Monica Lang, Cta, Cte Email & Phone Number

United States

United States

Birmingham, Alabama, United States

Birmingham, Alabama, United States

• Maintain Global TMC partner relationships and garner resources from them as needed for implementation, coordination of account changes, and services or system integration and troubleshooting throughout life of relationship.• Serve as SME and primary contact to ADTRAV accounts regarding TMC Partner integrations• Maintain and manage Global Services project plans for global implementations• Collaborates with stakeholders and development team members to achieve business results• Serve as travel SME for international markets• Serve as liaison between TMC partner and ADTRAV teams• Serve as coordinator and liaison for ADTRAV integrations and Global Implementations• Serve as coordinator and liaison for third party integrations• Serve as reporting accuracy observer for TMC partner

Birmingham, Alabama Area

• Manage, lead, motivate and develop Talent Development associates, both Instructional Designers and Trainers.• Develop a needs assessment process and create an instructional design process with appropriate delivery methods and post-training evaluations.• Manage and enhance the course design process to meet project deadlines.• Test and evaluate training solutions to ensure performance gap is closed and needs are met.• Recommend solutions for performance issues and potential areas of development.• Provide support to Department Managers in responding to training issues.• Work with Human Resources, teach managers new ways to resolve performance issues using ADTRAV’s performance management tools.• Administer company's "service nonstop" customer satisfaction program.• Develop a “full package” approach (progression by role and career pathing) for all positions.• Work closely with management, ensure that policies, programs, and processes are developed, implemented, communicated, and consistently administered in compliance with ADTRAV objectives and with relevant laws/regulations.• Work closely with the Senior Leadership Team and Management on leadership development.• Coordinate customer education/training programs during implementation and on a recurrent basis.• Resolve and respond to training issues and questions from leaders and employees on the application and interpretation of processes, company policies and current legislation.• Keep informed on legislation impacting the organization’s training obligations.• Continuously seek and support new approaches, practices, and processes to improve the efficiency of training services offered.• Coordinate training sessions at semi-annual company meetings.• Implement and manage an automated Learning Management System (LMS) including the creation of content.• When applicable, lead programs to assist employees with transitions due to mergers and acquisitions, as well as technological changes.

Birmingham, Alabama Area

Manages team of Account Managers to proactively manage and fulfill our contractual goals with the client and consistently demonstrate value to the customer.• Serves as business owner and interacts on a regular basis with clients’ travel managers, executive directors, and senior managers of divisions.• Participates in best and final sales presentations as determined by management• Works with Finance in preparing and ensuring the accuracy of client monthly statements• Manages the individual client profitability and impact to the company• Engaging the client in identifying mutual program goals• Collaborating with the Operations Manager in developing operational effectiveness and service enhancement sections of the business plan• Review and analyze client data and present strategic recommendations on an ongoing basis• Preparing semiannual and annual business reviews to demonstrate ADTRAV Travel Management’s performance in managing the clients’ travel program• Maintains in-depth understanding of client’s and company’s supplier contracts; ensures contractual commitments are met• Uses this knowledge in developing negotiation strategies• Manages the client’s contract in order to maximize ADTRAV Travel Management’s profits• Reviews monthly client invoices for accuracy; approves for submission to the client and ensures timely receipt of payment• Monitors contract terms and maintains valid contracts• Manages the re-bid process for existing clients to include coordination of the RFI/RFP process• Manages the relationship matrix through penetration of the organization and the introduction of ADTRAV Travel Management’s resources and executives• Maintains a client retention goal of 98% or higher• Maintains customer satisfaction rating of 4 (5 rated the highest) for overall customer base• Manages client communication and education efforts (i.e. industry/company events, educational seminars and travel industry trends)

• Develops and maintains operations business plans to include all program requirements and labor hours.• Establishes production and quality control standards, manages to budget and cost controls, and obtains data regarding types, quantities, specifications, and delivery dates of products ordered.• Performs administrative activities associated with the effective management of operations, including compiling, storing, and retrieving production data for reports. • Determines responsibilities of assigned organization and staff positions to accomplish business objectives.• Trains and ensures all assigned employees are aware of and comply with company, government, and customer policies, procedures, and regulations.• Monitors agent bookings to ensure all air, hotel, rail and ground transportation request are booked within contractual guidelines.• Advises clients on travel requirements such as visas, passports, immunizations, etc.• Respond and resolve client operational failures within a timely manner.• Conduct staff and training meetings that should include ongoing updates in the travel industry and office procedures.• Champion the proper use of ADTRAV tools by participating in developments and enhancements as well as monitor for execution from the agents.• Manage agent productivity, accuracy of work and attendance.• Maintain a positive working relationship will all clients• Develop/implement processes and procedures to ensure efficiency of the corporate operations team • Assist agent with storing fares when needed.• Answer agent day to day questions.• Schedule account specific training for new and existing agents.

• Back up for the manager• Queue management when necessary• Make sure phones are answered promptly and properly• Check agent queues when they are out• Help agents issues tickets• Make sure all tickets are completed by the end of the day• Monitor agents and make sure they are sticking to their schedules• Help the manager set a motivation calendar for the staff.• Assist agent storing fares when needed.• Answer agent day to day questions.• Keep the manager informed with all issues that arise.• Put merchant charges and check requested for the manager when needed. • Continues account specific training for new and old agents.• Assist manager with special projects when needed.• Help managers achieve the departmental goals.

Birmingham, Alabama Area

Provide leadership by identifying, implementing and maintaining the chapter website, content, features, and other technologies that will support board goals and improve member services. Also managing all social media accounts, quarterly newsletters, and other public communications to further engage the chapter with the professional community.

Bs, Travel & Tourism Management/Sports, Entertainment, And Event Management

Leadership Training For Managers

Presentation Effectiveness

As, Business