Sep 2015 – Jan 2018 · 2 yrs 4 mos · Nationwide

• Leadership level talent that was accountable for the end to end client experience and designing travel programs which operated efficiently and effectively. With superior leadership, communication and management skills, spearheaded a cross-functional team that continuously delivered on mutually agreed upon expectations and provided value propositions to our clients.
• An experienced leader and cross functional-champion who effectively collaborated with functional leaders to define expectations, articulate strategy, developed team members, and enhanced the support capabilities and performance so that the department were a competitive advantage to the clients.
• Overall, added value by improving the client experience, building smart and efficient travel programs whilst maintaining a consistent focus on performance, solutions, service delivery and responsibility. Initiated, developed and led sound strategic recommendations based on clear understanding of the client's business through client's objectives, industry knowledge and competitive monitoring.
• Key Attributes: People leader, experience centric, team builder, innovative, analytical, thoughtful, entrepreneurial, collaborative, bold.
• Added value to the Corporate Traveler / Client experience
• Comprehensive relationship owner
• Provided team with vision, strategy and leadership
• Enhanced and developed team members
• Provided consultative solutions to address client objectives
• Financial performance
• Developed strategic communication cadence that accentuates alignment, performance, management and solutions delivery
• Identified and progressed new business opportunities with existing client base

Jul 2012 – Sep 2015 · 3 yrs 2 mos · London, United Kingdom

• The CRM's role was to develop, retain and grow new and existing business by establishing multi level relationships with all clients. Working in conjunction with Operations and Sales to ensure the drive of profitability and increase the number of services and products provided to the client. The strategic intent of the program was to deliver a service experience which exceeded expectations.
• Managed a portfolio of 70 clients, with an annual total turnover of over £16 million
• A very strong ability to multi-task
• Designed successful outcomes utilizing Flight Center products and services for client requirements
• Provided a consultative / project management style approach to clients which resulted in an
• understanding and clarity on issues
• Presented product solutions, highlighting the benefits to the clients
• Presented a professional image of Flight Center Business Travel and the services offered
• Identifying stakeholders and decision makers within the business and delivered
• appropriate pitches / solutions relevant to their position / objectives
• Analyzed large volumes of information, identified trends and
• opportunities / risks and formulate into strategic business plan(s)
• Presented ideas & concepts logically and clearly in a way that was compelling and had impact
• Built rapport effectively to formulate relationships at all levels internally and externally
• Excelled Salesforce knowledge
• Proficient in MS Office products for analytics and presentations

Jul 2006 – Jul 2012 · 6 yrs · London, United Kingdom

• Led, managed and successfully made profitable four, multi team business travel agencies across London. Responsible for the oversight of sales and operations including staff management, income and expense management, budget setting and monitoring, setting business strategy and planning of the agencies goals, both short and long term.
• Set the tone and example for exceptional customer service and client engagement
• Responsible for hiring, developing, evaluating, rewarding and terminating people within the agencies
• Developed key strategies to increase the client base and practiced a sound client relationship management system to maintain them
• Analysis and actions on store P&L's to optimize profits
• Regular engagement with vendors to ensure industry knowledge was second to none
• Ensured optimum rostering to ensure coverage for business operating hours
• Mastered critical thinking skills to resolve customer issues, resolve intra-employee conflicts, supplier-related challenges and internal deadlines

Sep 2004 – Jun 2006 · 1 yr 9 mos · London, United Kingdom

Jul 2003 – Aug 2004 · 1 yr 1 mo · London Heathrow Airport

Jun 2001 – Jun 2003 · 2 yrs · Brighton, United Kingdom