I am responsible for the implementation and continued maintenance of Products such as Tripbam, Fairfly, Conferma, VPay, Smartbill, HelloGbye and CSI. I also am responsible for Travel Data Manage involving HR Data Feed Fulfillment, Termination Fulfillment, SSO and Self Registration.

Moved to a new position within my company.

• Manage operations for 216 accounts various sizes• Hire and train agents as needed based on transaction volume and attrition• Responsible for agent development to assure company KPI’s are met.• Responsible to reduce region overtime which I was able to reduce overtime 55% in 6 months.• Managed agent migration from one GDS system to another within a 6 month period.• Worked with other teams to migrate all accounts from one Apollo to Sabre• Direct Client management • Took over travel manager duties of 1 global account while travel manager is out on maternity leave. • Creative resolution of travel issues to reduce lost savings and assure customer satisfaction. • Review daily sales reports to manage transactions against projected budget.• Monthly 1-1 meetings with agents to develop any areas of opportunity.• Manage payroll, time off / vacations, FMLA partnering with HR for any disciplinary items.• Managed and executed internal company events for west coast region.• Improved on current recognition program for agents. • Created analysis West corporate division to review removing incentives and right size salaries.

Manage operations for 67 Middle Market Select clients currently with 150 direct reports.Manage Payroll, Vacations, FMLA, Hiring , onboarding, supplies and equipment, escalations with agent system issues.Hired and trained several agents for various on-sites.Responsible for agent development to assure company goals are met.Drive cost reduction with increased online adoption by 30% since January.Developed and rolled out new policies ie. Partnered with group finance and travel manager to update company T&E policy.Exceeded company objectives with CSAT results of 94% and 0 write-offs.Partner directly with Travel Mangers, Client Managers and Implementations to achieve cost reduction.Partner successfully with travel vendors to produce best rates to drive client savings.Monitor 10% of agent calls to assure quality experience for clients and agent development.Strengthened company’s business by leading implementation of Tech Team web page which resolved issues quickly for agents, team leaders and managers within our cluster.Creative resolution of travel issues to reduce lost savings and assure customer satisfaction. Mentored other team leaders to increase their coaching effectiveness goal scores.Review monthly client settlements to assure operational cost are correct and approve.