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American Express - Client Services Manager Large Market Resume Example

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Elijah Anderson
XXX XXXXX XXXX , Felton , CA 95018 | (H) XXXXXXXXXXXX | XXXXXXXXXXXXXXXX
Professional Summary
Customer-focused  travel manager with demonstrated ability and experience in servicing platforms and product implementations, ensuring client satisfaction.
Skills
  • Operations management Project management P&L management Contract management Cost reduction Recruitment and talent development Team building Multi-site operations expert Results-oriented Mergers and acquisitions
Experience
Client Services Manager -Large Market 07/2002 to 11/2006
American Express San Jose, CA

Manage Large Market, Multi-National client portfolio in SFO bay area,  responsibility for managing regional and Global travel programs.
+ Execute opportunities that will have global strategic impact and provide gain-share potential as well as deliver cost savings and  customer experience enhancement opportunities through process improvements, configuration change and ensures bilateral compliance of Corporate Travel Agreement.
+ Coordinate the appropriate resources and leverage them on the clients behalf (i.e. communications, IT, operations, global products, information data delivery, finance, legal, technology).
+Establish performance metrics to monitor and evaluate service and customer satisfaction, participates in quarterly reviews and year end reviews. Evaluate trends in travel expenditure and processes, consulting with on results of data analysis and industry developments and work with key team members in service delivery, training and development,Technology,supplier relations.
+Built and maintained solid relationships with customers, Global Travel Managers and C-level executives to set strategy and plans for the execution of the clients global travel program and  goals.

Team Leader 12/1997 to 06/2002
American Express/Lockhead Martin Santa Clara , CA
Accountable for delivering outstanding service by leading, communicating and implementing a service delivery strategy for the Lockhead Martin travel program. With a key focus to develope,oversee service delivery program , driving account policies and deliver savings.
+ Lead, manage the productivity and customer service performance of the 47 person onsite team to capitalize and maintain goals, acheive contracted performance targets, productivity, and great call experience.
+Ensure consistency of training, operational procedures and processes, provide feedback to team members and ensure consistent traveler experience with service delivery.
+Coordinate with global teams to ensure global technologies are utilized including GDS desk top, profiles,online booking tool and drive consistency to enhance the client travel program.
+Actively support the operations team in steering the account specific supplier programs to drive maximun savings by ensuring full understanding and knowledge of the travel progrram.
+Lead operational projects, consult, analyze and identify training needs and make recommendations for the training of those teams and foster operational unity and alignment to maintain a operational team which is focused on sharing operational successes, from technology to processes and procedurres.
+Established performance metrics to monitor and evaluate service and customer satisfaction.
Manager/Owner 06/1989 to 07/1997
Travel Technique Santa Cruz, CA
Owner/Manager of a large, profitable travel agency with network of leisure and corporate business.
+ Manager within the business and responsible for the day-to-day management of the travel office, 8 full time travel counselors and their associated client travel requests, ticketing,  financial commission and  P&L.
+Experience in managing projects, promotions, and clients travel programs.  Building a business from student travel  to a growing corporate travel program.
+ Extensive knowledge of travel industry, ARC, IATA and airline ticketing, tour companies, consolidators, Car and Hotel programs,and travelers insurance.
+ Maintained an ongoing Travel Agent Educational program, schooling students with a 12 week travel agent program.,upon completion of all training for Travel Agent certification.
+Experience with Managing suppliers including negotiating complex travel contracts, including agency, air, hotel, rental cars, travel technology tools.
+Demonstrated personal excellence by showing personal determination and resilience and  is optimistic in changing circumstances.
Manager Global Service Delivery 03/2007
American Express/Applied Materials Santa Clara, CA

Accountable for delivering outstanding service by leading, communicating  and implementing a Global service delivery strategy for the Applied Materials Global Travel program. To drive this strategy into defined tactical actions to maximize the business travel value proposition while meeting the needs of our client. The key focus is to develop, oversee the Global service delivery program, driving account policies to deliver savings as well as optimizing the process efficiencies for our company and this Client.

+ Lead, manage the productivity and maintain the oversight of the servicing platforms to ensure that we are meeting all servicing, data and compliance expectations for the North America Applied executive on-site, regional BTC call center and Northeastern Applied on-site office with client specific travel programs.

+ Manage the service consistency across global markets and drive continuous process improvement, translating the service strategy into actions in 11 country locations for the customers Global travel program.

+ Established partnerships with key business constituents and the customer Global Travel Director in order to ensure effective implementation of all initiatives, strategies, technology deployment, products and services.     

+  Responsible for contributing to business planning, executive reviews, QBR and annual reviews, pricing strategies, ongoing P&L management, and business negotiations. Partner with Applied Global Travel Director for all vendor negotiations, air, car and hotel programs, contracts and quarterly reviews.

+Ensure accurate client travel policy interpretation and implementation for high performing teams, ensure consistent traveler experience and client service delivery globally.

Education
Master of Arts: Art History Education Jan 1979 San Jose State University - San Jose, CA
Bachelor of Arts: Education Jun 1976 NorthWest Missouri State University - Maryville, MO
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Resume Details

This is a real resume for a Client Services Manager Large Market in Felton, California with experience working for such companies as American Express, Lockhead Martin, Travel Technique. This is one of the hundreds of Client Services Manager Large Market resumes available on our site for free. Use these resumes as templates to get help creating the best Client Services Manager Large Market resume.

Previous Companies:

  • American Express
  • Lockhead Martin
  • Travel Technique

Previous Job Positions:

  • Client Services Manager Large Market
  • Team Leader
  • Manager
  • Owner
  • Manager Global Service Delivery

Schools:

  • San Jose State University
  • NorthWest Missouri State University

Level of Education:

  • Master of Arts
  • Bachelor of Arts

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