Experience

Serko Ltd.

• New Zealand
• IT Services and IT Consulting
• 200 - 300 Employee

• Technical Solutions Consultant

  • May 2021 - Present

• Customer Optimisation Manager

  • Aug 2014 - Present

  Managing the complex Implementation requirements of a large portfolio of Travel Management Companies across Asia-Pacific.Multi faceted role that incorporates Administration Training, technical and configuration assistance, project work, End User training, and Client retention



Travelport

• United Kingdom
• Information Technology & Services
• 700 & Above Employee

• Account Manager

  • Dec 2013 - Jul 2014

  My primary role within the Commerical side of our business is to manage a portfolio of over 350 retail Travel Agencies across Queensland, South Australia, Tasmania and Victoria. My days include a steady flow of reactive work - assiting my customers with their accounting, GDS and product queries. It is during quarterly call cycles and every day phone and email communications that I am able to promote our product suites and work with my agents to fulfill their technology requirements. I also maintain the contractual resigns and negotiations. Due to the Inside-sales nature of my role it is crucial to build strong relationships with my customers, and I am able to retain their business by providing expectional customer service. No two days are the same!

• Technical Services Executive

  • Aug 2012 - Dec 2013

  My primary role was to troubleshoot and resolve all technical based queries relating to our GDS software, applications and mid back office system (CCTE). This is a highly technical role that requires an in-depth understanding of computer operating systems and hardware requirements, networking, agency setup and how our products integrate with all of these. I had to obtain these skills quickly, becoming highly analytical in all areas of my work. Learning the I.T skills had been challenging (but enjoyable!) since I had little to no experience with actual hardware prior to this role. Also,having come from a corporate travel environment, understanding retail customer workflow and requirementswas pivotal.I had been given the opportunity to utilize my organizational and customer service skills in the area of new site customer Implementation. Within this part of the role, I was able to network with various teams (including AU, NZ, UK and US), and have formed extremely strong rapports across the business. The Implementation role also requires people and project management skills – to prioritize tasks and be the point of contact for all new sites coming on board. Another facet of the role was to design process documents for both internal and external use.



American Express

• United States
• Financial Services
• 700 & Above Employee

• Product Support Specialist

  • Jun 2011 - Jul 2012

  Responsible for research analysis, root cause determination, bug fix testing and communication of technical issues – all related to corporate online booking tools. A tiered support structure, whereby my work time was monitored on a “case by case” basis. Time management was a must - having to become highly organized and accurately documenting my time via Salesforce and the PWA tools. Primarily I was the 2nd and 3rd level support between American Express and the OBT vendor Serko. We enjoyed a strong rapport and worked extremely closely in troubleshooting the technical issues that are affecting our clients. I engaged with the site deployment team on a frequent basis so that I could build on site configuration knowledge as this enabled speedier resolution, positively impacting the team SLA. The team consisted of three analyst and we supported four tools in total. As a secondary tool, I supported Concur OBT and shared the responsibility of the Axe Explore portal with my colleagues. Within this role, there were many challenges to overcome: - Limited product and process training: adapting to new team environment and increased responsibility - High complexity with several tools/ products, markets and GDS - Prioritization of workloads based on customer impact and urgency for resolution - Configuration of booking tool Serko and maintaining knowledge by way of monthly release notes and cross sharing of information from our deployment teams - Understanding the impact of changes to integrated systems on booking tools. - Managing internal and external client expectations regarding tool functionality - Fostering and managing relationships with external vendors and internal business teams - Remotely managed – Oslo, Norway then Houston, Texas.