Carl Schiel Email & Phone Number

Wilkes-Barre, Pa

• Project Management – Responsible for kicking off new connections between a distributor and a supplier, documenting all aspects of the connection regardless of how they are connecting, and facilitating a kickoff call to gather all requirements for our engineering teams. Keeping timelines accurate, and providing documentation and support once a connection is live.• Attend regular meetings with partners to ensure their connectivity needs are being met and project timelines are being shared. Holding regular calls and face-to-face meetings, developing new business opportunities with existing clients, maximizing existing connections and ensuring continued improvements and growth.• Writing detailed statements of work, engineering requirements, and user cases.• Provide guidance and assistance to our support team that handles the day-to-day maintenance of connections.• Work with our support team to identify trends and issues.• Being knowledgeable about all aspects of connectivity and available services as well as industry trends so appropriate solutions and technology can be shared with clients.• Be a point of contact for any escalated connectivity issues 24*7• Identifying and assigning priority to reported issues, writing up business requirements for the bugfixes

• Responsible for the account management for all customers using the DerbySoft GO (Standardized Pull) Connectivity for the Americas/CALA region.• Joined our business development team on calls and provided connectivity details when needed.• Educate and guide distributors on connectivity industry standards and terms, identify areas for improvement with the ultimate goal of growing their connectivity business and drive more bookings through DPlatform.• Directing the implementations team and engineering to set up new connections to meet client’s needs.• Developed detailed reports and Dashboards in Kibana and trained our team on how to effectively use DS’s reporting tools.

Pittston, Pa

• Responsible for producing several high profile reports deliverable to project management and government clients. • Collaborate with project management, subject matter experts, and government clients to develop business processes that streamline current processes and continually improve reporting efforts. • Lead the effort to improve data collection project-wide, increasing to increase client confidence through transparency and increased accuracy.

Wilkes Barre, Pennsylvania

• Analyze property updates supplied by global and national hotel chains to ensure that the price changes, promotions, and inventory are loaded correctly into our internal system. • Become proficient with Sabre and other Travelocity systems to become a point of contact for internal employees and hotel chain managers to find a solution when something is not displaying properly on site. • Collaborated with senior leadership to develop ways to increase efficiency by automating current processes. The success of this effort increased the efficiency of processing a hotel update by 95% while also increasing the accuracy. • Developed bots and automated tasks to shop and view hotel data from external websites.• Maintain internal Microsoft SharePoint site for Global Operations.• Develop and maintain PHP and Visual Basic applications used for task automation.• Lead the effort to systematically map the data in Travelocity’s Global Hotels Database against Expedia’s Affiliate Network. I also assisted in other special projects leading up to the transfer of Travelocity’s Hotel operations to Expedia.

• Solved client escalations both verbally and via email.• Fostered a nurturing team environment while meeting service metrics.• Created reporting spreadsheets to be utilized by the operations team which tracked KPI performance.• Assisted our client with data analysis, interpretation, and document presentation for various projects.

Pittston, Pa

perform quality monitoring; coaching and motivating my team of customer service representatives; handle escalated customer issues and queries; communicate promotional changes to staff by having meetings; attendance tracking; coordinate customer mailing for notices; staffing and workforce management duties. Most importantly, ensure every contact we have with a customer is done in a relationship-building, yet professional, way

Wilkes-Barre, Pa

perform quality monitoring; coaching and motivating my team of customer service representatives; handle escalated customer issues and queries; staffing and workforce management duties; time keeping in Kronos; identifying training metrics; creating action plans; training; call monitoring; develop and maintain intranet site for the Kraft program; Organize monthly incentives to keep staff motivated

Electrical Engineering, Physics

Activities and Societies: Robottics Club, IT Help Desk

High School Diploma, High School/Secondary Diplomas And Certificates

Activities and Societies: Newspaper Editor, Web Content Administrator, Junior Engineers Technical Society