Norma Baker Email & Phone Number

Dallas, Tx

Responsible to manage, motivate and mentor Account Management team responsible for all aspects of strategic client management to ensure 100% corporate client profit, satisfaction and retention. Managed client relationships and profitability covering a $250M+ Global and multi National U.S.Focus on the client's business needs and collaborate with the account team to ensure the development and implementation of each account is executed successfully and the team exceeds in client retention goals. Meet with each client and discuss budgets, pricing and contracts, and drive new business opportunities. Provide strategic insight into competitor strategies, market trends, product offerings, and customer experiences by performing ongoing competitive and trend analysis. Successfully built and maintained key business relationships with key client executives.

Dallas, Tx

Primary liaison for U.S. and Global corporate accounts that represent $340 million in annual air volume. Effectively manage and develop key client relationships. Negotiate contracts which are profitable, operationally viable and offer growth for both TravelFocus and client. Serve as the primary point of contact for inquiries, planning and requests pertaining to existing corporate travel accounts and responsible for all aspects of maintaining client portfolio. Provide consulting services to new and existing customers to solve business issues and to inspire new products and services that will increase revenue, conduct sales calls to assigned accounts, support sales of new accounts, participate in customer related trade shows and social activities. Prepare business reviews, analyze business patterns and make recommendations on streamlining travel expenses. Maintain a profitable client base and continue to drive profitability through new product implementations and proven ROI results.

Dallas, Tx

Global management leadership of three global Fortune 500 manufacturing companies with a combined total of $220M in travel spend. Directed three global teams of Account Managers in the management of both clients. Led global implementations of new clients – one in 18 countries and the other in 28 countries. Client retention, contract negotiation, sales of products and services, financials, business planning and reviews, establishing relationships with key decision makers in multiple regions, staff coaching and development, business continuance and escalation of operational issues. Client consultation in global travel policies and cost savings initiatives.

Dallas/Fort Worth Area

Oversaw $10-15 million in sales. Developed marketing tools, negotiated vendor contracts, cost comparison analysis and ensured travel policy adherence. Conducted educational seminars for travel managers, arrangers and travelers. Identified and implemented technology to enhance productivity and reduce errors. Developed, strengthened and maintained relationships with customer at multiple levels.

Dallas/Fort Worth Area

Implemented, managed and maintained client base of $15 million in travel volume and a staff of 15. Improved productivity of call center employees by 80% with department specific implementations. Increased call agent productivity by 50% with development and implementation of workflow distribution. Monitored activities of operation and made recommendations for improvement. Developed strategies to maintain SLA’s, reviewed P & L and managed to budget. Maintained compliance of Standard Operating Procedures. Reviewed and reduced controllable expenses.

Dallas/Fort Worth Area

Conducted New Hire training. Coached/Monitored and mentored consultants on a daily basis. Implemented customer service database and training software. Implemented technology to increase productivity and reduce errors. Ensured all staffing levels were met. Liaison between corporate travel team and agency employees.

Dallas/Fort Worth Area

Travel Consultant for Domestic and International corporate travel. Managed corporate travel in call center environment with the utilization of comprehensive management techniques to meet varying client requirements. Selected as Team leader for newly acquired corporate account with approximate annual revenue of $15 million.