Technical Implementation Manager

• Apr 2018 - Present

• Leading/managing online implementations from kick off to launch.• Configuration of online booking tools and client portal. • Consultation with clients to help recommend solutions.• Ensure that the service agreement between the client and Flight Centre is delivered in a way that ensures client satisfaction and client retention.• Resolving 3rd level support requests and quality control checks.• Keeping up to date with new developments of our own technology and the online… • Leading/managing online implementations from kick off to launch.• Configuration of online booking tools and client portal. • Consultation with clients to help recommend solutions.• Ensure that the service agreement between the client and Flight Centre is delivered in a way that ensures client satisfaction and client retention.• Resolving 3rd level support requests and quality control checks.• Keeping up to date with new developments of our own technology and the online booking tool functionality and updating the implementation process with the new functionalities.• Assisting with new internal online booking tool projects. Show more Show less

Manager of Data and Technology Solutions

• Feb 2017 - Apr 2018

• Provide extensive consultation with clients on travel data reports.• Manage the Data Solutions team to customize and analysis client travel data reporting.• Lead the implementation of iBank, reporting tool and TravelOptix, analytics tool.• Manage the Technology Solutions team to build, implement, maintain, customize and enhance online booking tool sites like GetThere and Concur.• Lead the implementation of Salesforce.• Salesforce Admin• Assist the sales team with the… • Provide extensive consultation with clients on travel data reports.• Manage the Data Solutions team to customize and analysis client travel data reporting.• Lead the implementation of iBank, reporting tool and TravelOptix, analytics tool.• Manage the Technology Solutions team to build, implement, maintain, customize and enhance online booking tool sites like GetThere and Concur.• Lead the implementation of Salesforce.• Salesforce Admin• Assist the sales team with the operational sales and demos. Show more Show less

Technical Product Trainer

• Jan 2016 - Aug 2016

Product Manager, Agent Tools

• Jun 2014 - Jan 2016

Client Services Manager - Airlines

• Aug 2013 - Jun 2014

Client Service Manager

• Mar 2012 - Aug 2013

A cloud-based Travel Management Platform for travel providers.• Manage Customer Implementation • Support and train customer on cloud-based travel software• Manage the relationship with the customer • Client retention and identify upsell opportunities • Help customers with data loading of Travel products for Online Travel • Help with integration of Partner Products with our system ex. HotelBeds, Viator and Cartrawler• Interface with integration team and management… A cloud-based Travel Management Platform for travel providers.• Manage Customer Implementation • Support and train customer on cloud-based travel software• Manage the relationship with the customer • Client retention and identify upsell opportunities • Help customers with data loading of Travel products for Online Travel • Help with integration of Partner Products with our system ex. HotelBeds, Viator and Cartrawler• Interface with integration team and management during the implementation process. • Resolve any customer issues and enter bugs• Interface with Product, Support and Development team Show more Show less

Implementation Manager

• May 2011 - Mar 2012

• Responsible for ensuring that the CRM is fully deployed, implemented and functioning correctly.• Support and train the customer with the CRM • Manage the relationship with the customer • Analysis customer Business needs and any upsell opportunities• Responsible for the overall satisfaction of the customer through the deployment process• Interface with integration team and management during the implementation process. • Test CRM before deployment and resolve issues or… • Responsible for ensuring that the CRM is fully deployed, implemented and functioning correctly.• Support and train the customer with the CRM • Manage the relationship with the customer • Analysis customer Business needs and any upsell opportunities• Responsible for the overall satisfaction of the customer through the deployment process• Interface with integration team and management during the implementation process. • Test CRM before deployment and resolve issues or enter bug. Show more Show less

Account Manager

• May 2006 - Nov 2010

“Contour” software - a travel management and distribution system for tour operators.• Analysis the business needs and any upsell opportunities for my Accounts• Provide customer support for issues related to “Contour” software - a travel management and distribution system for tour operators. • Log software bugs, including detailed instructions on replicating the problem.• Provide solutions or work around to resolve the issues.• Interface with software developers and technical… “Contour” software - a travel management and distribution system for tour operators.• Analysis the business needs and any upsell opportunities for my Accounts• Provide customer support for issues related to “Contour” software - a travel management and distribution system for tour operators. • Log software bugs, including detailed instructions on replicating the problem.• Provide solutions or work around to resolve the issues.• Interface with software developers and technical support personnel to determine best solution for the customer based on urgency of the requirement and the business need.• Test software bug fixes and new functionality performance and compliance.• Document software specifications.• Review and write software release notes for patches and major releases.• Present new functionality to customers at semi-annual Customer User Group• On-site help for International Customer to load customers travel products to Software and resolve set-up or bug issues. Show more Show less

Campaign Specialist

• Apr 2005 - Apr 2006

Account Service Representative

• Feb 2005 - Apr 2005

Customer Service Representative

• Dec 2003 - Jan 2005

• Responsible for interfacing with customers prior to and after sale. Develop and maintain positive customer relations to ensure customer requests are handled appropriately and in a timely manner.• Resolve Purchase Orders discrepancies with Customers, Inside Sales and Accounting.• Resolving System Downs for customers in a timely manner

Business Analyst

• May 2001 - Oct 2003

“Contour” software - a travel management and distribution system for tour operators.• Provide customer support for issues related to “Contour” software - a travel management and distribution system for tour operators. • Log software bugs, including detailed instructions on replicating the problem.• Interface with software developers and technical support personnel to determine best solution for the customer based on urgency of the requirement and the business need.• Review and… “Contour” software - a travel management and distribution system for tour operators.• Provide customer support for issues related to “Contour” software - a travel management and distribution system for tour operators. • Log software bugs, including detailed instructions on replicating the problem.• Interface with software developers and technical support personnel to determine best solution for the customer based on urgency of the requirement and the business need.• Review and write software release notes for patches and major releases. Show more Show less

Technical Product Specialist

• Nov 1999 - Mar 2001

• Handle customer support calls and troubleshoot customer-related problems.• Assist customer technicians with analysis and resolution of technical problems associated with operation of their GetThere-hosted website.• Escalate unresolved problems to Engineering Services Organization (ESO), Operations, and Web Production as necessary. Provide feedback to customer on open problem status.• Communicate known issues & proposed work-around to Product Services Organization… • Handle customer support calls and troubleshoot customer-related problems.• Assist customer technicians with analysis and resolution of technical problems associated with operation of their GetThere-hosted website.• Escalate unresolved problems to Engineering Services Organization (ESO), Operations, and Web Production as necessary. Provide feedback to customer on open problem status.• Communicate known issues & proposed work-around to Product Services Organization (PSO),Technical Services Organization (TSO) and end user support teams.• Submit, track and follow-up product enhancements and customer specific development requests with Product Marketing.• Troubleshoot problems with CRS for example Worldspan, Sabre and Apollo. Show more Show less