Highlights:
Displayed unsurpassed leadership and expertise in the $34M CMS/CCR Reservations IT Project
Partnered with American Express (Triple Mileage PRG/credit card)
Designed and launched a project management department consisting of seven project managers and seven coordinators
Played a vital role in the successful transition of the Frequent Flyer Department to Delta from an outside vendor
Selected by marketing managers to represent the field team in the redesign of the ticketing transaction process for Frequent Flyer redemptions, reissues, and accounting for 35 million program members
Implemented and led the first full-time work-at-home program at Delta Reservation Sales
CALL CENTER MANAGEMENT AND OPERATIONS
Directed and coordinated daily operational aspects of two in-bound Reservation Sales Call Centers consisting of three managers, 22 supervisors, and 650+ employees
Managed the budget activities for both centers TPA ($25M) and HSV ($12M) to fund operations, maximize investments, and increase efficiency
Served as a liaison between Reservation Sales / Distribution Planning operations and technology groups to ensure on-time delivery of projects while continuously establishing a mutually beneficial partnership
Worked collaboratively with Information Technology to develop new software to support the Frequent Flyer Program through automated tracking of promotions, offers, and redemptions
CUSTOMER SERVICE AND RELATIONS
Built and cultivated long-term quality relationship with clients to provide total satisfaction as well as to generate sales and new business opportunities
Regularly interacted with customers to provide information in response to inquiries about products and services as well as to address and resolve complaints within time constraints
Forged productive relationships with 15-20 SkyMiles program partners including American Express
Summary
