Capital project budgeting, forecasting, results analysis.

Expansion of geographical scope of back-office transaction processing from North America to Global. Realignment of responsibilities to include back-office transaction processing with a focus on finance related functions. Transition underway November/December 2020.

Customer service and back-office transaction processing and operations management, 10MM+ annual contact/transaction volume, for North America. Strategic process design and implementation, optimization, transformational change projects, RPA, technology, and success metrics/reporting. Continuous process improvement, global standardization, and centralization. Customer service and support (internal/external). PCI (Payment Card Industry) and PII (Personally Identifiable Information) compliance. Team included 78 US and Canada based FTE and 144 India outsourced FTE.

Coordinate Traveler Experience implementation of rapidly growing global CWT Price Optimization / Price Tracking product, a top 7 Company initiative. Working with new product development, marketing and traveler services teams to scope, test, configure and rollout global program for repricing of client reservations. Ongoing process configuration analysis and team performance reviews/KPIs for improved yield generating increased savings for client and revenue for CWT. Product testing, RPA, project management. Management of 285 India outsourced FTE for passenger name record review and rebooking.

Continued overall responsibility for previous roles. Global financial planning, forecasting, and budgeting for travel operations/expense report customer service operations for two key global clients representing one billion dollars in annual travel expense. Credit card programs administration for over 100K card accounts (travel and purchase card). Payments and collections. Expense report system (Concur/other) business implementations/divestitures. Automation (RPA) and complex file interfaces, transaction postings, general ledger balancing. Create and manage multilingual expense report support customer service teams in US/Canada, Australia, England, and Japan. Negotiate scope of work and pricing while serving as key client contact. Ongoing client consultations regarding global expansion, process improvement and productivity. Client facing monthly reporting and review of results with variance analysis/KPIs. Domestic and global department recruitment, team building, and employee engagement.

Finance Manager, Financial Planning and Analysis | 2002-2004Continued to fulfill Sr. Financial Analyst role while assuming accountability for team of on- and offsite (Genpact, India) accountants and auditors. Responsibility for large global client expense report support including corrections, trouble shooting, various interface and reconciliation audits, customer service, credit card program administration and payment/reimbursements to supplier and internal customers. PCI compliance and PII. CWT Western Region budgeting, forecasting and results analysis reporting for all clients. Reduced S&B by 30% through finance department reorganization, process improvement and outsourcing. Delivered cost and profitability manage training programs along with cost savings initiatives for a $2.2MM YOY cost reduction.

Directed accounting/finance operations, including complex month-end closings, budget to actual variance analysis, internal corporate billings, and general ledger account management.Successfully outsourced (Genpact, India) repetitive and analytical tasks. Helped reduce overall operating expenses by 51%, or $11MM, from prior year by providing executive team with comprehensive financial performance data critical to defining proactive business plans and remedial operating strategies. Received CWT Regal Honor and CWT Imperial Honor Awards in recognition of significant contributions to Company performance.