Leslie West Email & Phone Number

Atlanta, Ga

► Drive turnarounds and growth through technology innovation and strategically managed operations.► Organizational Transformation and restructuring ► Facilitate market leadership, building customer-focused products and forming teams attentive to client service.► Formed first global team during post-acquisition period, with employees in 5 major centers worldwide and data collection from 95+ countries.► Administer business planning, global shared services, product… Show more ► Drive turnarounds and growth through technology innovation and strategically managed operations.► Organizational Transformation and restructuring ► Facilitate market leadership, building customer-focused products and forming teams attentive to client service.► Formed first global team during post-acquisition period, with employees in 5 major centers worldwide and data collection from 95+ countries.► Administer business planning, global shared services, product development and operations improvement for worldwide service delivery, with oversight of Bi tool development. Worked closely with sales and marketing for customer facing product delivery.► Hold authority for P&L and 720 global reports.● Team Integration: Created first global, enterprise-scale team (with strategy used as model for globalizing other functions), including broad strategy tied to regional and corporate goals.● Data Management & Governance: Built business case and spearheaded launch of new Master Data Management and Data Governance Office as crucial step in leveraging big data.● Innovative Capability: Championed multi-year BI Reporting Platform initiative with leadership role from sponsorship through product launch. ● Customer Satisfaction: heightened focus on service with new, global Customer Service Account Coordinator team charged with fulfilling request directly and boosting efficiency with minimal rework. Contributed to 95% customer retention rate through adept data management and responsiveness.● Workforce Efficiency & Planning: created 20% workforce synergy through re-engineering.● Operational Improvements: Frequently resolve bottlenecks to productivity with new systems, including tracking capability in support desk platform and operational service teams.● Travel Back Office, Client Data Solutions, Shared Services and Support, System integration, Show less

► Countered losses in Fortune 100 Corporate Travel account program (Top 5 customer), taking over challenged on-site corporate travel facing severe challenges.► Built credibility with presentations to C-suite leaders on proposed automation and bottom-line benefits to P&L.► Directed and managed enterprise-scale changes.► Held authority for executive negotiations, implementations deadlines and fulfillment.► Managed 150 team members, plus customer service… Show more ► Countered losses in Fortune 100 Corporate Travel account program (Top 5 customer), taking over challenged on-site corporate travel facing severe challenges.► Built credibility with presentations to C-suite leaders on proposed automation and bottom-line benefits to P&L.► Directed and managed enterprise-scale changes.► Held authority for executive negotiations, implementations deadlines and fulfillment.► Managed 150 team members, plus customer service delivery and business development.● Process Re-Engineering: Took operation from fully manual processes to 100% automation - saving substantial time and improving accuracy for 400,000 annual transactions.● Staff Consolidation: reduced headcount by 50% with restructuring - retaining adaptablee, client-focused talent.● Business Growth: Expanded revenue 600% in major account with improved service delivery; won client business in 23 countries.● Global Business Consolidation: Secured / converted businesses in other lines; launched innovative credit card payments and automated travel management request process. Show less

► Launched and expanded transportation and destination management business, with consistent growth serving inbound groups, meetings, convention and senior leisure group transportation.► Grew motor coach business, with year-over-year volume increases and transition (expanding fixed surface transportation service to casino airport shuttle, motor coach and casino limousine operations)► Managed all employees and all safety, contract negotiations, service development… Show more ► Launched and expanded transportation and destination management business, with consistent growth serving inbound groups, meetings, convention and senior leisure group transportation.► Grew motor coach business, with year-over-year volume increases and transition (expanding fixed surface transportation service to casino airport shuttle, motor coach and casino limousine operations)► Managed all employees and all safety, contract negotiations, service development, pricing, sales, marketing, staff payroll, fleet maintenance and DOT compliance.► Experienced severe post 9/11 industry slowdown and ceased operations in 2004● Operations Oversight: Secured financing, developed service portfolio, negotiated fleet management contracts, and launched new destination management offerings. Lobbied state and local government for safety compliance laws affecting transportation providers. Show less

► Earned promotion to operate newly launched and develop Meetings and Conventions business ► Earned promotion to run financial back office and data aggregation systems, plus reporting as VP after handling travel agency operations including call center operations, reservation teams, service operations and customer service► As Director of Operations, managed 100-member agent team servicing wholesale leisure and corporate travel business with accountability for HR, P&L… Show more ► Earned promotion to operate newly launched and develop Meetings and Conventions business ► Earned promotion to run financial back office and data aggregation systems, plus reporting as VP after handling travel agency operations including call center operations, reservation teams, service operations and customer service► As Director of Operations, managed 100-member agent team servicing wholesale leisure and corporate travel business with accountability for HR, P&L, service delivery and performance metrics● Worked as travel agent and team lead on GSA government call center and operations team.● ● ● Previous experience includes Owner - Manager, South Texas Medical Transcription Services and Director of Recruitment and Airline Reservation Training, SST Travel Schools. Show less