Experience

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  CWT Meetings & Events

  • Vancouver, Canada Area

  • Global Implementation Manager

    • Jan 2018 - Present
    • Vancouver, Canada Area

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  CWT - HP

  • Global Operations Manager

    • Aug 2012 - Present

    Provide progressive leadership to four direct reports in managing activities of global business operations to spearhead profitability, service and quality control for Hewlett Packard’s travel program. Monitor trends and patterns in business performance to identify problem areas and generate creative solutions to unravel complications, overcome problems and mobilize resources within a framework of continuous improvement.Responsible for Service Level Agreements/Scorecard metrics and supporting strategiesImplement client’s Meeting Services Standards, globallyWork closely with client leadership to design and develop strategic operational initiativesImplement and support management with new and creative process improvements, identify opportunities for productivity and reduced costs, ensuring ongoing customer service excellenceConduct regular feedback opportunities with staff and client contacts across the globe to encourage development and alignment; Hold monthly/quarterly and bi-annual meeting with key stakeholdersConduct tracking, measuring and reporting on collected data to enable improvements and centralize quality control to maintain consistency across all regions

  • Assistant Manager

    • Nov 2007 - Aug 2012

    Responsible for the daily operations of a5X 14 call-centre consisting of approximately 70 agents, ensuring delivery of travel management services to HP, one of the world’s largest PC company. Managed the workforce; hired, scheduled, monitored, coached and ensured staff met performance expectations.Liaised with the Global Travel teams to assess needs, implement policy and reduce travel expenditureLaunched new client initiatives by conducting research, laying-out process and educating staffEngaged with the other CWT centers in Poland and India to streamline processes and ensure consistent delivery of services, globally

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  CWT - Chevron

  • CWT Event & Travel Coordinator

    • Nov 2003 - Oct 2007

    Provided fully-integrated corporate travel, meeting and event management solutions to the North American Division of Chevron Corporation. Maintained a focus on combining service and value to minimize costs and optimize return on investment for Chevron, while working in this challenging call-centre environment. Liaised with Chevron personnel to assess needs; conducted research, designed and cost programs and itineraries; reviewed vendor contracts and identified cost-saving measuresWorked with suppliers to negotiate opportunities and leverage preferred supplier status Coordinated all aspects of the event from destination analysis and the budgeting process through to air travel, transfers, hotels, conference facilities, catering, audio-visual, etc. Assisted with the booking of international travel arrangements as requested

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  TED2003

  • Contractor

    • Oct 2002 - Apr 2003

    TED2003 - Monterey, CA, an annual convergence of the technology, entertainment and design communities. Scheduled and supervised 28 event volunteers: developed job descriptions and assigned responsibilities. Liaised with warehousing staff, hotels and conference centres to coordinate efforts and ensure that all event provisions, materials and supplies were on site as needed for the TED ConferenceDesigned and coordinated the production of signage, name badges and other collateralDealt with sponsors in relation to booth displays and off-site events; worked closely with key representatives from Reebok, Nike, Polaroid and General Motors Radisson Hotel, Burnaby, BC - Successfully represented this three-star hotel property as a Sales Manager. Focused on the corporate market and was responsible for developing and the execution of sales blitzes and other promotional events. Participated in tradeshows, solicited new accounts, conducted site tours and liaised with all hotel departments to manage service delivery.TELUS, BC’s Telecommunications Service Provider, Richmond

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  TELUS

  • Senior Travel Coordinator

    • Jan 1989 - Feb 2002

    Acted as a catalyst for positive change in the management and evolution of the company's Corporate Travel Division responsible for meeting and travel planning for 13,000 employees. Introduced procedural improvements and automated systems to increase productivity. Coached and mentored 12 team members to deliver superior customer service. 1989 annual volumes: $1-million; 2001 annual volumes: $10-million Received a Team Leadership Award in 1995 for outstanding contributionManaged relationships with vendors and suppliers; generated cost-effective solutions based on industry expertise and a sound appreciation for bottom-line issuesTrained and supervised staff; monitored job performance and provided feedback

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  Western Escapes The Packaged Vacation Division of Air BC

  • Contractor

    • Jan 1999 - Mar 2000

    Travel Product Development. This contract involved developing and implementing a marketing strategy to position the company for continued growth in Western Canada, Oregon and Washington State. Researched market dynamics and analyzed sales data. Negotiated with vendors to launch packaged solutions for key market demographics. Coached sales personnel. Prepared promotional materials including a brochure and flatsheets; developed binding contracts and established pricing points Maintained relationships with airline, hotels, car rental agencies, golf and ski hill resorts; established strategic alliances to further business development goals

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  Expo 86

  • Official visits

    • 1986 - 1986