Melissa Erb Email & Phone Number

Virtual

Implement Concur Travel software for Premier customers

Remote

Successfully managed team of 3 trainers to orchestrate training for Orbitz for Business customers migrating to Egencia• Organized and implemented training for 1000+ corporate clients for the migration process• Conducted both web-based training and on-site customer training sessions• Developed curricula conducive to migration customers• Created, deployed and tracked Survey Monkey results• Led training team to a successful migration with 98% customer satisfaction

Remote

Facilitated new hire, recurrent, and skills enhancement training classes for Contact Center agents and customer facing End-to-End training• Organized and facilitated web-based training in over 40 countries for a large global customer • Facilitated and organized client facing training, both virtual and face-to-face for End Users and Site Administrators to ensure high online adoption, cost savings, and policy compliance• Developed business processes such as workarounds for unique client procedures for Call Center agents• Developed training program curricula for customer facing training• Subject Matter Expert, testing and development of new system tools and applications• Actively participated in calibration sessions and provided constructive feedback for agent quality• Executed training for new programs, products, systems and other applications• Created recorded training sessions to be used for customer training and new hire agents, using TechSmith Camtasia, Articulate Storyline, and Quizmaker software• Efficiency with Oracle RightNow, Microsoft Office Suite, Salesforce, LMS

Remote

Managed approximately 40 Small-Cap Accounts with ARC volumes of $200K-$800K and assisted Travel Managers with strategic improvements, enhancing savings and reaching travel program goals. Executed implementation of new accounts – configured new customer sites with customized travel policy.• Efficiently trained new Site Administrators, Arrangers, and Travelers on the on-line booking tool• Provided proficient account training on the Travel Trax reporting system• Performed site demonstrations and explained the operation and use of all site features • Performed Annual Business Reviews – Industry trends, projections, analysis of transaction history, and highlighted savings opportunities• Consulted with accounts to advise of new products and enhancements• On-going relationship with customer’s key contacts and provided consistent excellent customer service • Engaged in contract negotiations and renewals resulting in high customer retention rate• Familiarity with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)

On-site corporate agent booking travel needs for executive travelers for a very large company. Experience with Apollo GDS for over 30 years.

Des Moines, Iowa Area

Arranging business travel for corporate travelers and executives via Apollo GDS.

Certification, Selling Skills And Sales Operations

Diploma, Travel Industry Courses And Apollo Gds