Airlink

Support the Head of IT in the long-term strategy of the business critical applications (including upgrades) as needed, execution of the committed portfolio of IT software application projects through functional and technical design, configuration, development, testing and implementation. To deploy new applications and solutions that have been prioritised by the business. 
To manage daily application support activities ensuring that the organisation can effectively use the pool of applications to deliver on strategic and operational targets.
To lead, plan, direct and control all activities related to business and application support analysts, change and release management, quality, and test management

IT Manager: Business Systems and Services

Senior Business Analyst

Atlantis Travel Group

Support the building of automation in front, mid and back-office business processes. Account development and Customer Service to Business Travel Online booking customers.

Online Solutions Manager

Startup tech company

Sales Consultant

Tech Solutions Specialist

Amadeus

𝗢𝘃𝗲𝗿𝘃𝗶𝗲𝘄
Managed the airline customer IT solutions portfolio to ensure the optimisation of all solutions and looked for upsell opportunities to further grow the portfolio. Ensured customer satisfaction, retention, and solution portfolio growth. Worked within an Account Management team.

𝗞𝗲𝘆 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝗮𝗯𝗹𝗲𝘀
⇒ Supported airline customers based in Southern and Eastern Africa regions.
⇒ Provided specialist knowledge and expertise on Amadeus solutions and products related to Airline IT and e-commerce.
⇒ Assisted Account Management identify and prioritise business opportunities.
⇒ Contributed to customer satisfaction, retention and upsell of the IT products and services by being responsive to customer needs and proactively proposing IT solutions relevant to the customers’ business.
⇒ Key member of the extended account team to ensure the right level of service to customers.
⇒ Provide quality and consistency of on-going service delivery for the full range of IT and e-commerce products and services.
⇒ Mobilise line organizations to assure delivery of Amadeus commitments in line with customer expectations.

𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 / 𝗣𝗿𝗼𝗷𝗲𝗰𝘁𝘀
⇒ Assisted a large customer with the migration from legacy online technology (API) to the up-to-date Webservice link processing. This needed to be coordinated in 3 critical sections: Online booking site, revenue management link and internal staff support. This project included reporting and delivery management to the head of Airline IT of Amadeus globally.

Airline IT Solutions Manager

𝗢𝘃𝗲𝗿𝘃𝗶𝗲𝘄
Understand local market (Southern Africa) travel agency IT solution needs and successfully source and implement ‘front office’ solutions into the local market. This included ensuring the solution was aligned to market requirements (tax laws, local market requirements and IT platforms), internal stakeholder presentations and training (e.g. helpdesk troubleshooting and support of the new product), and customer solution workshops. Once the product was successfully rolled out in the local market to track growth and adaption and manage evolution of the product. 

𝗞𝗲𝘆 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝗮𝗯𝗹𝗲𝘀
⇒ Built relationships with airline providers and assisted with airline issues that affected the market. 
⇒ Implementated Amadeus products into the local market (legal requirements, ensured local knowledge and support etc.)
⇒ Product Management for front office products.
⇒ Worked closely with the Marketing Team to communicate relevant updates to the market.
⇒ Presented workshops (Technology forums, Amadeus Champion workshops) consultative workshops for new and existing customers.

𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 / 𝗣𝗿𝗼𝗷𝗲𝗰𝘁𝘀
⇒ Amadeus Ticket Changer (automated calculation of ticket exchange). Extensive work had to be done to ensure that this product aligned with local tax/VAT laws. Engaged with local airlines to ensure they aligned/adapted to the required processes of penalty collection and fare rule processing. 
⇒ Connect: Migrated the entire region from the legacy distribution platform to the new Cloud Platform.
⇒ Amadeus Taxi Shuttle booking platform: Rolled out a new online booking platform for cars and taxi services. This had one of the most successful adaption numbers with South Africa being one of the top 10 performing countries in number of bookings made by travel agents.

Product IT Delivery Manager

𝗢𝘃𝗲𝗿𝘃𝗶𝗲𝘄
Helpdesk Southern Africa (Distribution). Supervised a team of 7 who supported subscribers on all functional first level enquiries/problems on Amadeus Distribution products.  Acted as a trusted advisor to both the customers and team members. (Helpdesk role: Amadeus customers’ first point of contact via phone and portal for support related to Amadeus’ local and central products, services and solutions and relay requests to 2nd level support. Handled high volume and low to medium complexity customer service requests and incidents with focus on keeping agreed service levels.)

𝗞𝗲𝘆 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝗮𝗯𝗹𝗲𝘀
⇒ Amadeus Customer functional support. 
⇒ Led Customer Support Executives.
⇒ Completed back-up for CSC manager and performed his/her duties in his/her absence.
⇒ Escalated complaints and serious issues (included interdepartmental coordination and low impact management decisions)
⇒ Monitored CSC performance on a regular and objective basis.
⇒ Provided support to account management.
⇒ Planned and presented customer workshops (nationwide).
⇒ Wrote customer communication (newsflash and blogs).

𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 / 𝗣𝗿𝗼𝗷𝗲𝗰𝘁𝘀
⇒ Instrumental support in Amadeus Market growth moving from 13% to more than 30%. We assisted with Customer workshops, Training of new customers as well as Floor-walking(hand-holding) for new customers for go-live days when they migrated.

Customer Service Team Lead

British Airways

Customer Service Agent

Various Schools in China

English as a foreign language Teacher 

IIE Rosebank College

Travel & Tourism Department Coordinator 

Pentravel

International Travel Consultant 

Travel Technology Delivery and Solutions Manager with 15+ years’ experience in both (GDS) Distribution Solutions and Airline IT – specialising in customer systems implementation and business optimisation. Added to this, 10+ years in various airline and travel agency roles, specialising in sales and customer service. 

With professional training in Business Analysis, Project Management, Customer Service and Business Writing, I offer key skills in:
✴️ Key Account Management
✴️ Review, analyse, and evaluate business systems
✴️ Technology Project Delivery and Implementation. 
✴️ Customer Service Strategy and business processes
✴️ Document Creation, written and oral market communication. 

My personal strengths include:
✅ Working within multi-location, multi-cultural teams and excellent interpersonal skills
✅ Problem solving, with ability to identify performance issues.
✅ Strong knowledge and experience in all aspects of the travel industry 
✅ Creative skills in Powerpoint, Photoshop and writing. 

Contact me for contracts to help build your SME travel business strategy, analysing where you are, and how to best position your platforms to fit your business goals. Take advantage of this exciting moment in the industry tech revolution to reset your foundations, and reposition your travel business to ensure short term success and long term sustainability.

𝗖𝗼𝗻𝘁𝗮𝗰𝘁
✉ Lindsay@LPOcreatives.com
📞 +27(0)82 373 2821 
✧.  https://lindsaypalmer.carrd.co/

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