Karen B. Email & Phone Number

St Paul, Mn

Mendota Heights, Mn

Mendota Heights Minnesota

Our team of professionals handle all sales and services for our customer traveling on Sun Country Airlines

Mendota Heights, Mn

Leading the implementation of the flight operations and crew scheduling systems. Developing new procedures to improve processes and reduce costs

Mendota Heights, Mn

IT Project Manager for Sun Country Airlines - selection and implemenation of Aviation systems

Greater Boston Area

Manage mobile solution projects for clients looking to transform their business.Scrum master for 2 scrum teams with a focus on agile basics and constant improvementFacilitator of sprint planning, daily stand-ups, retrospective, and sprint demosLiaison between User Experience/Visual Designers and developers

Amsterdam Area, Netherlands

IT project manager for new airlines joining Skyteam.

Coordinated the yearly district fundraising for businesses for the Northern Star Council of the Boy Scouts of America.

St Paul, Mn

Led the merger of airport systems and processes between Northwest Airlines and Delta Air Lines. Evaluated complex airport functions of the 2 carriers and developed a merger action plan for airport systemsDeveloped and implemented interim procedures until the technology solutions were completedLed the development and implementation of the merger of airport systems including testing and implementation.

Eagan, Mn

Customer Experience Led a cross department team to improve luggage delivery performance and eliminate customer service seams between Reservation sales and airport employees. Increased customer satisfaction survey scores by 5 percentDecreased the handling time of luggage claims on average by 10 days by streamlining the claim process and secured funding to automate luggage claims on-lineLed a team of front line employees and customers across the world to address luggage issues which improved Northwest's ability to assist customers whenever luggage was delayed

Managed the consolidation of 5 Asia call centers into one new center in Singapore. Hired & trained over 350 employees and managed the day to day operation of a new call center with consolidated function from Asia, Europe and the United States. Reduced costs by $2 Million dollars a year.

Airlines Alliances and Automation Led the integration of systems and procedures for the global Reservations centers with 22 airline partners including the first joint venture airline partnership which provided services to all KLM and Northwest Airlines customers worldwide.Developed industry standards for sharing data between airlines Designed the training for over 8,000 agents worldwideConsolidated functions in North America and Europe reducing costs and providing each call center the ability to service both carriers' reservations for Northwest and KLM.

Reservations Sales and ServiceManaged a 24/7 operation that provided service to customers with delayed or cancelled flightsAutomated the notification process which decreased the costs of operation by 50 %Wrote technical requirements for Reservation automation and worked with the IT team to develop, test and implement new functionsBalanced calls between the 8 Reservations offices and developed staffing models for optimum staffing to meet customer demandLed the transition effort from mainframe computers to a PC front-end system for 6,000 employees

Certification In Project Management, Project Management

from an intense 5 week full time course with core MBA coursework including finance, marketing, project management and process improvement

Certification, Executive Management

B.S, Liberal Arts

Education record