Reservations Data StrategyManaged $2M business initiative to collect, centralize, and augment reservation agent and specialist data on single platform to drive more efficient operations. Identified and sourced Reservations and Customer Care data into an enterprise data warehouse from 40+ Reservations systems residing in multiple locations. OAP (Operational Analysis & Performance) AnalyticsManaged the scoping, funding procurement, development and implementation of key use cases identified by business leadership teams to drive improvement in operational performance. Led the effort with business and IT leadership from 2 operations and customer portfolios to set scope and secure funding for use cases. Completed MVP implementations via Agile/Scrum. Ticketing Technology Project ManagementManaged and implemented multiple large capital funded initiatives to drive improvement in ticketing technology and business processes. Transitioned ticket reissues to new pricing engine to enable ticket reissues on self-service channels, reducing reservation agent and back office support. Resolved ticketing technology gaps and limitations in Delta's self-service an agent facing applications that prevented quick and easy resolution to customer's basic needs. Joint Venture Direct Sales & Services (DSS) Call CenterLed effort with project stakeholders to define program scope, provided project organization and procured funding working with Reservations business / IT teams from Delta and Air France. Implemented Reservations technology to support Delta / Air France join venture, enabling Delta Reservations agents to service Air France customers in North America and Air France to service Delta customers in Europe. Delta / Northwest Loyalty Program IntegrationManaged integration of Delta and Northwest loyalty programs into a single Loyalty program as part of a program management team. Partnered with business and IT stakeholders from Delta and Northwest.

Middleware FrameworksManaged application security framework development efforts, including renewal of Delta Technology's enterprise authentication service. Collaborated with Delta business units, Human Resources, Delta Affiliates, application teams, internal matrix teams, and IBM to deliver phased technology solutions. Additional Roles:Senior Project Coordinator / Project Coordinator

Business Technologist - Technical Operations DivisionProject Coordinator / Systems Analyst - Information Systems ManagementProduction Control Planning & Scheduling - Technical Operations Division