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.

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.
• 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

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.