Mark Giblin Email & Phone Number

St. Catharines, On, Ca

• Key contributor and customer advocate in North America to Global Clients.Followed up with Product Management and Research and Development on enhancements once Product Management loaded them onto the Roadmap.• Supported, advised and helped partner teams in deploying new customers and markets to the Neo platform.• Received partner service requests regarding product configuration, functionality or complex issues, researched with the partner to fully diagnose the issue and agreed to relevant process and priority for requests.• Built and maintained excellent partner relationships on an operational level.• Effectively managed expectations that were set with partners and maintained high levels of quality and partner satisfaction.• Maintained accurate, high quality and timely documentation for all activities undertaken in order to manage partner configurations and respond on a timely basis to their issues/questions.• Carrying out regular market reviews with partners to ensure optimal usage of the solution.• Educated partners on product features, enhancements or additional services to meet their needs

Owner of the Technical workstreams and customer product suite within the overall project during implementationAligning those responsible for the product implementations to the overall customer objectivesMaintain and communicate clients’ global strategy and approach with all technical workstreams over different regions, to ensure alignmentCreate timeline for technical deployment, working alongside Implementation / Deployment Managers, all other relevant work stream owners & client to ensure it fits in overall project timelineHelp those responsible for the product implementations to be successful by setting out clear delivery expectations – provide clear scope and project plans.Work with each product SME/deployment team to deploy each product and manage the governance on schedule and scope.Single point of contact for customer for all applicable Technical/ product queries – liaison with work stream owners to review the same and revert to the client with an update / resolution for the sameBuild and manage solid project plans, manage risks and issues and control changes that may impact the customer outcomes.Provide status updates on Technical deployment back to Implementation Managers to incorporate in overall status update to internal stakeholders and client.Maintain strong relationships and stakeholder management to understand and meet customer requirements during the implementation process.

Virtual

Technical Support & Implementation Project ManagerAmerican Express Global Business Travel | December 2017 - March 2022 | 4 years 3 months | Virtual, CanadaDOE client facing management role within GCG Team for global client on Concur Direct. Responsible for: Supporting implementation and maintenance of Concur and GBT technology, including Portal, SBP, Connect Client, Connect Profile, eInvoicing.SME for GBT Account Portal, launched first client for GBT.L2 support manager for escalations and issues. Everything from OBT errors, profile issues, GDS/PNR issues, vendor and content issues, and more.. Providing support and direction for 3rd party technologies such as Concur, iSOS, CIBT, etc. Supporting CGM with reporting and status reports, including compiling reports demonstrating tangible impact of team activities. Identifying areas of opportunity in the client travel program.Driving efficiency in client servicing, and internal and external team collaboration.

Virtual

Technical Support Analyst for Service Delivery Hub Team.Troubleshooting Tools/Profiles/Bookings/Reporting Issues.Optimizing TC booking process. Training/supporting TC's on new technologies/processes.Onboarding new accounts to Service Delivery Hub team.Collaborating with peers on technical projects.Recognized for my contribution with Pacesetters Award 2017Remote telecommute position. Sabre RED GDS, Scripts, Right Now Tool, Concur, Connect Client, Flexible Edits Microsoft Office. Booking domestic, trans-border and international travel arrangements for corporate clients.Booking travel according to corporate policies and guidelines, using preferred suppliers.Making accurate and efficient alterations and exchanges to bookings to react to the clients needs.Demonstrated a thorough working knowledge of the travel industry.Quickly identified as SME for team, supporting colleagues with technical and training issues.

Vancouver, Canada Area

Remote telecommute position, using Sabre RED GDS, Scripts, CRM, Citrix, Outlook and Moxie. Booking domestic, trans-border and international travel arrangements for corporate client accounts,Making accurate and efficient alterations and exchanges to bookings to react to the clients needs.Booking travel according to corporate policies and guidelines, using preferred suppliers.Demonstrated a thorough working knowledge of the travel industry.

