Louise Plunkett Email & Phone Number

Emea (Europe, Middle East & Africa)

London, United Kingdom

Kitchener, Canada Area

• Primary technical contact in the Implementation Phase of D2L Solutions for large clients• Assess client technical readiness and plan software installation and configuration• Requirements analysis with clients to establish an implementation and configuration plan for the solution.• Propose, design, develop, and deploy standard product as well as custom technical solutions.• Design, configure, and deploy integration solutions between enterprise systems such as the D2L suite… Show more • Primary technical contact in the Implementation Phase of D2L Solutions for large clients• Assess client technical readiness and plan software installation and configuration• Requirements analysis with clients to establish an implementation and configuration plan for the solution.• Propose, design, develop, and deploy standard product as well as custom technical solutions.• Design, configure, and deploy integration solutions between enterprise systems such as the D2L suite of products and Student Information Systems.• Support client acceptance testing of deployed solutions.• Maintain proficiency with D2L Web Services APIs to help clients develop custom integrations.• Design and develop solutions using most effective technology for a given situation like XML, XSLT, MS SQL or various scripting languages. Show less

Virtual Office

• Work with HRG global and multi-national project teams to create and follow standard practices for new, global customers - each with unique market-specific requirements, to offer suitable solutions for all markets and a seamless global service• Participate with colleagues around the world in highly technical, yet user-friendly demonstrations virtually or in-person to potential new HRG global clients during the RFP process, with an emphasis on providing sustainable and innovative solutions… Show more • Work with HRG global and multi-national project teams to create and follow standard practices for new, global customers - each with unique market-specific requirements, to offer suitable solutions for all markets and a seamless global service• Participate with colleagues around the world in highly technical, yet user-friendly demonstrations virtually or in-person to potential new HRG global clients during the RFP process, with an emphasis on providing sustainable and innovative solutions for unique or complex client-requirements• Represent North America on new global implementations, and simultaneous client-driven business change projects to create improvements and assist Business Management in implementing comprehensive travel & expense programs• Collaborate with cross-functional teams early in the projects to ensure each customers' individual needs are identified early and reviewed in depth to make appropriate recommendations for implementing travel programs and applicable product subscriptions to HRG's suite of products • Analyzed client requirements in contrast to HRG standards to identify areas or items requiring customization, and offering solutions to suit all parties and stakeholders• Manage stakeholder and client expectations and identify areas of disconnect to ensure all risks are known and planned for, or that contingency plans are put in place• Participate in strategic business planning for short and long-term projects to ensure business goals are met while industry changes require shifts in design & process re-engineering Show less

Virtual

• Performed deep-dive into current (variable) operating procedures, in order to: document, compare, modify, test and implement new standard procedures• Monitored business trends in order to provide analysis and recommendations to the business on areas of focus for Project Transform• Facilitated focus groups and created task-force representing all North America agent teams for researching and identifying areas of improvements, and creating buy-in to be used for change-management at a… Show more • Performed deep-dive into current (variable) operating procedures, in order to: document, compare, modify, test and implement new standard procedures• Monitored business trends in order to provide analysis and recommendations to the business on areas of focus for Project Transform• Facilitated focus groups and created task-force representing all North America agent teams for researching and identifying areas of improvements, and creating buy-in to be used for change-management at a later stage in the project• Liaised directly with VP of Data-Management Solutions (DMS) and other senior DMS team members to finalize HRG and client reporting standards• Provided requirements and coordinated all testing of new HRG products for the Operations, Business Technology and DMS teams for project roll-out, with shifting priorities• Created End-to-End system test requirements matrix to identify all scenarios tasks to be tested for sign-off from all stakeholders (Operations, Business Technology, Financial Systems, Data Management Systems, Best Practice and more)• Lead testing coordinator to execute 'round-table' End-to-End testing of over 1600 test cases, with multiple variations on each• Collaborated on corporate communications for marketing the project strategically to our internal customers with a focus on change-management and a better future Show less

Greater New York City Area

This temporary role was client-dedicated for consulting and updating tools and technologies used by agent team as well as providing agent training on new tools, procedures & providing consultative service. • Collaborated with cross-functional and senior teams of HRG & the customer to analyze requirements, document procedures and ensure efficient solutions were implemented• Developed and facilitated training documents and job-aids for new procedures, elearning course and soft-skill… Show more This temporary role was client-dedicated for consulting and updating tools and technologies used by agent team as well as providing agent training on new tools, procedures & providing consultative service. • Collaborated with cross-functional and senior teams of HRG & the customer to analyze requirements, document procedures and ensure efficient solutions were implemented• Developed and facilitated training documents and job-aids for new procedures, elearning course and soft-skill training for providing the travel arrangers with consultative service• Implemented new standard scripting to ensure better integrity of bench-marking data collected in the reservation process Show less

Ottawa, Canada Area

• Deliver all in-house training, including new employee 5-week on-boarding classes• Training for employee skill enhancements at all levels• Responsible for measuring all agents’ service quality levels and providing one-on-one mentorship and skill development• Assist in the development of training curriculum and materials.• Ensure all agents meet stringent quality standards

Ottawa, Canada Area

• Assist agents on help-desk calls with clarification of fare calculations, rules and navigation of website and Worldspan GDS system.• Investigate client concerns through means of escalated calls. • Resolve cases involving complaints, refunds & service related issues.• Work with airlines, hotels and tour operators to resolve accounting and service issues.

Tourism & Travel Management, Hospitality And Recreation Marketing Operations, Dean’S List: All Semesters

Activities and Societies: Class Representative - Algonquin Students' Association, four semesters.

Honours Diploma, Tourism And Travel Services Management, Dean'S List - All Semesters

Activities and Societies: Class Rep, Student Association Program Rep, Hospitality School Board