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
• Design, configure, and deploy integration solutions between enterprise systems such as the D2L suite of products and Student Information Systems.

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.
• 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.
• 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.
• 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.
• Analyzed client requirements in contrast to HRG standards to identify areas or items requiring customization, and offering solutions to suit all parties and stakeholders

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
• 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.
• 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

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.
• 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