Kristy Rogalla Email & Phone Number

Created detailed and realistic business and technical requirements associated with proposed projects.Acted as an on-going resource throughout the project life cycle to ensure that project deliverables are consistent with the scoped vision.Provided subject matter expertise consultation services for an assigned list of accounts. Provided consultation on business and technical analysis with project stakeholders and enterprise technology personnel.Provided subject matter expertise on travel industry practices and underlying industry technologies Provided management with key information related to client concerns, programming errors and escalations. Maintained a good understanding of all GDS and BCD Travel technology products to ensure proper process can be developed and implementedDeveloped and deployed mid-office standards across all GDS platformsResponsible for understanding MidOffice Applications functionality and reporting Participated in determining enhancements required for front and mid-office products.Suggested/implemented creative uses of technology to help decrease transaction processing time and manual involvement.Planned and organized projects to ensure company objectives are met.Participated in activities with internal business partners to understand and gather business needs and requirementsWorked in collaboration with other technology teams (DEV and QA) and/or suppliers to develop best practices and technology solutions.

Greater Philadelphia Area

- Acts as the point person for the daily operations of assigned employees and accounts - Responsible for providing proper staffing levels to meet or exceed contracted service levels - Supervise the daily performance of direct reports, ensuring high levels of quality, productivity, customer service, and the meeting / exceeding of contractual obligations. - Work closely with manager and client in developing department communication. - Assist in recruiting and Interviewing employees to fill open requisitions - Provide new hire orientation, employee training and development, and performance reviews. - Responsible for approving timesheets and ensuring accurate reporting of data - Responsible for approving time off for vacation and personal time in such a way to insure telephone service level - Assure timely maintenance of client profiles / information. - Track customer feedback. Take action as appropriate. - Completes specified reporting. - Maintain client / vendor contractual information up to date, work with BCD Travel technology systems to maintain current - Work closely with the office Workforce Specialist to ensure proper staffing and service levels - Maintain travel data bases as required by client base - Monitor team’s preferred vendor agreements for air, car, and hotel, provide coaching and training as necessary to reach targets] - Work with manager to determine goals and measurement tools for the team - Track and distribute performance against established goals to employees on a routine basis, providing coaching and development as needed to improve quality - Assist in employee recruiting and interviewing - Training employee on company and account procedures - Handle employee relations issues with the assistance of the manager and HR - Write and deliver employee counseling documents when necessary - Maintain good morale and provide recognition to team

Peachtree City, Georgia

Work closely with the operations supervisors and manager on a daily basis with assigned accountsAct as a resource for co-workers for information, problem solving, and reducing errorsTrain new employees on account specificsParticipate on interviewing team for placement of internal and external candidatesMonitor individuals and teams to ensure required performance levels are met Participate in webinars via WebEx for virtual employeesAssist staff in solving customer service issues and technical issues in an effort to reduce errorsHandle confidential staff information and client dataSelected to participate in internal operations management program

Generated daily and monthly reporting for assigned accounts to show purchasing trends for travelWorked closely with account manager and senior management to ensure success of service to clientsProcessed quarterly customer scorecards and reviews to present to clientsParticipated in monthly client reviews to show the benefits of using our firmMaintained monthly account specifics in Salesforce

Handled over 20 accounts with booking air, hotel, and car reservationsAssisted clients with online booking tool – Concur TravelAssisted clients with any inquires pertaining to reservations  Processed email requests and inquiries from clientsSelf-taught on Sabre GDSWorked with multiple accounts within BCD Travel

King Of Prussia, Pennsylvania, United States

Master'S Degree, Organizational Leadership/Employee Relations

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General