Lee Thomas Email & Phone Number

Head of Product Learning for SAP Concur Travel, US Government and Non-Core Products for SAP Learning.

St Louis, Missouri, United States

Greater St. Louis Area

St Louis, Missouri

Responsible for large global support team. Managing day to day support operations.

Manage a very talented and innovative team within the client support organization. Lead and facilitate process change for higher standards. Cultivate long-term fortified relationships with Travel Management Companies and end users for both Travel and Expense. Monitor case flow in and out of our organization to ensure proper staffing and process adherence.

Saint Louis Missouri

Troubleshoot second tier online booking tool issues for Travel Management Companies. Manage daily case load and ensure proper handling of escalations and high priority cases. Facilitate meetings and training as necessary for Corporate Travel Management Companies.

Saint Louis, Missouri

Manage the relationship between third party online booking tool vendors and corporate clients, Liaison between Carlson Companies, Carlson’s Corporate clients and Booking tool vendors, Set realistic expectations for Carlson’s Corporate Clients, Booking Tool Vendors and Travel and Transaction Services, Led internal project to launch and streamline online meeting processes, Manage all aspects of the online booking sites for corporate clients, Implement features to drive adoption and acceptance of the booking tool, Manage daily priorities to meet Service Level Agreements Internal and External, Review client setups and site functionality to ensure maximum proficiency, Trouble shoot issues that may arise to determine root cause and resolution, Facilitate communication with Account managers, TTS and Corporate Clients regarding third party booking tools

Gurgaon, India/ Saint Louis Missouri

Coordinated start-up operations for new off shores Virtual Call Center, Manage and direct training activities and business operations, Lead, motivate and develop staff to ensure productivity and profitable transactions, Developed and standardized call guidelines and secured a call monitoring process, Lead meetings with Virtual Call Center team to review new account initiatives and implementation, Facilitate communication with account management team to assess and streamline new business opportunities, Maintain excellent customer relations through effective problem-analysis and resolution, Received Presidents Award 2006

Saint Louis Missouri

Managed and facilitated all departmental training operations, Developed new hire travel training program and curriculum for Cruise and Package team, Designed and implemented staff training on package/vendor companies, Conducted employee assessments to evaluate performance and ensure quality.

Saint Louis Missouri

Converted two Customer Service Centers into High Performance Sales Centers, Implemented new sales techniques and provided specialized training that resulted in an increase in sales and revenue, Realigned Carlson’s hiring practices with the new sales environment and marketing philosophy; developed hiring competencies and created a selection tool, Delivered new hire training and ongoing development of existing employees and managers, Measured pre- and post-training performance to evaluate training effectiveness, Analyzed individual and team performance to identify training needs, Received award for Outstanding Achievement.

Saint Louis Missouri

Troubleshoot escalated issues and ensure proper handling of airline reservations, Communicate with airlines to accommodate passengers on alternate flights, Work queues and ensure proper handling of schedule changes. Pull reports for agent stats for upper management.