► Director of Operational Teams implementing, servicing, and growing global travel programs for enterprise customers.► Review operational performance against OKRs, identifying areas for improved efficiency, productivity, and automation.► Implementation of coaching initiatives and strategy to develop leaders and future leaders, driving growth and, revenue.► Operational liaison to the customer, ensuring their needs are being regularly assessed and anticipated or met.

National Leader for Corporate Travel Brands USA, administering 30 travel management teams across two brands, ensuring operational success and customer satisfaction for 1,900 customers. Through my executive team of Directors across Operations, Customer Success, Technology, and Product, led the post COVID recovery strategy, with key focusses on revenue generation, customer satisfaction, and client and employee retention.Key Deliverables:► Increased turnover by 61.1% to $609.5M and profit by 165.3% to $14.1M in FY 2022/23 by increasing income per transaction through automation of agent tasks and streamlining workflow processes; growing headcount; and aligning commercialized customer offerings with a preferred product strategy.► Growth of global, marquee accounts, through identification and implementation of portfolio strategy and goals.► Boosted customer retention from 80% to 95% by aligning client needs with customized service offerings.► Enhanced online adoption from 25% to 40% by launching a proprietary, digital platform, with proactive care via live chat.► Restructure of leadership teams to ensure employee development, drive a customer centric focus within operations, and increase customer satisfaction and retention.► Introduced two live chat teams within online booking tool, achieving a Tool NPS of 52 and Chat CSAT of 97.7%.► Orchestrated the seamless transition and rebranding process of Sports and Entertainment Brand (Stage & Screen) into SME Brand (Corporate Traveler), consolidating global client offering from two corporate brands to one.► Implemented three annual wage restructures, reducing attrition, and attracting new talent: $4M saving to the national P&L.

In my capacity as a leader within this role, I directed operations for 12 travel management teams spanning New York, Philadelphia, Washington D.C., and New Jersey. My focus on fostering collaboration among operations, sales, client relationship management, and support teams proved instrumental in amplifying efficiency, driving growth, and enhancing profitability.I actively participated in the National SWOT team, contributing to the influence on strategic decisions and the implementation of innovative systems and initiatives, particularly within the Online Booking Tool sector. Through these efforts, I played a key role in elevating the overall operational effectiveness and strategic positioning of the travel management teams under my purview.My achievements in the role include:► Boosted the area's Total Transaction Value (TTV) by $50M and profit by $1.8M within a year.► Increased TTV from $120M to $170M - a growth of 41%.► Oversaw generation of a revenue of $170M, yielding a profit of $5.8M.► Elevated profit from $4M to $5.8M, marking an improvement of 45%.► Engaged in contract management to meet all corporate quality and service standards.

• 13 years’ experience in a business to business sales environment, including the running of a profitable P&L, people management and development, and growing revenue through effective customer relations, marketing, and product training.• Manage and develop key customer relationships by offering a personal service, including 24-hour assistance, management reporting, and regular review meetings.• Team Leader of 6 account managers, specializing in corporate domestic and international travel for US nonprofit and government organizations. Produced two Top Novice consultants.• Managing the largest corporate account in Corporate Traveler USA (at time of implementation), with an annual spend of $6M per annum.• Leading a $15M per annum revenue business FY2017-18 and tracking for a revenue of $15M for FY2018-19.• Winner of Corporate Traveler US’s Novice Consultant award, securing placement at Flight Centre Travel Group’s Global Ball (10th attendance at Global Ball overall).

• Collaborated with the Flight Centre First & Business Brand Leader to drive strategic development and implement profitable growth targets for Flight Centre Travel Group’s luxury brand.• Increased sales turnover by £1M within 12 months, as a result of investment in localized marketing, growth of staff numbers, and endorsing business ownership for Team Leaders. • Grew brand from 15 sales teams to 20 sales teams within 12 months, through a recruitment drive and by incentivizing the split of existing teams to encourage promotion from within.• Introduced a Leadership Development Programme, focused on business development management and client relationship management, to maintain revenue in the leisure marketplace as well as initiate growth in the SME marketplace. • Exceeded personal targets by securing accolade of 3rd most profitable salesperson in the UK, out of a total of 561 participants.• Also awarded 11th salesperson worldwide accolade, out of a total of 2,200 participants across the UK, the USA, the UAE, Asia, South Africa, Australia, and New Zealand.• Attended Flight Centre Travel Group’s coveted Global Ball, held annually at different locations worldwide, 8 years in a row by surpassing both personal and business level profit targets.

• Managed 3 separate Flight Centre businesses, developing a total of 12 salespersons.• Led a £3M revenue per annum business.• Sales Manager of 9th most profitable business within the UK band of the company.• Winner of Flight Centre Travel Group’s Top Novice Business Worldwide Award for a second time, securing team-wide placement at Flight Centre Travel Group’s Global Ball.• Developed 3 members of my team into Team Leaders of their own successful Flight Centre businesses.• Increased personal revenue from £1M to £1.5M per annum by initiating a strict SLA with high profile clients, including luxury retailers and wholesalers.

• Day to day management of a £1.5M annual revenue portfolio of clients, ranging from financial institutions to the media industry.• Assisted the Sales Manager in achieving sales and business goals, including day to day running of a profitable business, hitting monthly and annual team profit targets, and increasing team turnover by building up the team’s client portfolio size.• Winner of Flight Centre Travel Group’s Top Novice Business Worldwide Award, securing team-wide placement at Flight Centre Travel Group’s Global Ball.• Worked in partnership with Flight Centre Business Travel BDMs and CRMs, and became proficient in the use of Salesforce, in lead generation activity to win new business whilst liaising with existing clients to resolve queries and meet targets established within our SLA.

• For a UK based Software House - dbs Financial Systems Limited – marketed software solutions to City of London financial institutions seeking to comply with impending regulatory demands from the FSA regarding Basel II Operational Risk.• Lead generation, sales, and marketing activity (including the organising of promotional events and seminars), resulted in the eventual buy out of the company by a large American financial corporation.• For an Italian client - Aitec s.r.l., Milan - market development activity liaising with local manufacturers seeking export markets in Italy, including representation at Futuralia 2001, the international forum for SMEs looking to develop commercial/strategic alliances.• For a London based consultancy and software developer – Wodehouse Consulting Limited - product development, installation and testing for a large city based venture capital client, with first level support prioritised to senior management.