Karla Bishop Email & Phone Number

Bloomington, Indiana, United States

• Customer Success Manager | 2021 – PresentApplication Support Analyst III | 2010 – 2021iQCX Programmer & Delivery Consultant | 2007 – 2010
• Ensure client needs are addressed during onboarding. Proactively solve potential problems to advocate for client.
• Guide self-sufficient clients in applying workflow rules and automation best practices to manage processing and GDS errors, demonstrate how maintenance improvements affect overall processing and back-office data.
• Triage support cases for employees providing further assistance when resources are unavailable to ensure timely resolution.
• Promote Independent Problem-Solving through research and guidance to Identify knowledge gaps, provide targeted review to foster self-sufficiency and critical thinking.
• Manage client escalations to determine cause, provide solutions for client satisfaction and prevention recommendations.

Raleigh, NC

• Operations Technology Specialist and Cornerstone Systems Administrator – Raleigh, NCAccount Services and Technical Support Agent – Raleigh, NC
• Developed custom scripts and automation processes to enhance operations and communication.
• Programmed file finishing automation, quickly achieving full agent adoption, which significantly reduced agent debt memos, improved phone queue management, and enhanced customer service. Leading to precise staffing.
• Successfully trained skilled candidates as Corporate Tavel agents on the Apollo GDS system.
• Ability to understand both the technical and operational aspects of the travel industry, enabling me to provide comprehensive solutions that addressed a wide range of client needs and ensure back-office reporting.

Raleigh, North Carolina, United States

• After Hours Services Manager – Raleigh, NCMobile Enhancement Team Member - Fargo, NDCorporate Travel Agent - Dickinson, ND
• Managed satellite office startup selecting skilled agents to ensure exceptional after-hours services globally.
• Assessed and provided solutions for underperforming corporate travel offices and call centers.
• Specialized in leading agents through new processes, boosting productivity, customer service, and employee satisfaction.
• Experience with multiple Global Distribution System (GDS) platforms specializing in Apollo.
• Company Ambassador to promote company values and services with potential employees and clients.