Leading a multi-faceted team focused on event strategy and execution, enablement of digital marketing, enablement of content for Sales teams, providing market intelligence and insights to our business and running operations for our Customer and Marketing Organization.

Working across the enterprise to ensure delivery of value propositions and associated solutions to customers in the right way; to exceed their expectations, help them realize stated value quickly and achieve competitive advantage. Focus spans the customer journey to ensure optimal customer and internal readiness, positioning both our customers and Travelport for success with our solutions in terms of experience and commercial outcomes.

Driving the transformation of how our customers perceive Travelport by progressing continuous and sustained improvements in perception to attain improved customer loyalty. Partnered with business units and regional teams, fostering collaboration and cross functional working to set new standards of excellence in execution on our planned initiatives. Through practices/standards deployed in the change effort and by directly partnering with HR on employee engagement, fostered a culture of customer centricity at Travelport, modelling customer centric behaviors at all times, for both internal and external customers. Comfortable with the commercial implications of experience transformation, identifying and sharing ways in which better customer experience drives improved commercial performance for Travelport by retaining and growing existing customers and attracting new ones.

Leadership and focus on strategic definition and delivery of specialist support and service operations globally, associated with both traditional and online customer channels and the product portfolios they interact with. Encompassed specialist technical, functional and environmental support, customer implementations and customer training/learning support.

Led a globally located team delivering support and service to Travelport’s Developer customer community using our Developer Tools product portfolio. This support and service covered end to end engagement with customers from pre-sales through implementation to post production support. Led in partnership with Product and Technology leaders responsible for the Developer Tools product portfolio, and maintained strong relationships with Commercial colleagues in each region to ensure good understanding and support of market/region commercial goals associated with this customer group. Responsible for the Technical Communications function which played a critical role in driving customer self-sufficiency with our Developer Tools products; collateral produced by this team (in conjunction with support, product and technology as SMEs) is truly our first opportunity to meet a customer’s support needs and a critical area of focus. Responsible for the third level support of Travelport's point of sale products, ensuring deepest level of subject matter expertise was leveraged effectively to ensure resolution of customer issues or optimal escalation to technology for resolution. Fully accountable for ensuring delivery of world class support, in line with committed performance goals and with unwavering focus on continuous improvement. An executive champion for this customer community, influencing and driving product and process improvement to streamline and optimize the customer experience – even in areas outside of direct remit. Defined and led initiatives to improve customer self-sufficiency, through the recommendation of documentation ideas and tools that enhance the customers’ ability to support themselves.

Led a team of 20 Support Technicians with global responsibility for providing third-level support and collateral for products delivered by the Point of Sale Technology Portfolio:• Following integration with a competitor; merged a diverse group of resources from both Travelport and Worldspan organizations and built a high performing, collaborative and effective team, marching to common goals with a positive attitude and good morale.• Managed and mentored a geographically distributed team of 20 technicians supporting 50 Point of Sale (API/Desktop/Corporate) related products and services used by thousands of customers worldwide.• Extended a “premier” support model for strategic and high profile API/Messaging customers to successfully serve this customer grouping for the integrated Travelport organization.• Met and exceeded published SLAs for problem investigation and resolution for Premier API/Messaging customers.• Authored and executed a cross-training plan to build knowledge across the complete suite of Travelport API/Messaging products; key resources are now cross utilized in supporting Galileo, Apollo and Worldspan products.• Facilitated and staffed all requests for engagement of team resources to high visibility projects involving legacy and next generation API, Desktop and Corporate Products.• Renegotiated engagement of offshore vendor resources generating annual savings of $125k. • Successfully justified headcount and recruited for Technical Writer and API/Messaging Support roles.• Equipped team to provide full and effective support for ground breaking new API, Desktop and Corporate Products, including delivery of collateral to enhance customer self sufficiency.

Led a team of 15 Product and Technical SMEs providing project and product support and collateral for Galileo’s API, Point of Sale and Core products:• Built a strong and cohesive support organization assembled from multiple legacy teams.• Successfully delivered third level support for assigned products in line with customer expectations, internal escalation and prioritization processes.• Executed a staffing reduction-in-force and a “with cause” employee termination.• Managed cost center budget in excess of $100k.• Championed the delivery of API Developer White Papers to complement existing support collateral and improve customer self sufficiency.• Led a Lab Virtualization effort where an investment of $50k realized annual savings in excess of $150k • Successfully justified headcount and recruited for API/Messaging Support and Business Analyst roles. • With limited budget, organized four events that successfully boosted team morale.

