I manage a very diverse team of senior individuals accountable for account management, service management, training and service implementation for our B2B solution. This large team is responsible for ensuring that our customers are receiving the best possible customer care and services. I have ownership over a wider PNL, encompassing account and service management whilst revamping the KPIs for these functions. In addition to my duties in the previous role, I have been tasked with spreading the success in these other teams whilst continuously contributing to the overall corporate strategy of the company with the bigger footprint.One of the key successes since I took over the role has been contract management; working to ratify them, ensuring that they are all legally compliant, creating databases for the day-to-day management of them.

In my current role as Head of Program Development at Traveldoo, (an Expedia Group company) I manage a team based around the globe responsible for the successful deployment of Traveldoo’s SaaS travel and expense B2B solution to major customers. I took pleasure in creating the team and the service from scratch, developing new implementation processes for the successful onboarding of new clients and improving the efficiency of existing ways of work resulting in increased profitability. I set up and deployed KPIs, managed communications and reporting, and implemented an upselling model for the team. As part of my work I actively engage in the presale process, for major customers, providing advice and contributing to closing deals. I champion my customers’ interests across the business, proposing improvements to functionality and user experience to help my customers better achieve their goals and increase their satisfaction. I lead and participate in technical projets to improve both our product and our working processes. I am responsible for my team’s P&L and have fostered a close relationship with the account management and finance teams to ensure appropriate billing, forecasting and reporting. I contribute actively to the life of the company, notably my organising internal events designed to improve wellbeing. I report to the Chief Operating Officer and am a member of the Senior Management Team with an input on overall corporate strategy.

Scope: Responsible for the management and delivery for medium to large national, regional and global projects with consulting services pre or post project, or as a standalone serviceCollaboration: In addition to working with team resources, ownership of the project roadmap by working and liaising on a daily basis with IT, Product, Sales, Account Management and the different Development teams to ensure an effective successful project lifecycleProjects: Owning and configuring the key project stages; pre-kickoff, conception, production, user acceptance testing, delivery and post production duties. Managing all project streams with internal and external stakeholders with all appropriate governance, managing internal project team resources per owned projectAdditional: Reading and writing XSL sheets, producing training documentation, internal and external team process audit, change management and implementationParticipation: Being an active member of the company by organising team building activities, suggesting and organising marketing events and generally being available to promote the different teams, the organisation or the group as a whole

Growth - managed and grew partner network from 50>150 Implementation - added all operational process to new team, participated in CRM implementation, project management tool Projects - owned technical projects involving all partner types and providing the link between several different types of partners and internal teams, project managing internal development needs for technical partner collaboration with product and operational teams in order integrate partner technology Support - managed the 1st line technical support for all partners Sales cycle - actively participated in the cycle to use partners to leverage value proposition and enabling incremental growth from partners Process - developed several processes including escalation, partner support, intra-team handovers, all Salesforce processes for the team, reporting Marketing - organised and participated in events with the relevant keynotes

Scope - responsible for all projects for a global business unit (6M€ & 120 people) & delivery of the end-to-end operational execution. SME of the BU Collaboration - owning the roadmap and liaising with R&D to ensure appropriate priority is given, liaising with regional directors to plan training & implementation Process - produced all documentation and conducted all training for rollouts Communication - regular updates to all stakeholders including C-level Projects - conception, build and implementation included an information system, UX, user operating console, financial reporting with Business Objects

Scope - responsible for best practice for a regional business unit (4M€ & 80 people) by leading, coaching and mentoring the team QC - regular auditing to qualify relevancy of processes and data analysis for quality management of the team for regular presentations to C-level Product Management - complete ownership of Adobe Connect from the product lifecycle to the financial management and internal training/rollout Project & Consulting - managed large investor relations projects globally and provided consulting services to clients as the SME of the BU and its services

Project management, following the project from start to finish, workload management, service delivery management (to a high level).Reporting & analysis on all activities within a wider Customer Operations department, data management, data analysis, innovation, process management & implementation, training development & delivery, change management.Customer surveys, customer visits & meetings.

Heading up the Customer Operations department for the UK subsidiary. Managing 3 teams with Team Leaders, in charge of Events, Live Assistance and Sales Administration consisting of over 20 people. Liaising with other departmental managers within the EMEA region to ensure harmony and working directly under the EMEA Customer Operations Manager. This role required manager responsive to customer needs with the ability to identify and implement new and innovative ways to improve the service excellence - whilst managing internal challenges from a diverse sales team.

Team Management, workload management (several different inter-departmental inboxes), team & activity forcasting.Reporting, analysis, KPI management & presentation monthly across the company, database management and migration to and from different in-house build products, recruitment, project associate, attending and presenting management meetings.

A team member role, in a fast paced environment for one of the industry leaders in communication as a whole. My varied duties included: - Manage audio conference call bookings- Resolving customer complaints- Providing proactive assistance and support to customers, colleagues and the management meetings- Head up internal team meetings and coordinate information from the management team to the other team members- Training and coaching new team members – getting them up to speed on the fundamental aspects of the role- Monitoring the quality within the team, recommending improvement plans to the manager and presenting quality reviews to the management team