American Express Global Business Travel

Sair Collective

Chapel Hill, NC. SAIR is a DEIB consulting firm providing assessments, training, coaching, and membership products to a variety of organizations - from the Fortune 100 to non-profits. 
Oversaw design, development, and deployment of 5 major DEIB assessments. Consulting projects included:
- Assessing the readiness of the Fortune 500 transportation sales team to embrace DEIB concepts and measuring current inclusion and belonging. 
- Analyzing cross-racial interactions at a continuing care and retirement community with 600+ primarily white residents and 400+ primarily POC care providers. 
- Assessing belonging at a regional Behavior Health Care company with 2000+ employees distributed across field sites in two states. 
- Detailing inclusion and equity opportunities at a clean energy startup with 100 remote employees. 

Led development, design, and delivery of 40+ DEIB custom trainings. SAIR developed custom hybrid training on Kajabi, Searchi, and Howspace platforms. Primary facilitator of all SAIR’s live workshops and discussions. Subjects Included: Cisgender Sexism, Microaggressions, Fatphobia, Neurodiversity Disability and Chronic Illness, Saviorism and the Mission Driven Organization, Cultural Humble Facilitation and Mediation, Belonging During A Layoff, Classism, Gaslighting, Trauma Informed Classroom Management, Developing Inclusive Curricula. 

Developed the Belonging Circle, SAIR’s membership for DEIB practitioners, which consists of toolkits and blueprints for DEIB initiatives, skills development, and ongoing management of DEIB department responsibilities.

Co-Founder

In my current position I focus on coordinating planning, process reengineering, business systems analysis, and product management initiatives in collaboration with globalized professionals. Part of my role is to orchestrate product support operations and offer 3rd level support. I operate from multiple diverse offices and function remotely as necessary.
• I directed the modernization of outdated systems, tools, and processes as Strategic Planning and Global Product Manager
  ◦ Lowered costs and optimized operations through system consolidation
  ◦ Reduced system outages by 17% with a global implementation of Travelport
  ◦ I globally integrated Sabre systems, retraining over 8000 remote employees
  ◦ Subject Matter Expert for the implementation of Hogg Robinson Group
• As Process Engineer I delivered end-to-end Visio maps for the Global Client Billing Department, minimizing operating costs of a non-standardized global billing system
  ◦ I recovered $87K in revenue loss and produced more than $900K in savings, leading to a standardized system that automated processes and avoided $1M revenue leakage
  ◦ I reduced average user handle time by 12% and established a higher functioning tool after generating a globalized team to identify 425 requirements for the new build
• I boosted transaction processing time by 118 seconds with a work share process that provided constant coverage without staff increase as Business Systems Analyst and Global Sales Support
• As Global Analyst I avoided over $25K in penalty fines with innovative changes and an activity reporting and tracking system for forecasting, benchmarking, and auditing staffing requirements
• I recouped more than $35K in lost revenue, reduced agent error spend by 20%, and integrated an automated recovery process as Global Hub Accounts and Quality Analyst
• I generated $50K in year over year client savings through strategic hotel selections, obtaining a perfect audit rating and nine quality awards as Travel Counselor

Global Product Manager, Agent Desktop 

Tasked to reduce operating costs for a non-standardized global billing system, I provided end-to-end Visio mapping for the Global Client Billing department, identifying and recovering $87K in revenue loss in 2018 with additional savings of over $900K.  This effort enabled GBT to develop a standardized system that resolved over $1MM in revenue leakage and automate manual processes.

The application used by travel agents for our large-market clients was over 20 years old and would no longer be supported.  I formed a team of global agents and coached them to identify 425+ requirements while they used the new tool in a DEV/OPS environment.  We retained all clients and employees while creating a new tool with increased functionality and lowered the average handle time of the user by 12%.

To promote career advancement, I developed a mentoring system.  My method was so successful that within the first 13 months 3/5’s of my mentees reached their career related goals while we drove significant technology developments that benefitted GBT’s global operations. Three years later, there is how an established network with a member in almost every department.

Process Engineer, Product Manager - Process Engineering

Managed and performed 3rd level Product Support and Vendor management for more than six products.
Designed a work share process to enable 24/7 coverage without staff increase and saved 118 seconds processing time per transaction.

Business Systems Analyst, Product Manager - Global Systems Support

Implemented changes that avoided $28,000 of penalties in the ticketing process

Created an activity tracking and reporting system widely used to forecast, benchmark and audit staffing needs

Business Systems Analyst & Product Support, Global Systems Support - Temporary Role

Identified and recovered over $35,000 in lost revenue and transformed the loss into an automated recovery process
Realized a 20% reduction in spend for agent errors

Senior Rate Agent & Support Desk Quality Analyst - Operations

Found $50,000 year over year savings for my clients by optimizing hotel selections 
Attained a perfect audit rating including 9 separate quality awards

Corporate Travel Counselor

Whether it is managing change, products, processes or people, my successes are because of this passion I have about how people experience life at work.

Taplio

Carter Emerson's Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Taplio

.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Carter Emerson's Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Carter Emerson's Linkedin Analytics