Providing consultative leadership and direction in support of the desktop and reservation system transition of Apollo and Worldspan travel agencies to the new TP+ platform in the US and Canada.

During this time, Travelport was focused on implementing a customer solution change by consolidating three reservation systems into one. I provided program and portfolio leadership in defining the implementation strategy for this globally impactive plan that affects all customers in the US, Canada and Mexico and many customers in 60+ European, Middle East and APAC countries.🔹 Defined an implementation roadmap for customer transitions to a new reservation platform that will drive $100m+ in Sales, Service and Technology cost savings over 4 years. 🔹 Compiled the customer service financial requirements for the approved business case that will drive the customer implementation plan.🔹 Coordinated multiple customer actions required globally in support of network upgrades to achieve PCI compliance without disrupting customer revenue workflows on schedule. 🔹 Created and delivered the implementation roadmap for Help Desk contact management transition from Oracle Right Now to Service Now.

Delivered multiple solutions to improve customer contact resolution involving workflow improvements, overall incident reduction and automation.🔹Created and delivered the implementation roadmap for Help Desk contact management technology transition from Oracle Right Now to Service Now. 🔹Implemented a channel shift program that moved customer contacts to self-service realizing a 15% shift volumes within the first few weeks. 🔹 Improved customer order handling time by 70% which translated to providing customers with revenue generating products 10 days earlier than the previous process. 🔹 Introduced ITIL methodology to support the transition from tactical reactionary support solutions to product performance based service opportunities. 🔹 Received a Technology Recognition Aware in 2017 from Oracle for excellence in driving customer experience improvements using their Service Cloud solutions.

Responsible for increasing visibility within Product Management on Product Performance both during the roll-out process and when customers use new software or solutions.🔹 Achieved $3m+ savings while improving service delivery through process improvements and automation.🔹 CEO assignment to lead an initiative to drive the global upgrade of the customer Point of Sale products.🔹 Introduced an automated software deployment solution and customer utilization dashboard that improved customer experience and empowered the business to understand distribution and usage of new solutions.

🔹 Led the Customer service Operations in partnership with Sales, Technology, Marketing and Shared Services to deliver a Service Integration Plan achieving $23m+ savings on operating expense in year one.

New owner's focus was on consolidating operations to reduce expense while improving customer experience. 🔹 Successfully outsourced manually filed fares and rules business process achieving $2m in annualized savings.🔹 Provided project management to ensure appropriate resource allocation and training needs were met at the new offshore location while maintaining quality and minimizing service disruption during the transition.🔹 Project managed the outsourcing of customer contact center services for Orbitz.com, CheapTickets.com and the Apollo travel reservation system; significantly reducing operational running costs for all three programs.

Galileo was established in Europe as a joint venture between 10 European airlines to create a single reservation systems for travel agents.🔹 Directed the Project Management team that delivered 500+ customer implementations in 23 countries including the delivery of 23 new Help Desk and Sales operations in 12 months enabling $13m in new revenue.🔹 Transitioned airline and travel agency reservation sales and service from Pan Am to Galileo in six Latin American countries. Included Help Desk implementation, Sales training and customer conversion to Galileo. 🔹 Initiated and delivered due diligence to streamline dispersed help desks through outsourcing and IVR technology, evaluating current financial and service level benchmarks, and delivered a recommendation identifying the most appropriate circumstances for moving forward with consolidating and outsourcing this service. 🔹 Negotiated the contract and implemented outsourcing for Technical Field Services in 6 European countries maintaining ongoing contract management in alignment with business growth.🔹 Completed integration diligence for the acquisition of multiple local sales and service operations companies across Europe and successfully implemented all of them realizing multi-million dollar savings in running costs.