St Catharines, Ontario

The Behind the scenes guy at an exciting fun Educational Theatre Company. The company has been delivering message based theatre on subjects such as gambling awareness, cyber bullying and financial literacy for 12 years. Playful Notions have reached over 250,000 high school students throughout Ontario, Nova Scotia, Newfoundland, Labrador and PEI with their original content. The format is designed to be current, relevant and delivered to students in an engaging format. As part of my duties with Playful Notion I built a comprehensive, live, online budget and expense reporting system. This facilitates the supervision of 3 regional program leaders whilst managing an overall annual budget of $250,000. I manage all payroll and all financial administration as well as logistical planning for the delivery of the program. At the end of each season the program budgets are finalized and reconciled with government clients.

St. Catharines And Niagara Region

I would assist with all of your travel arrangements from start to finish. I specialized in honeymoons, tailormade itineraries, beach getaways, safaris, cruises vacations, tours, packages, city breaks and flight or hotel only. I would plan the details to fit your perfect vacation experience, for example: the best location to stay to suit your needs; being met off your flight and transferred to your hotel; ideas on what to do when you got there. I took the guesswork out of your vacation planning and made booking your vacation a pleasant experience.I worked as a travel consultant for over 7 years. After travelling extensively throughout Europe, Asia, Australia, New Zealand, Canada and the United States, I decided to pursue a career in travel so that I could work with one of my big passions for a living. Through work I have been afforded many great opportunities to continue travelling. To list some of the places I have been to: Ireland, England, Wales, Scotland, France, Spain, Italy, Switzerland, Latvia, Sweden, Norway, Canada, USA, Mexico, Dubai, Abu Dhabi, Thailand, Malaysia, Borneo, Brunei, Singapore, Japan, Hong Kong, Macau, South Africa, Ethiopia, Mauritius, Australia, New Zealand. The list will keep growing and I am constantly researching destinations. I have an extensive world knowledge and experience. Planned, organized and booked tailor made travel arrangements for leisure and business clients using Sabre GDS, booking engines and telephone.Home based travel consultant, telecommuting for meetings, office administration, training sessions and sales support.Researched destinations and made recommendations using personal experience and product knowledge to build the perfect package to meet and exceed the expectations of the client.

Booked transportation and hotel reservations using Sabre GDS, booking engines and telephone for leisure and business clients.Cultivated relationships with clients through exploring their preferences through past, present and future travel plans.Home based travel counsellor, telecommuting for meetings, office administration, training sessions and sales support.Explored clients travel ideas; working with them to plan, organize and book travel arrangements, from destinations, modes of transportation, travel dates, financial considerations, and type accommodations to suit their needs.

Dublin, Ireland

Winner of top sales in Ireland for 2008-2009.Trained intensively in-house in Apollo/Galileo GDS system to expert level.Trained in customer service standards and sales techniques to top industry standard with award winning travel agency.Reviewed all bookings in detail for errors or inconsistencies to ensure that customers received outstanding service and quality goods. Coached and supervised team engaged in sales; helped them with training, reaching individual and team sales targets, and worked with each individual on a personal development plan. Provided customer service by greeting and assisting customers, responding to customer inquiries and resolving issues. Provided travel consultations in person and by telephone; tailored travel arrangements to meet and exceed the individual clients’ needs and expectations.

Supervised a large team in the flagship retail store in Ireland.Hand picked for HMV Fast-Track Management program. Planned and prepared work schedules, delegated tasks to team members to ensure all daily and weekly operational standards were adhered to, and that the staff made the best use of their time. Reviewed and gave feedback both to management and staff about performance and gave recommendations and worked together to develop individuals on areas which needed improvement.Reviewed inventory and sales records to prepare reports for management and budget departments.Monitored sales activities and market activity to predict trends and to ensure preparedness to meet the demands.Provided customer service by greeting and assisting customers, and responding to customer inquiries and complaints.

Analyzed and monitored sales records and trends to anticipate consumer buying patterns and determine what will sell and how much inventory was required to meet demands.Implemented techniques to generate interest and create demand for new product.Managed the Import Department for a busy Manhattan store.Determined which products should be featured in merchandising and featured displays.

Native American Studies, Native American Studies

The study of Indigenous peoples and their cultures, histories, and contemporary circumstances – with an emphasis on Saskatchewan first.

Diploma, Sound Engineering

Activities and Societies: Pro Tools, Sony Vegas, Soundlab, Digital Editing and Recording, Analogue Editing and Recording, Mixing Desk.

Diploma, Management Studies

Management Principles, Marketing and Sales Management, Communication Skills, Human Resource Management, Interpreting Financial Statements.