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Work Background
Flight Centre Travel Group, The AmericasTechnical Business Analyst
Jun. 2021 - Mar. 2024
Direct TravelQuality Assurance Analyst
Nov. 2019 - Sep. 2020
Deem, Inc.Product Manager
May. 2019 - Oct. 2019
American ExpressBusiness System Analyst
Jan. 2011 - May. 2019VirtualThe position is part of a team that is responsible for providing day-to-day operational support as well as long-term strategic direction to GBT's key Mid-Office system - Correx. Provide support to the mid-office system by working with the internal/external customers, support teams, and vendor partner to troubleshoot problems, identify fixes, and implement the fixes. Responsible to identify root causes for such occurrences and put a permanent resolution in place to prevent recurrence in the future.
- Manage enhancements from customer for new or change to mid-office functionality. Leading the requests assigned from initiation to implementation. Each request flows through a milestone based request tracking process. - Lead and support large projects that have significant re-engineering benefits. Working with cross-functional teams in a matrix organization to ensure that mid-office activities are aligned with those from other teams.
- Communicate effectively with requesters, stakeholders, and leaders in the organization to apprise them of initiatives - risk, accomplishments, and issues.
- Identify mid-office opportunities that will provide network wide benefits (Cost, CSAT, ESAT) and then execute on them.
- Participate in and contribute towards defining the overall strategy for mid-office technology platform. Also work closely with various internal interface teams to streamline any process, technology or communication gaps.
American ExpressTeam Leader
Jul. 2006 - Jan. 2011Dearborn, MIA Team Leader for American Express's After-hours solution is responsible for managing client relationships and leading the operations team. They develop a competent and motivated staff through effective hiring, coaching, evaluations, counseling and ensure that customer service expectations are met and maintained. The TL also cultivates relationships with appropriate customer contacts in order to be responsible and proactive to their needs. Familiar with Call Center Management (CCM)practices/principles; and Customer Driven Measures (CDM) - call monitoring, feedback and coaching sessions, identify trends for individual and team learning needs. Communication - act as the communication liaison to ensure staff management, customer and colleagues are well informed in order to succeed in their roles. Staff Development - Effectively coach and develop individuals to enable them to succeed in their jobs. Ensure that individuals function together as a team to service client needs. Handling multiple projects and prioritizing is essential to the success of the job
Boersma TravelVarious Positions
Nov. 1994 - Jul. 2006Ann Arbor, MIJuly 2006 – November 1994 – Various Positions
Management Experience – 10 Years Corporate Sales Manager / Operational Manager / General Manager
E-Commerce Manager
Vacation Sales/Business Development Manager
Office Manager
Group Sales Manager
International Sales Consultant
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