Experience

Direct Travel

• Travel Arrangements
• 700 & Above Employee

• Manager, Travel Technology

  • Apr 2018 - Present

  Leading a team of travel professionals supporting the Concur online booking tool for corporate travel. This includes customer demonstrations of this product, implementing new sites, troubleshooting issues when contacted by users and providing reporting to the sale team. Leading a team of travel professionals supporting the Concur online booking tool for corporate travel. This includes customer demonstrations of this product, implementing new sites, troubleshooting issues when contacted by users and providing reporting to the sale team.



Uniglobe LGI Travel

• Canada
• Travel Arrangements
• 1 - 100 Employee

• Manager Online Support

  • Jul 2014 - Apr 2018

  Leading a team of travel professionals supporting the Concur online booking tool for corporate travel. This includes customer demonstrations of this product, implementing new sites, troubleshooting issues when contacted by users and providing reporting to the sale team. Leading a team of travel professionals supporting the Concur online booking tool for corporate travel. This includes customer demonstrations of this product, implementing new sites, troubleshooting issues when contacted by users and providing reporting to the sale team.



Unigloble Travel (Western Canada)

• Vancouver, Canada Area

• Regional Technical Support Specialist

  • Jul 2012 - Jul 2014

  Provide programming support for GDSX Compleat product, which is customized for Uniglobe offices and branded as UCQM. Also provide troubleshooting support when issues arise. Provide Concur support for Uniglobe offices in Western Canada, including account set-up and trouble-shooting. Also do customer demonstrations to support sales efforts. Provide script-writiting support for SABRE-equiped agencies in Western Canada for Uniglobe. Provide programming support for GDSX Compleat product, which is customized for Uniglobe offices and branded as UCQM. Also provide troubleshooting support when issues arise. Provide Concur support for Uniglobe offices in Western Canada, including account set-up and trouble-shooting. Also do customer demonstrations to support sales efforts. Provide script-writiting support for SABRE-equiped agencies in Western Canada for Uniglobe.



CTW Consulting

• Travel Arrangements
• 1 - 100 Employee

• Principal

  • Nov 2010 - Jul 2012

  Consulting work for the travel industry focussed on GDS issues (contract negotiation, contract analysis, conversion assistance) as well as Worldspan script writing. Consulting work for the travel industry focussed on GDS issues (contract negotiation, contract analysis, conversion assistance) as well as Worldspan script writing.



Team Costal Cycling

• Ride Organizer

  • 2010 - 2012



Merit Travel

• Canada
• Travel Arrangements
• 200 - 300 Employee

• Director, Business Integration

  • Oct 2009 - Oct 2010

  Ad hoc projects, including trouble-shooting ongoing projects. Recent projects included GDS, fares database and online booking engine problem solving and GDS script writing. Also do online booking engine data analysis. Ad hoc projects, including trouble-shooting ongoing projects. Recent projects included GDS, fares database and online booking engine problem solving and GDS script writing. Also do online booking engine data analysis.



redtag.ca

• Canada
• Leisure, Travel & Tourism
• 1 - 100 Employee

• Director, Business Solutions

  • Aug 2007 - Nov 2009

  Ad hoc projects, including trouble-shooting ongoing projects. Current projects include GDS negotiations, script writer, head of distribution department, new fares database and internet booking engine project.Renegotiated the company’s central airline reservation system resulting in incremental revenue of $9 million over four years. Main liaison with airline reservation system personnel to resolve issues raised by staff to ensure continued productivity. Led the successful conversion of the company’s airline reservation systems (SABRE to Worldspan) at 70+ locations in a 90-day time-frame. Led the design and build of new reservation systems programme (scripts) to streamline the reservation booking and ticketing process – increasing productivity by 20% and ensured compliance with provincial regulations (TICO). Led training on scripts, unique products (SATA ticketing) and online airfares database. Provided practical input from the operations and retail shop perspective for new online airfares database and provided analysis on airline reservation system (GDS) connectivity issues. Oversaw testing and lead training upon implementation of new system. Provided workflow and airline reservations system logic for online airfares booking system. Oversaw testing prior to launch. Provided ongoing analysis of GDS connectivity issues. With new system in place, sales increased 100% sales growth per month. Analyzed booking trends to provide feedback and spot when system broke down and provide solutions to issues. Show less

• Director of Flightline (Call Centre Operations)

  • May 2000 - Aug 2007

  In charge of all call centre operations for Travel CUTS. Oversaw three locations (Vancouver, Toronto, and Montreal) with a staff of nearly 20 agents and fulfillment staff. Implemented integration of local branch call overflow to call centre to support retail branches.Responsible for area sales, training, marketing, and business development. Grew business to $12 million dollars in annual sales, with three locations, and operating seven days per week in two languages. Deployed new call centre technology to improve customer service. Standardized processes that put a stronger focus on productivity. Show less

• Various

  • Jan 1986 - May 2000

  Various positions, starting with part-time work as file clerk, ticket delivery, postering on Campus. Progressed (1989) to travel agent, then to office manager (UVIC campus and UBC campus). Took on head office role to negotiate GDS contract and co-head migration to new GDS (Worldspan - 1998). Started fares database department (1998). Company scriptwriter (1992 - present).