Responsible for leading implementations of TRIPBAM solution across all clients to ensure delivery of optimal service, improvement of client satisfaction and consistent achievement of quality standards.  Analyze and implement comprehensive standardized processes to implement and support global customers.  Implement centralized, online collaboration board with workflow integration components serving as both a visual and functional tool in the implementation process, which also allows for simultaneous updates and real-time project status.  Create implementation project plans; provided issue tracking, resolution and escalation of critical issues. Manage and maintain relationships with third party integrators. Act as main interface to the customer while coordinating all internal and external project related activities relevant to the solution implementation.  Develop strong relationships with all key stakeholders and constituents, displaying ability to influence and negotiate as required to ensure forward progress of implementation while meeting client expectations. Conduct regular project status meetings and conference calls with stakeholders to monitor the progress of projects.  Establish standard support processes, including a centralized online solution, to ensure consistent coverage of client requests. Develop and implement standardized communication processes, ensuring clients receive timely, professional notifications.

- Responsible for execution and plan for software product solution in order to achieve or exceed strategic goals for market share, top-line, and profit growth- Provide guidance and mentoring to the team by defining Software Development Best Practices including, design architecture, coding standards, conducting code reviews, and overseeing all development plans. - Consistently analyze portfolio plans to align forecasting and measurement of progress towards goals and delivery deadlines. - Works closely with colleagues in other functional areas: Marketing, Sales, Technology, Recruiting to convey the strategic vision for the business.- Provide thought leadership and direction to team on pricing, business model strategies, and setting business goals.- Lead a market-focused team through the product lifecycle development at all levels: Define, Develop and Implement a market-leading Real Estate SAAS Solution- Develop product change requirements to adapt to a shifting market and provide unique competitive advantages- Prioritize requirements, including bug fixes and other enhancements into a cohesive product plan and communicating plan to organization and senior leadership- Work alongside Marketing to develop collateral materials, Sales Demos, White Papers, and a strong value proposition.- Provide Pre-Sales Support on Software Solution during the sales cycle

- Oversee operations, development and product management for primary business unit withinorganization, delivering results with quality and on time.- Researched, selected and implemented enterprise cloud-based help desk solution receiving rave customer reviews for the improved workflow and ease of navigation, which increased user compliance with help desk processes - ultimately resulting in productivity gains and cost savings for the company.- Created a monthly product focused webinar series, establishing a scheduled, recurring forum to present updates to customers and provide an interactive setting for live Q&A.

 Create and implement customer engagement strategy to increase “stickiness” and brand loyalty.  Supervise all development, support and customer communication related functions for core online booking product.  Responsible for creating, maintaining, and publishing product roadmaps through a process that includes collecting customer feedback through online voting processes, conducting competitive research, and negotiating with development for resourcing.  Manage a portfolio of top level accounts with responsibility for profitability, growth and retention.  Responsible for product customer training and implementation strategy.  Created and implemented process for developing and publishing press releases; responsible for composing press releases

Promoted to numerous positions throughout tenure providing technical support, functional product design, operational leadership, quality assurance, product management, account management and contract compliance for multiple global accounts.  Responsible for profitability and successful delivery, including development, QA, BA, Implementations, Support, Training, Documentation, Project Management and Marketing of one of TRX’s flagship product lines – Online Booking. Produce product roadmap for Online Booking Solution including determination of market requirements, product lifecycle management, identifying new product features and developing pricing ROI models. Lead successful initiative to launch data driven dashboard technology through a key distributor to a major corporation with an annual travel spend of $67 million. Successfully negotiated $1 million plus reseller deal including product and service pricing and service level agreement for online booking tool. • Oversee Corporate Advisory Board activities including documentation of charter and member profiles, internal steering committee activities, maintaining membership base, documenting the business case and validating the ROI, and coordination of all external meetings.• Serve as the primary contact, developing account communications, account planning, budgets and execution of strategic projects for high profile clients.• Lead the initiative to develop a sustainable client lifecycle process for the purposes of seamlessly on-boarding new clients, and building consistency and discipline surrounding the training, implementation and business as usual processes.• Collaborate with Marketing on client event planning, webinar strategy, and Alliance Partner initiatives.• Establish and foster strategic alliances with business partners to expand service offerings and maximize value proposition of TRX products• Provide strategic consulting, including business plan & sales strategy development

 Responsible for profitability and successful delivery, including development, QA, BA, Implementations, Support, Training, Documentation, Project Management and Marketing of one of TRX’s flagship product lines – Online Booking. Produced product roadmap for Online Booking Solution including determination of market requirements, product lifecycle management, identifying new product features and developing pricing ROI models. Responsible for product positioning, market research and sizing, and monitoring industry innovations. Lead successful initiative to launch data driven dashboard technology through a key distributor to a major corporation with an annual travel spend of $67 million. Successfully negotiated and finalized $1 million plus reseller deal including product and service pricing and service level agreement for online booking tool. • Oversaw all Corporate Advisory Board activities including documentation of charter and member profiles, internal steering committee activities, maintaining membership base, documenting the business case and validating the ROI, and coordination of all external meetings.• Implemented multiple clients on various software platforms ranging in size from $2M to $10M• Lead the initiative to develop a sustainable client lifecycle process for the purposes of seamlessly on-boarding new clients, and building consistency and discipline surrounding the training, implementation and business as usual processes.• Established and fostered strategic alliances with business partners to expand service offerings and maximize value proposition of TRX products

various roles which included training of new hires, GDS script writing, developing processes and standards for department operations, and managing quality control efforts for large corporate and government accounts. Effectively maintained good working relationships with branch offices and frequently traveled to these offices to educate and train them on quality control processes. Analyzed internal and external user requests for enhancements/modifications to end product of the AS400. Developed statement of requirements for requests and coordinated with programmers to produce desired result.Worked with MIS to establish edit parameters for client reports.Researched interface requirements for meeting contract compliance.Read contract proposals to ensure that the technology promised could be delivered.Implemented training program in Quality Assurance department that decreased the ramp-up time for new analysts from 6 months to 30 days.Increased quality control agent efficiencies by 35% with improved workflows and scripts.