Melissa Jacobson Email and Phone Number

- Responsible for identifying opportunities and creating solutions that increase margin, improve agent efficiency, and improve agent/member experience for the Air, Car & Insurance Travel Products.- Work within the booking admin platforms to analyze product performance and update configurations as required- Lead a team of 10 analysts who are responsible for day-to-day management of air fulfillment automation tools, and back-office ticket fulfillment- Identify problematic trends and automation challenges through ongoing error monitoring- Identify opportunities to improve profitability of assigned products through system troubleshooting, metric monitoring- Support the Air Product & Dev teams through application testing to support troubleshooting, defect resolution, and product enhancement releases- Communicate defects and enhancement releases with business Stakeholders- Intake Stakeholder feedback to communicate future system enhancements to the Air Product teams• Define and communicate reservation automation business requirements and impact to Product Management and supply operations leadership. • Act as a key business partner with 3rd party suppliers as Sabre GDS, Car Rental Suppliers and Insurance vendors. • Partner with Product Supplier leadership to assess health of automation software and assess alternate solutions and vendors • Regularly partner with our product suppliers such as Sabre to stay abreast of current capabilities and future enhancements to air and car agent and fulfillment automation tools- Manage trend analysis and partner with Operations leadership to drive improved metrics related to costly defects, airline debit memos, and fraud issues. - Partner with Product and Operations teams to resolve issues and reduce manual processes required to fulfill and manage airline ticketing and schedule change management

 Handled client and network queries on a daily basis Assisted Account Management team with Network related queries and quoting Network access Ran and compiled SQL based reports for client and network related queries, and Stewardship analytics Created reference guides to document departmental processes Maintained and handled the In-network TiC/MRF delivery to clients, including tracking and client communication  Assisted with new client implementations Handled new group requests and submitted network approvalsWon the Q3 IMPACT Award on an individual and team basis due to the TiC project

 Validated all new accounts and free trials  Ensured all accounts remain compliant with Terms of Use and Job Posting Guidelines  Identified and removed accounts found to be noncompliant with standards  Handled all inbound and outbound validation calls  Assisted with interdepartmental account validation support  Reviewed and responded to job seeker and employer complaints  Conducted fraud investigations and follow-ups  Identified new trends that threatened the safety of our user experience  Assisted in all other operational and customer service tasks as necessary Consistently met departmental monthly accuracy and volume goalsWon several monthly awards due to performance within the department.