Maribell Cunningham Email & Phone Number

Princeton, IL, US

Chicago, Illinois, United States

• Leading/managing online implementations from kick off to launch.
• Configuration of online booking tools and client portal.
• Consultation with clients to help recommend solutions.
• Ensure that the service agreement between the client and Flight Centre is delivered in a way that ensures client satisfaction and client retention.
• Resolving 3rd level support requests and quality control checks.
• Keeping up to date with new developments of our own technology and the online booking tool functionality and updating the implementation process with the new functionalities.

Lombard, Illinois

• Provide extensive consultation with clients on travel data reports.
• Manage the Data Solutions team to customize and analysis client travel data reporting.
• Lead the implementation of iBank, reporting tool and TravelOptix, analytics tool.
• Manage the Technology Solutions team to build, implement, maintain, customize and enhance online booking tool sites like GetThere and Concur.
• Lead the implementation of Salesforce.
• Salesforce Admin

San Francisco Bay Area

• Deliver global Technical Product Training for clients and internal employees on Switchfly’s system – SaaS provider of travel and loyalty solutions.
• Developed technical content (for Switchfly’s Agent User and Super User Training Programs offered in ILT, VILT and WBT formats)
• Work with Research & Development Team to define standards for the Switchfly User Interface.

San Francisco Bay Area

• Manage the software development lifecycle (SDLC) for Agent Tools a travel agent reservation tools for post booking service functionality (Agile development process)
• Translate business requirements to functional technical design specifications
• Provided recommendations and solutions to customers for upsell opportunities
• Contributor to the Business Implementation project deliveries.
• Document features and functionality e.g. release notes
• On-site and web based training for clients and internal employees on Agent Tools

San Francisco Bay Area

• Research Airline client issues, developing enhancement solutions and creating operational workarounds.
• Provide solutions for clients by upselling new products or services.
• Translate customer needs into business and product requirements
• Configure and manage airline client’s production and test environments.
• Resolve support related issues for airline clients
• Trouble shoot 3rd party vendors i.e. HotelBeds, Viator and Expedia

• A cloud-based Travel Management Platform for travel providers.
• Manage Customer Implementation
• Support and train customer on cloud-based travel software
• Manage the relationship with the customer
• Client retention and identify upsell opportunities
• Help customers with data loading of Travel products for Online Travel

Redwood Shores, CA

• Responsible for ensuring that the CRM is fully deployed, implemented and functioning correctly.
• Support and train the customer with the CRM
• Manage the relationship with the customer
• Analysis customer Business needs and any upsell opportunities
• Responsible for the overall satisfaction of the customer through the deployment process
• Interface with integration team and management during the implementation process.

• “Contour” software - a travel management and distribution system for tour operators.
• Analysis the business needs and any upsell opportunities for my Accounts
• Provide customer support for issues related to “Contour” software - a travel management and distribution system for tour operators.
• Log software bugs, including detailed instructions on replicating the problem.
• Provide solutions or work around to resolve the issues.
• Interface with software developers and technical support personnel to determine best solution for the customer based on urgency of the requirement and the business need.

• Responsible for processing, trafficking, and optimizing advertising campaigns
• Process orders to ensure accuracy, validity, and completeness
• Optimize campaigns to optimize revenue and performance for customers
• Proactive in identifying and solving campaign, creative or process problems and issues.
• Assist clients in troubleshooting technical issues with their advertising creative
• Interface with the Ad Operations Manger as well as Account Managers.

• Work with Sales Managers pre and post sales to complete Insertion Order documentation
• Ensures a successful advertising campaign by monitoring advertisement performance
• Prepare, process and maintain account documentation
• Respond to client inquiries (reporting, billing and trafficking)
• Investigate and resolve administrative and service related issues
• Assist in creating weekly customer advertising reporting

• Responsible for interfacing with customers prior to and after sale. Develop and maintain positive customer relations to ensure customer requests are handled appropriately and in a timely manner.
• Resolve Purchase Orders discrepancies with Customers, Inside Sales and Accounting.
• Resolving System Downs for customers in a timely manner

• “Contour” software - a travel management and distribution system for tour operators.
• Provide customer support for issues related to “Contour” software - a travel management and distribution system for tour operators.
• Log software bugs, including detailed instructions on replicating the problem.
• Interface with software developers and technical support personnel to determine best solution for the customer based on urgency of the requirement and the business need.
• Review and write software release notes for patches and major releases.

• Handle customer support calls and troubleshoot customer-related problems.
• Assist customer technicians with analysis and resolution of technical problems associated with operation of their GetThere-hosted website.
• Escalate unresolved problems to Engineering Services Organization (ESO), Operations, and Web Production as necessary. Provide feedback to customer on open problem status.
• Communicate known issues & proposed work-around to Product Services Organization (PSO),Technical Services Organization (TSO) and end user support teams.
• Submit, track and follow-up product enhancements and customer specific development requests with Product Marketing.
• Troubleshoot problems with CRS for example Worldspan, Sabre and Apollo.

Bachelor'S Degree, Cultural Anthropology

Associate'S Degree, Social Studies