Alice Whalen Email & Phone Number

Denver, Colorado, United States

Accomplished Senior Manager with over 20 years of experience leading cross-functional teams and driving operational excellence. Proven track record in implementing strategic initiatives to enhance productivity and profitability. Adept at managing large-scale projects, optimizing processes, and fostering collaborative work environments. Strong analytical and problem-solving skills with a focus on continuous improvement. Extensive experience in mentoring, developing, and leading teams specializing in implementation project management. Skilled in stakeholder management, risk assessment, and Agile methodologies. Seeking to leverage expertise in project management and team leadership to contribute to organizational success.* Mentored and developed a remote team of 10 top-performing implementation consultants for Concur products: Travel, Expense, Invoice, and Service Administration. Consistently achieved perfect customer NPS and Effortless scores (7 out of 7), met quarterly ARR targets for new services, led the team to a 75% utilization rate ensuring customer satisfaction, and maintained a 100% manager trust score for three consecutive years.* Collaborated cross-functionally with Sales, Client Development, Client Support, R&D, Marketing, and Business Development to ensure alignment and drive customer success initiatives and client retention.* Led internal initiatives to enhance employee morale, streamline SMB implementation methodology, revamp process information maintenance, and update the internal wiki. Collaborated on quarterly reviews for coaches, including reporting and project tracking.* Utilized Gainsight, Salesforce, Tableau, Concur Reporting, and Excel to report and manage daily/monthly/quarterly project and customer management.* Mentored and coached team members, resulting in a 25% improvement in employee retention and a more cohesive team environment.

Manage implementations of Concur’s Travel and Expense service for Large and Small Market accounts.* Complete Travel & Expense implementations and site integrations within aggressive timeframes while consistently delivering exceptional levels of work quality with client and travel agency satisfaction.* Primarily work on Concur Travel & Expense Premier projects using the Professional implementation method.* Deliver Travel & Expense training and knowledge transfer to clients for effective use of ConcurTravel & Expense.* Successfully manage multiple/simultaneous implementations by continually motivating clients, ensuring project timelines are met and client and/or travel agency issues are addressed.* Escalate issues to designated team contacts in a timely manner to ensure implementation issues are addressed early.* Quickly ramp-up on new releases and product functionality to ensure successful implementation of these features for clients.* Contribute to special projects as needed to ensure successful service deployments improved internal processes and on-going retention/satisfaction of client base.

Successfully trained and transitioned 85 call center associates to a home based work environment.* Continually exceeded monthly Key Performance Indicators.* Monitor productivity for individual associates and accounts demonstrating weekly, monthly, and annual achievements and areas of improvement.* Acted as business analyst for product gap analysis, enhancement requests, site and operational deficiencies for the Orbitz for Business and Travelport online suite of products.* Project manager for new account implementations.

Directly provided leadership to 65 associates in the Customer Support Department, Group Air, and Technical Escalations Department in which they thrived and achieved award winning recognition.* Increased employee retention rate by focusing on GDS and online site training, team building, and recognition programs.* Reduced average call handle time by providing additional tools and education for customer service associates and fulfillment agents.* Reduced annual expenses by achieving lower customer service payouts.* Implemented Group Assist reporting tool to help manage and track group air travel.* Championed the NICE Systems call monitoring program, RightNow email tracking solution, ASK Agent Solutions Kiosk, and Avaya phone system.* Managed cross functional teams for implementation of new accounts and client migrations to the Travelport online booking systems.* Presentations to potential clients and new accounts regarding service offering, online site demonstrations, and site tours.* Site Administrator for Travelport Classic, Travelport for Business and Orbitz for Business online booking tools.

Operations, Technology, Training, and e-Commerce* Active member of the Rocky Mountain Regions Executive Team* Managed a team of associates who are subject matter experts and provided regional support to all associates relating to the Apollo and Sabre GDS including but not limited to formats and entries, scripting, mid-office quality control (AQUA), company wide standardization for pnr and profiles, and interaction with third party solutions.* Centrally coordinated the testing, implementation, and distribution of new policies and procedures; diagnosing, troubleshooting and resolving problems related to GDS, e-Commerce, technical support, third party software, and telecommunications.* Led the training team in developing new agent and recurrent training material, online and offline agent training, online booking end user training.* Oversaw all new account implementations, agency acquisitions & mergers, company wide standardizations, new product introductions, and office closures.* Managed all of the e-Commerce related functions and duties including product analysis, sales, implementations, training, site administration, maintenance and support, and customer service.* Developed operational and reporting processes to streamline workflow to ensure data integrity and reduce operating costs.* Integrated Operations processes and procedures into an on-line environment leading to touchless ticketing.* Provided ongoing communication regarding product features, benefits and competitive analysis.* Provided reporting on usage and adoption rages.* System administrator for Cliqbook, GetThere, ResX, Orbitz for Business, Travelport Corporate booking engines, and others that no longer exist. Member of the ResX Client Advisory board.* Successfully installed, programmed, and provided training and maintenance of Symposium Call Center, an Automated Call Distribution system. Championed the Meridian voicemail system and Nortel PBX.