Amy Bell Email & Phone Number

Newton, Massachusetts, United States

This position is responsible for leading and managing IT projects, developing strategic plans, andsupervising a team of Business Analysts, with the primary focus on the Guest Management System (GMS). This position requires close collaboration with cross-functional teams, ensuring IT initiatives align with business objectives and are delivered on time, within budget, and within scope. Key responsibilities include project management, resource allocation, risk management, process improvement, and stakeholder management. This position requires a candidate that possesses strong technical, leadership, communication, and problem-solving skills, as well as relevant industry experience and qualifications.

Newton, Ma

This position manages projects of varying scope for Odysseys Unlimited with the primary focus on the Guest Management System.• Plan and implement projects, help define project scope, goals, resources and deliverables• Support and direct team, monitor and report on project progress• Lead quality control for each project managing testing processes and testers• Present reports on progress as well as problems and solutions

Newton, Ma

• Manage various aspects of guest–impacting projects and process improvements with primary focus on the Guest Management System• Interact with software vendors and project team on system related enhancements and assist departments with process changes focusing on guest communications and overall service experience• Coordinate and participate in system testing and quality assurance reviews to ensure all business requirements have been met• Serve as the key liaison between departments/IT and software vendors to proactively clarify and prioritize business needs and translate to functional system requirements• Work to prioritize future phases of the Guest Management System• Support Guest Services department as back-up Manager and training resource

San Diego, California

Newton, Ma

• Oversee the management of a department staffed by 5 Guest Communication Coordinators, hiring, training, and mentoring them to provide timely and effective customer communications in response to guest letters, emails, telephone calls, and internet requests while complying with company service levels, standards, and policies•Working with outside vendor as part of a project team to develop Enterprise System supporting all aspects of the business, information flows, data analysis and reporting•Managed transition to new international travel visa provider including research and contract negotiation; maintains relationship with visa provider and serves as company liaison•Department responds to 100+ emails per day guaranteeing 24 hour response rate while maintaining accuracy and quality•Serve as back up to Manager, Customer Service to oversee call center when additional support is needed•Respond to on-tour crises, troubleshooting problems related to illness, death, political unrest, and national disasters•Collect information related to departmental work volume, service quality, and trends; reporting on an analysis of the data for senior management

Newton, Ma

• Supervise a staff of 3 Guest Communications Coordinators who are committed to to delivering the highest level of customer service primarily through written correspondence.• Provide professional responses for guest letters, Tour Member Evaluations, e-mails and telephone calls within specified service levels, standards, and policies.• Manage all visa and passport processes, forms, letters, data collection, training, and partnership with visa provider.• Report on department sales and service trends.

Newton, Ma

• Deliver superior customer service through written and verbal communications in a professional, knowledgeable and timely manner.• Process individual travel services/special requests and distribute travel agent commission.• Research and create written pre-departure guest communications for tour changes, visa updates, etc.• Update and maintain reservation and customer information in accordance with company guidelines..

Newton, Ma

• Provide professional assistance for incoming customer telephone calls for sales and service.• Maintain the highest degree of telephone etiquette on all calls taken.• Update and maintain reservation information in accordance with company guidelines.• Provide assistance in preparing departmental reports and other documentation.

Danvers, Ma

• Managed daily operational activities and scheduling of Medical Director.• Facilitate patient re-certification process.• Executed payroll procedures as liaison for billing support of all palliative care activities.• Maintained electronic billing and medical records.• Coded and tracked patient visits.• Triaged all intake telephone calls.• Created and managed monthly reports for data analysis.• Verified and authorized insurance coverage.• Assumed first point of contact for all patient referrals.