Managed a team of Technical Writers and supplemental contract resources in addition to performing Business Management function for PMO leadership:• Managed Technical Communication resource engagement across 35 key Point of Sale and Host System projects.• Managed engagement of offshore vendor across multiple business process functions; executed budget/cost control with detailed reporting to multiple business units.• Alternate for Director of PMO during absences; performed Business Management role for PMO leadership.Technology Relationship Management of United Airlines:• Ensured successful delivery of 148 billable work requests to UA resulting in revenue of $200k. • Defined and authored UAL billing processes for SOX audit and compliance.• Provided comprehensive training and business process documentation pertaining to the technology relationship with United Airlines.Account Management for Offshore Vendor (IGTS) Hosting Business:• Managed a nine-month effort to refresh server hardware; resulting in improved uptime and environment stability.

Managed a team of technicians responsible for system conversions, automated solutions and custom services for customers and internal help desks; also production support and maintenance of business data mainframe systems (offline processing):• Managed delivery of custom services to Multinational Travel Agency customers generating revenue in excess of $230,000; goodwill services also generated savings to customers in excess of $350,000.• Led multiple projects to reduce overhead and direct costs or to improve operational efficiency.• Successfully negotiated and engaged third-party support for critical problem management system.• Project lead for the implementation of a bi-directional link between two disparate Problem Management systems.• Supervised the delivery of a new GUI interface and database enhancements for the Agency Debit Memo team.Management of United Airlines Business Support:• Managed development relationship with UA. Established a tracking process and mechanism for all UA Service Requests; ensured successful delivery of 84 billable work requests to UA resulting in revenue of $600k.Account Management for Offshore Vendor (IGTS) Hosting Business

Managed a team of technicians responsible for system conversions, automated solutions and custom services for helpdesks and customers:• Successfully integrated team into wider Enterprise Business Systems organization.• Delivered 30 automation projects of varying size and complexity in one year, realizing productivity savings in excess of 200 hours per month.

Project Manager responsible for leading and delivering multiple Enterprise Business Systems projects:• Project Lead for the design and implementation of a Front End for a major DB2 system. This project was successfully delivered within tight, contractually imposed time frames and under challenging circumstances, including the entire team being completely new to the system and data involved.• Co-led a Business Systems Consolidation Project, a major initiative to introduce common business systems across 19 Galileo Sales and Marketing Organizations world-wide.• Co-led a Sales Force Automation implementation, a high priority project to replace to sales support systems used by the North American Sales Force.

Analysis and control for departmental projects, budget, headcount and future work forecasts. Ensured and propagated conformance to standard business practices within development. Provided expert knowledge on the tools and methods used for project control and tracking to development managers, project leaders, and staff.• Project Controller for a major realignment of responsibilities within the development organization. This involved managing the successful transfer of over 200 projects and functions from the US to the UK within a four-month period.• Project Controller for numerous projects, ranging from 1000 man-days to 25 man-years in size, often impacting all major functional areas of the Galileo system.• Produced quarterly budget re-forecasts and capital budget submissions on an annual basis for a department budget of $9 million.

Analysis and control for departmental projects, budget, headcount and future work forecasts. Ensured and propagated conformance to standard business practices within development. Provided expert knowledge on the tools and methods used for project control and tracking to development managers, project leaders, and staff.• Project Controller for a major realignment of responsibilities within the development organization. This involved managing the successful transfer of over 200 projects and functions from the US to the UK within a four-month period.• Project Controller for numerous projects, ranging from 1000 man-days to 25 man-years in size, often impacting all major functional areas of the Galileo system.• Produced quarterly budget re-forecasts and capital budget submissions on an annual basis for a department budget of $9 million.

Supported and satisfied Senior Management requirements for metrics and publish monthly reports; maintained and tracked project plans and provided support/coverage for Sr. Project Controllers.

Serviced demands for management and other reporting. Designed new, and improved existing reports to satisfy QA need to measure cost, timeliness, quality and productivity in Product Development.

Provided technical administrative support to the Vice President - Product Development, and his organization.

Provided clerical support for Applications Development and Release 3 Project Office.