Kiara Morris Email & Phone Number

United Kingdom

London, England, United Kingdom

- Overseeing hotel content onboarding processes, operational workflows, prioritisation and the supply pipeline for properties globally to enable distribution to our Marketplace partners, launch readiness and ensure KPI's are met.- Scaling and managing operational performance of an outsourced team of 35 international agents, driving hotel content onboarding strategy, solving problems and ensuring successful team performance through data analysis, QA and training.- Managing global hotel partner content support requests, providing excellent customer service and ensuring hotel content quality standards are maintained and exceeded through QA and process development, identifying areas for improvement.- Collaborating with Sales, Booking Operations, Product and Engineering teams across EMEA to deliver efficient customer and partner support and product optimisation for onboarding tooling, providing user feedback, troubleshooting tooling errors and managing the impact of any outages on overall onboarding operations.

United Kingdom

- Running regular trip reports and analysing customer data to set up accurate passenger flight manifests to coordinate customer flight assignment, ensuring accuracy and that the best flight options are presented to customers in a timely and cost effective manner for all trip packages, keeping customer special requests at the heart of the process.- Managing customer bookings and handling fares and reservations queries, providing support to internal teams and working with a consolidator partner for ticketing.- Collaborating with internal and external teams to request group rates, ensure booking file accuracy, facilitate problem resolution and ensure an overall smooth handover of all customer booking information ready for customer contact, efficiently working to monthly handover deadlines and P&L targets.- Collaborating with a data team on the design, development and testing of a flights Tableau dashboard to optimise workflow and efficiency.- Collaborating with senior management on the improvement of team processes and practices, mapping out process flows and suggesting ideas for improvements and trialling them.

Singapore

• Managing partner relationships, key contact for day to day operational activity and issues.• Coordinating flights product end-to-end testing (app/ mWeb) across 39 new markets, multiple time zones and languages, working with both internal and external global teams. • Understanding new partners operational processes and procedures that drive customer experience for end-to-end testing of product and service flows, reviewing fulfilment functionality and quality for launch readiness during onboarding.• Case management of customer orders, facilitating service requests with OTA/BPO partners.• Setting up financial settlement processes with business partners and managing the ongoing invoice and payment reconciliation process.• Managing a direct report, resource planning, project coordination.• Collaborating with cross functional teams on special projects for flights product and feature optimisation and service delivery.• Mobile web and application testing for various flights product features across different markets and languages for bug troubleshooting and feature enhancement projects.• Cross Functional Collaboration - with global teams both internally and externally on various projects.• Adaptability - change management of scheduled projects, resource and tasks due to business and environmental changes, applying creative problem solving and dynamic approaches to daily tasks.• Remote working using available technology to facilitate efficient communication and shared workspaces using Confluence, Office 365, Slack, JIRA, Zoom.

United Kingdom

- Managed the day-to-day operations of a fares and ticketing team of 10 staff, managing supply distribution and ensuring that business service delivery standards and SLA’s were met and ideally exceeded.- Managed, assessed and analysed team workflow, processes and resource to optimise service delivery, implement best practice, improve quality and efficiency, working with a development team for enhancements (Agent Desktop, Flight Ticketing Automation).- Managed team case escalations to resolve service issues as they happened and provide stakeholders and customers with creative solutions, working across multiple channels and using multiple travel tools.- Collaborated on the development and implementation of automated flight ticketing, testing end-to-end functionality and quality. Reported bugs and reviewed automation error logs to recommend changes to the development team to progressively increase the team automation adoption rate to over 90%.- Recruitment and onboarding of new travel consultants in line with local HR policies and investing in the ongoing training and development, coaching and performance management of all consultants, identifying training gaps.- Designed and implemented a new learning and development program for new starters, maintained a knowledge base and revamped training process and materials to improve quality assurance, staff skillset and performance.- Led the design, coordination and delivery of multiple business training programs (online & offline) for employees across 8 regional offices on various topics including air fares knowledge, revenue awareness, knowledge sharing and GDS migration training.

United Kingdom

• Managing complex booking requirements, change and refund requests.• Ticketing using Sabre, Galileo and Amadeus GDS's both manually and using travel agency programs.• Knowledge of negotiated fare contracts and ticketing processes for multiple airlines.• Using various GDS tools to update and distribute fares in reservations teams.• Fare auditing, analysis and benchmarking.• Invoice management and enquiries.• Working as part of a team, assisting colleagues.

United Kingdom

- Processing postal, utility, government and banking services for customers, engaging with a diverse local community and building rapport with customers to provide excellent customer service with a personal touch.

Bachelor Of Science (Bsc), Travel Business Management, 2Nd Level Honours

Bachelor Of Arts (Ba) Spanish & Italian, Languages