Experience

Daryl Flood Relocation & Logistics
• Accounting Manager

  • Oct 2020 - Present


ROVIA LLC

• Travel Arrangements
• 1 - 100 Employee

• Sr. Accounts Payable Specialist

  • Apr 2019 - Sep 2020

  • Train, resolve problems, and assist with reviews of the accounting employees.• Compile, prepare, back-up and analyze various financial reports and statements to provide accurate, timely information to management• Conduct vendor audits to ensure payments and credits are properly applied.• Assist department manager with daily review of all outstanding invoices; prepare a daily report for payment team to release payments.• Supervise a team of accounts payable and accounts receivable auditing team, and the contracts team while conducting coaching, mentoring, and training.• Plan and execute team huddles and team building activities.• Collaborating with team to create a department SOP.• Work cross-functionally to ensure business practices are aligned• Ensure daily operations are functioning efficiently and within the specifications of the company assigned KPIs and SLAs. • Reconcile invoices and set up for payment Liaise with Product Development Specialist to ensure sufficient room block, ancillary, F&B and other services are secured and achieved commensurate with the bookings and requirements of the DreamTrips travelers. • Oversee reconciliation of invoices to rooming list and breakout all associated costs for In-Destination Department and Platinum. • Review contracts for discrepancies with RTP,• Work within a close team demonstrating a proactive "can do" and service orientated approach. Show less

• Trip Management Specialist

  • Mar 2018 - Apr 2019

  • Compile, prepare, back-up and analyze various financial reports and statements to provide accurate, timely information to management• Guides other departments by researching and interpreting accounting policy; applying observations and recommendations to operational issues.• Maintains financial security by establishing internal controls.• Conduct vendor audits to ensure payments and credits are properly applied.• Collaborating with team to create a department SOP.• Work cross-functionally to ensure business practices are aligned• Reconcile invoices and set up for payment Liaise with Product Development Specialist to ensure sufficient room block, ancillary, F&B and other services are secured and achieved commensurate with the bookings and requirements of the Anytime Escapes travelers. • Oversee reconciliation of invoices to rooming list and breakout all associated costs for In-Destination Department and Platinum. • Review contracts for discrepancies with RTP,• Work within a close team demonstrating a proactive "can do" and service orientated approach.• Back-up for supervisor during personal time off running daily reports and preparing daily funding needs for global trips.• Foster global vendor relationships. Show less



Liberty Mutual Insurance

• United States
• Insurance
• 700 & Above Employee

• Associate Customer Svc Representative Operations Support

  • Feb 2017 - Mar 2018

  • Assisted with Mentor for our new Hire Teams • Conducted Team huddles. • Share Best Practices with my team members • Understands aspects of billing systems as it pertains to policy coverage. Identifies and communicates transactions and impact to policy premium. Evaluates and makes decisions regarding exceptions to payment plan and fees. • Processing payments, refunds and adjustments. Makes alternate payment arrangements with customers as needed. • Provides excellent customer service by responding promptly to all inbound customer calls regarding personal lines policies, limited by geographic area and line. • Builds rapport with each customer. • Listens to customers' requests and inquiries. Works to retain policyholders who inquire about canceling through open listening, policy review of customer issues, and escalation to the appropriate team if necessary. • Interprets policy contracts to insured based on knowledge of Personal Insurance auto products. Identifies, understands and interprets customer needs to implement resolutions and makes recommendations for coverage enhancements. For features or products outside of auto, escalates the policyholder to the appropriate team. • Manages and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results. • Supports and participates in office or department programs and contests. Show less



Expedia

• Singapore
• Internet Publishing
• 100 - 200 Employee

• Supervisor Lodging Support Services

  • Feb 2014 - Oct 2016

  • Special Project – Collaborated, created, implemented and trained with fellow supervisor to create the Agent Awareness Program. The program focused on agent training on what changes occur in the company and what the agent could expect. The program assisted in agent’s confidence and boosted team moral. • Manage agent performance includes evaluating, monitoring, and coaching on performance.• Collaborate daily with peers and leadership to ensure consistency in processes and team morale.• Perform team meetings and morale events. Hold regular 1:1’s with agents for agent improvement in performance. • Assumed ownership over team productivity and managed workflow to meet or exceed service quality goals.• Managed workflow to exceed service quality goals.• Investigated and resolved customer inquiries and complaints in an empathetic manner.• A strong leader of customer support staff.• Facilitated inter-departmental communication to effectively provide customer support.• Trained staff on operating procedures and company services.• Provided accurate, specific and timely performance feedback for CSRs.• Identified individual development needs with appropriate training.• Resolved associate, tool and service delivery issues revealed by statistical reports. Show less

• Team Lead Lodging Support Service

  • Nov 2013 - Feb 2014

  • Investigated and resolved customer inquiries and complaints in an empathetic manner.• Adhered to all confidentiality requirements at all times.• Met all customer call guidelines including service levels, handle time and productivity.• Solved unresolved customer issues.• Assumed ownership over team productivity and managed workflow to meet or exceed service quality goals.• A Strong leader of customer supports staff.• Facilitated inter-departmental communication to effectively provide customer support.• Trained staff on operating procedures and company services. • Identified individual development needs with appropriate training. Show less

• Lodging Support Service Agent

  • Feb 2012 - Nov 2013

  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.• Recipient of multiple positive reviews acknowledging dedication to excellent customer service.• Ensure superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.• Asked open-ended questions to assess customer needs.• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.• Addressed and resolved customer product complaints empathetically and professionally.• Gathered and verified all required customer information for tracking purposes.• Defused volatile customer situations calmly and courteously.• Mastery of customer service management systems and databases. Show less