
adlj4w@r.postjobfree.com
P R O F E S S I O N A L D E V E L O P M E N T
• Coaching High Potentials – Ram Charan
• Developing Executive Presence – John Ullmen
• Executive Leadership – John Ullmen
• Becoming an Industry Thought Leader – Sara Canaday
• Solutions Based Selling – Miller Heiman Group
• Solutions Based Coaching – Miller Heiman Group
Manager, Operations
CWT, Downers Grove, IL
Nov 2003 – May 2009
Meeting Planner
United Airlines, Arlington Heights, IL
Nov 2001 – Nov 2003
Operations Supervisor
Rosenbluth Intl, Kenilworth, NJ
Jan 1999 – Nov 2001
Operations Supervisor
CWT, Rolling Meadows, IL
Nov 1996 – Dec 1998
Operations Team Leader
MTI Vacations, Oak Brook, IL
Mar 1995 – Oct 1996
Remittance Processor
AT&T, Lisle, IL
Aug 1993 – Feb 1995
Paul Quirk
Director, Global Sales
Caspio
adlj4w@r.postjobfree.com
A D D I T I O N A L P R O F E S S I O N A L E X P E R I E N C E P R O F E S S I O N A L
M E M B E R S H I P S
• Global Business Travel Association
(GBTA)
• Los Angeles LGBTQ Chamber of
Commerce
• National LGBTQ Chamber of
Commerce
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