Andy Mitchell Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

In my current role I am responsible for the operational management of our Helpdesk's who provide First Level support to our customers (B2B) and Second Level support to our franchise partners, on a varied range of Travelport products, including Smartpoint, Galileo, Apollo and Worldspan, in addition to Global Crisis Management Highlights:- Operational management of 5 Vendor and 15 Internal sites, including APAC, Middle East, Europe & USA- Severity 1 Crisis Management- 25k+ calls per month with low abandonment and high service levels- 10+ Languages supported- Team of 200+ FTE- Consistently high Customer Satisfaction scoresMajor Projects:- Migration from Oracle Right Now to ServiceNow Incident Management system- Migration from Avaya to Pure Cloud Telephony system- Change of outsource partner- Launch of Web Chat globally- Emergency COVID response moving 200+ office staff to a work from home model within days

Sydney, New South Wales, Australia

In this role I was responsible for Travelport's Level 1 Service Delivery from all of our 15+ Internal Help desks and Crisis Management Team. With teams based in Asia, Pacific, Middle East, Africa, Europe and the USA supporting all 3 Travelport platforms in more than 10 languages.

Sydney, New South Wales, Australia

In my previous role of Regional Operations Manager / Global Crisis Manager I was responsible for Service Delivery from our Level 1 Helpdesks and Training teams in Asia Pacific, the teams I am responsible for include: - Travelport In-House Level 1 Helpdesks - APACAustralia, New Zealand, Japan, Singapore, Hong Kong, China, Taiwan, Malaysia, Philippines- Wipro Outsourced Level 1 Helpdesks - China & Philippines - Locomote (Online Booking Tool) Level 1 & 2 Helpdesks - Australia & Philippines- Crisis Escalation Team - Australia, New Zealand, UAE, USA, Philippines, Hong Kong- Training Team - APACAustralia, New Zealand, Japan, Singapore, Hong Kong, Malaysia, PhilippinesKey aspects of my role include:- Supporting a Service Centre strategy which continuously provides optimal service to the customer base. - Ensure the Helpdesks are staffed to operate with high quality, focused, dedicated and professional customer services personnel.- Provide optimal operational support for new and existing products within the Travelport portfolio. - Seek opportunities to continuously improve first contact resolution within established Service Levels.- Ensure the established key performance metrics of the Helpdesks, Training & CET teams are met. - Represent Travelport at the regional Helpdesk governance meetings covering performance metrics, staffing, projects and customer feedback/issues.- Where performance issues arise with Level 1 Helpdesks and Training, ensure they are addressed in a timely manner with the appropriate Helpdesk vendors & Travelport management. - Provide and continuously improve Level 1 Helpdesk support across the region, including the implementation of revenue generating activities and call-avoidance activities which reduce overall cost to serve.- Ensure effective business continuity plans are in place for internal helpdesk and training teams and vendors alike. Make operational decisions where necessary to minimise business risk

Sydney, New South Wales, Australia

- Strong Focus on improving Customer Experience - Increased Customer Satisfaction scores by 40%- Handle Time reduction of 39%- Abandonment reduction of 51%- Manage support team of 70 staff located in 11 Locations throughout Asia Pacific - Level one support for Travelport Products including Galileo, Apollo & Worldspan- Level two support for Travelport Distributors in APAC, Middle East/Africa & Europe - Level three support for our partner GDS in Japan- Global Crisis Management during APAC Timezone- Operational Management of our Third Party Vendor in the Philippines & China- Prioritisation and Escalation of Incidents - Member of the Travelport Support Modernisation Project Leadership Team - Evaluation of Incident Management tools, member of the RFP committee - Define requirements of new systems - Transition of Incident Management Application- Implement WebChat to all Helpdesks globally- Outsourcing and Insourcing various aspects of support

Sydney, New South Wales, Australia

• Responsible for operational efficiency within Global Services – product support, systems, and solutions• Document workflows and results of business analysis and obtain sign off from business partners on the specifications in line with customer engagement processes. • Provide business and functional support to the Global Services team, identifying trends and analysis with existing Business operations, to enhance Support • Project Lead for Out Sourcing of 24 x 7 Operations team to Romania including on site floor walking and Training with the Helpdesk. • Project Lead for Support Workflow on the Axess GDS Project including bi monthly onsite customer visits to Japan

Sydney, New South Wales, Australia

• Manage a team of Second Level Technical Analysts Supporting Galileo, Apollo, Worldspan and United Airlines Helpdesks• Responsible for Travelport Crisis Management in APAC Time Zone, including internal and external communication/advisories. Managing Stakeholder expectations in region.• Day to Day Management of a remote team with staff in Sydney, Melbourne, Adelaide, Singapore, Delhi, Kansas City, Austin and Denver

Sydney, New South Wales, Australia

• Provide Level 2 Fares and ADM Support to our APAC helpdesks for Galileo and Apollo• World closely with Global Fares and Product Teams to deliver support to region• Provide fare filing advice and solutions to Airlines and Travel Agents• Fares System support for Travelport Agency Private Fares and GDS Fares

Sydney, New South Wales, Australia

Provide Level 1 Technical support to Pacific based subscribers on Galileo connectivity and products, including Ticketing, Pricing etc.

Sydney, New South Wales, Australia

• Project Manage the setup of the HWT in-house Ticket Centre • Create and manage a team of 20 fare loading staff in India• Manage a team of programmers to design in-house fares search database and an automated ticket system for the HWT network

Sydney, New South Wales, Australia

• Manage the rollout of Websites for each Harvey World Travel store nationwide• Conduct e-commerce training in every state and New Zealand• Technical support and maintenance of the Automated Ticketing Robot

Melbourne, Victoria, Australia

• Operational Management of 15 staff members• Provide sales support and coaching for the team to ensure they reach targets• Data Analysis and reporting for Citibank and Harvey World Travel

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia