~ Seeking opportunity as an Implementation Analyst where excellent project leadership, call center management, and supervisory talents will provide an immediate and positive impact. ~
Able to precisely define goals, uncover challenges, propose modifications, and drive solution implementation to achieve measurable process improvements.
Develop and execute strategic procedures and processes to optimize organizational performance; excel in call center management, account management, and customer relations.
Reputation for swift decision making skills and multi-tasking abilities; gracefully balance competing and concurrent demands.
Confident, congenial and tactical with exceptional analytical, prioritization, leadership, and presentation skills.
Demonstrate sharp business acumen, a collaborative work ethic, and a superior level of initiative.
Harness enthusiasm and energy to build and inspire teams, resolve conflicts, elevate morale, and steer personnel to achieve productivity excellence.
American Express Travel, head office in Omaha, NE, 2007 to present
Specialized Travel Consultant (Virtual)
Apply dynamic communication and interpersonal skills to expeditiously and accurately coordinate travel arrangements and reservations for clients.
Provide travel services for air transportation, hotels, and car rentals, consistently ensuring customer satisfaction and retention.
Advise and counsel clients on lowest available fares, exchange rates, and travel products/services.
American Express Business Travel, 1997 to 2006
Leveraged considerable organizational strengths to lead team in increasing business and maintaining top-notch client relations and customer satisfaction.
Exhibited excellent flexibility in managing onsite staff as well as geographically dispersed personnel nationwide.
Expanded revenue stream for company by spearheading RFP process for hotel program.
Enhanced technological operations and reliability by orchestrating business platform conversion.
BTI Americas, 1984 to 1997
Demonstrated outstanding management capabilities in training, developing, coaching, directing and supervising 50+ personnel.
Conducted regular performance evaluations and held frequent meetings to motivate staff.
- Formulated policies and procedures which increased productivity, service levels, and efficiency.
Steadily advanced through a series of promotions based on exemplary performance; earlier roles included Team Leader, Trainer, and Specialized Travel Consultant.
Six Sigma Green Belt
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