Navan

Senior Manager, Global Operations and Service

TripActions

Senior Manager, Travel Experience

Manager, Travel Experience

Stericycle

Call Center Operations Supervisor

BCD Travel

Responsibilities include analyzing and proposing ways to improve efficiency and will be accountable for the overall project performance results. Duties include:
- Facilitate strategic problem solving sessions with operations personnel to work towards a zero defect goal in the area of reservation processing 
- Track and report on performance against goal, providing analysis with recommendation to improve performance and assist in decision making
- Keep all agent training manuals up to date or create additional training documents where needed
- Ensure all current processes are mapped out using Visio 
- Create and maintain library of all account-specific process maps
- Conduct monthly process evalutation to determine defect and provide recommendation for improvement
- Perform audit on all processes and make recommendations on how technology could be used instead of a manual process
- Monitor the effectiveness of quality solutions and makes recommendations for improvement when necessary
- Construct data analysis to support decision making and recommendations
- Create project work plans and result action plans. Ensure progress is made in line with project timelines
- Identify best practices in the customer experience and in operation efficiency from both in and out of the industry, be able to apply these ideas and concepts to our organization, develop plans and facilitate implementation of those best practices
- Manage client recovery efforts by understanding the requirements, gaps, and pulling in the necessary people to resolve the issue quickly and to the customer’s expectations
- Prepare risk assessments; establish contingency plans for risk areas
- Provide recommendations and solutions that take into account the nature of our organization, the relationship we have with others in our industry (our competitive edge), and our internal organization and culture

Manager, Process and Performance Solutions

Operations Supervisor

Travelocity Business

ACS Inc.

Customer Service Representative

Business Travel Specialist

Maritz Travel Company

Experienced Senior Manager with a demonstrated history of working in the call center, travel industry, and tech start ups. Skilled in Customer Support, Operations Management, Call Center Development and Operations.

Taplio

Ileana Sullivan'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;}Ileana Sullivan's Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Ileana Sullivan's Linkedin Analytics