Professional writer specializing in travel and business. Work appears on several websites including USAToday.com and eHow.com/business and finance. Familiar with AP style.

Managed business relationship onsite with vendor in Delhi, India for customer problem resolution contact and call center. Monthly coordinated 24,000 email/letter and 40,000 call (voice) responses to customers worldwide. Analyzed key performance indicators and standard operating procedures to exceed quality and production parameters. Oversaw message development emphasizing empathy and resolution based on customer experience, and all training development and delivery. Managed contract.•… Show more Managed business relationship onsite with vendor in Delhi, India for customer problem resolution contact and call center. Monthly coordinated 24,000 email/letter and 40,000 call (voice) responses to customers worldwide. Analyzed key performance indicators and standard operating procedures to exceed quality and production parameters. Oversaw message development emphasizing empathy and resolution based on customer experience, and all training development and delivery. Managed contract.• Using six sigma principles, coordinated, developed and implemented two pilot programs with headquarters and vendor teams to improve customer responses. Resulted in customer oriented “customized” rather than “boiler plate” responses. Enthusiastic endorsement of agents. Customer survey results showed satisfied customers rose from 70% to 93%. Team won 2008 Global Six Sigma Business Improvement award. • Directed mentor program to assist vendor agents and identify training needs. Show less

Transition team member to add an off-shore vendor to the Customer Relations department. Designed and delivered training to over 200 agents designed to offer excellent customer service to our customers who called or contacted United via letter or email. Developed an elite training program and specialized group to handle top customers. Lived on-site in India.• Successfully expanded role of vendor by absorbing London office to Delhi location.• Developed and delivered interactive voice… Show more Transition team member to add an off-shore vendor to the Customer Relations department. Designed and delivered training to over 200 agents designed to offer excellent customer service to our customers who called or contacted United via letter or email. Developed an elite training program and specialized group to handle top customers. Lived on-site in India.• Successfully expanded role of vendor by absorbing London office to Delhi location.• Developed and delivered interactive voice training and correspondence empathy training to improve agent ability to “feel” and respond to customer emotions. • Directed mentor program to assist vendor agents and identify training needs.• Prepared and successfully delivered first deployment of elite customer training modules to vendor staff.• Launched Global Services (elite customer) contact center.• Achieved intent to re-purchase targets through proactive communication/problem solving. Show less

Responsible for the merger plan to integrate United and US Airways international sales and reservations offices into one. Focus was integration of worldwide GSA sales network worth over $500 million in annual revenue. Led cross-functional team of sales, reservations, telecommunication, marketing, corporate communications, customer service and accounting disciplines to ensure readiness on Day One of the merger.

Management responsibilities included sales planning for transatlantic services for world-wide point-of-sale. Responsible for $2 billion revenue plan. Coordinated channel distribution planning in collaboration with field sales managers, pricing, inventory management, scheduling and marketing. Primary liaison with Star Alliance sales.