I oversee STAY, BCD's comprehensive approach to hotel category management, managing 10+ top clients from onboarding through engagement. My role focuses on growth, retention, and cultivating enduring high-value relationships. I guide clients to meet contractual commitments, enabling them to access rebates and program investments. I enhance client understanding and usage of SAAS and XAAS through workshops, including value-driven sessions and strategy discussions.Utilizing data and… Show more I oversee STAY, BCD's comprehensive approach to hotel category management, managing 10+ top clients from onboarding through engagement. My role focuses on growth, retention, and cultivating enduring high-value relationships. I guide clients to meet contractual commitments, enabling them to access rebates and program investments. I enhance client understanding and usage of SAAS and XAAS through workshops, including value-driven sessions and strategy discussions.Utilizing data and metrics, I drive strategic dialogues across the customer lifecycle. Monthly reports and quarterly/annual reviews keep clients informed. I adjust strategies to hit targets, incorporating progressive tactics and new processes to enhance efficiency and expand hotel solutions.Within the CS leadership team, I lead strategic projects, develop roadmaps, and manage aspects like pricing and tiering. I offer consultancy, building connections with internal/external C-suite executives. Responsible for a substantial P&L, I aim to achieve revenue goals while diversifying revenue streams.I manage consultants for hotel sourcing and traveler engagement, fostering program adoption and influencing choices. Collaborating cross-functionally, I optimize technologies for value, like hotel price assurance and virtual payments. I seek to enhance E2E customer experience via digital self-services.Partnering with sales, I help construct and price RFPs, engaging early to establish rapport. I elevate brand awareness through advertising, emails, social media, and conventions. Close collaboration with marketing enhances impact. I identify and advocate for customer experience enhancements, boosting satisfaction.I establish and maintain a robust data/reporting framework for key KPIs. In essence, I orchestrate comprehensive hotel category management with a focus on client success, revenue growth, and continuous improvement. Show less

Oversaw extensive projects and supervised the rollout of specialized global technologies. These encompassed client data technology, application development and launch, administration of digital hotel programs, transitioning online booking tools, and tailoring custom reports.Conducted customer workshops to elicit needs. Notably, customized reporting and travel packages were tailored to encompass valuation, transactions, performance metrics, attribution, and bespoke… Show more Oversaw extensive projects and supervised the rollout of specialized global technologies. These encompassed client data technology, application development and launch, administration of digital hotel programs, transitioning online booking tools, and tailoring custom reports.Conducted customer workshops to elicit needs. Notably, customized reporting and travel packages were tailored to encompass valuation, transactions, performance metrics, attribution, and bespoke reporting.Provided backing for strategic endeavors within departments. This encompassed analysis, developmental work, user acceptance trials, and evaluations of data quality.Formulated comprehensive standard operating procedure (SOP) documentation to codify both new and established procedures.Managed project resources, including product owners, developers, account management personnel, and clients.Navigated stakeholder relationships effectively by ensuring continuous updates on project advancement, financials, and roadmaps.Recognized prospects to apply BCD products and subsequently forged strategies for product expansion.Implemented various tools such as STAY, TripSource, AgentSource, VPA, HPA, and NDC Cultivated customer success by refining user experiences, thereby aiding them in accomplishing their goals. Show less

• Leading Multi-Project Teams: Guiding teams to successful project completions and production releases.• Documentation Expertise: Crafting requirements, functional specs, test cases, user stories, and change requests.• Stakeholder Management: Managing, negotiating, and engaging with business stakeholders across all levels.• Collaborative Coordination: Collaborating with developers, testers, architects, and project managers.• UAT Leadership: Leading teams and… Show more • Leading Multi-Project Teams: Guiding teams to successful project completions and production releases.• Documentation Expertise: Crafting requirements, functional specs, test cases, user stories, and change requests.• Stakeholder Management: Managing, negotiating, and engaging with business stakeholders across all levels.• Collaborative Coordination: Collaborating with developers, testers, architects, and project managers.• UAT Leadership: Leading teams and conducting UAT across diverse environments - Mobile, Desktop, Front End, and Back End validations.• Test Strategy Development: Creating comprehensive test strategy documents, delivering daily status updates, and conducting walkthroughs.• Client Interaction: Communicating with clients and internal teams to address business challenges, issues, and opportunities throughout the SDLC. Proficient in Waterfall and Agile methodologies.• Business Analysis Excellence: Analyzing business data, converting requirements into functional specs, and advocating for client and internal needs within the context of organizational constraints.• Effective Communication: Capturing and illustrating internal client needs using standard business analysis tools.• Alignment with Goals: Ensuring congruence between business objectives and underlying needs. Identifying barriers to goal achievement and recognizing automation prospects.• Certified Scrum Product Owner (CSPO): Holds CSPO certification, demonstrating proficiency in Scrum product ownership. Show less

Technical Support Mastery: Provided second-level technical support for the American Express OTA portal across 13 global markets via the Switchfly website host. Proficient in addressing desktop and mobile bugs, including site configuration, translations, contracts, HTML coding, and adeptly diagnosing XML issues.Efficient Bug Management: Expertly managed bugs using ALM (QC), JIRA, and Rally for effective issue resolution. Identified, rectified, and documented bugs, ensuring seamless OTA… Show more Technical Support Mastery: Provided second-level technical support for the American Express OTA portal across 13 global markets via the Switchfly website host. Proficient in addressing desktop and mobile bugs, including site configuration, translations, contracts, HTML coding, and adeptly diagnosing XML issues.Efficient Bug Management: Expertly managed bugs using ALM (QC), JIRA, and Rally for effective issue resolution. Identified, rectified, and documented bugs, ensuring seamless OTA portal performance.Collaborative Escalation: Excelled in escalating, tracking, and resolving bugs with partners like Amex and inventory suppliers. Managed connectivity, API integration, and coordination with GDS, Hotel & Experience partners (Switchfly, SABRE, etc.).Critical Issue Liaison: Designated contact for critical issues and outages, initiating swift resolutions and informing internal stakeholders about issues and impacts.Testing and Quality Assurance: Played a key role in UAT, SIT, and BETA testing for new website versions and features. Managed testing timelines for 13 markets, prioritized and tracked UAT issues, and ensured resolutions with partners.Enhancing eCommerce: Provided vital support to eCommerce Capabilities team in launching new online travel features and markets.Sales Metrics Insight: Proficiently analyzed sales metrics, offering insights into product performance and market-specific sales for Air, Car, and Hotel segments.Effective Documentation: Produced precise documentation for business needs, aiding transparent communication and alignment.KPI Reporting: Created KPI trading dashboards using Switchfly, Omniture, and Adobe Analytics, conveying site performance visually.Project Management: Managed multiple projects, demonstrating strong organizational skills and timely delivery. Show less

• Troubleshooting website errors; carrying out UAT on new releases of website versions. • Reporting and data analysis - Working closely with Excel – creating/maintaining spreadsheets that show product/card sales MTD/YTD/YOY and forecasted sales figures. Knowledge of validation, conditional formatting and pivot tables.• This role also included amending, upgrading and the cancellation of bookings with systems SABRE (GDS) and Switchfly.• Producing ATOL figures to the… Show more • Troubleshooting website errors; carrying out UAT on new releases of website versions. • Reporting and data analysis - Working closely with Excel – creating/maintaining spreadsheets that show product/card sales MTD/YTD/YOY and forecasted sales figures. Knowledge of validation, conditional formatting and pivot tables.• This role also included amending, upgrading and the cancellation of bookings with systems SABRE (GDS) and Switchfly.• Producing ATOL figures to the controllership team – Without this information, American Express loses its licence to trade. Show less