jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom summary apply 24 years experience american express communication facilitation quality leadership challenging role team member leader communication trainingdevelopment survey analysis well call monitoring analysis american express strenghts excellent communicator strategic thinker dynamic problem solver customer satisfaction survey sme subject matter expert survey designer relationship builder operations quality analysis sme subject matter expert key facilitator trend identifier highlights business process improvement advanced excel modeling business systems analysis integrated reporting information system iris accomplishments scope project definition strong communication skills project management designed surveys conducted tabulated numerous surveys utilizing advanis survey tool include annual key contact survey 3rd party booking tool survey ips annual survey several individual focus group surveys led 10member esatemployee satisfaction team improvement team increasing quality dimension resulting year year 18point improvement assisted designing account watch program trained staff increase customer satisfaction survey results coaching managers improvement current projections indicate meeting goal 3point improvement 2013 designed continued maintain new web based customer service issue reporting online offline business travel reservations member team created great call experience leaders associates provides situational verbiage solutions improving call experience business travel clients created focus group questions determine audience awareness american express brand developed communicated monthly updates service initiatives portfolio accounts business travel including reporting trend analysis forecasting opportunity recommendations analyzed customer survey verbatim comments regarding offline service online booking tools identifying opportunities partnered third party products impact satisfaction scores presented data senior leadership resulting changed process reduction american express write offs key partner several six sigma green belt black belt projects provided data utilized process mapping solution finding improve service reduce expenses online offline business travel proactively trended forecasted 85000 potential savings identifying accountability individual coaching opportunities avoid future write offs mentored new analyst currently performing g2 level advised account development opportunities recognized 2002 achievements trendsetter award experience 2001 current business analyst slalom seattle wa designed surveys conducted tabulated numerous surveys utilizing advanis survey tool include annual key contact survey 3rd party booking tool survey ips annual survey several individual focus group surveys led 10member esat improvement team increasing quality dimension resulting year year 18 point improvement assisted designing account watch program trained staff increase customer satisfaction survey results coaching managers improvement current projections indicate meeting goal 3point improvement 2003 designed continue maintain new web based customer service issue reporting online offline business travel member team created great call experience leaders associates provides situational verbiage solutions improving call experience business travel clients created focus group questions determine audience awareness american express brand 1999 2001 team leader 1999 1999 eurofins scient prospect hill nc managed daytoday corporate travel operations three phoenix onsite locations tucson business travel center led team 19 travel counselors dedicated providing business travel arrangements contracted clients call center onsite environment developed competent motivated quality oriented staff effective hiring evaluation coaching training resolved customer service issues internal external customers charge implementation several accounts value 5m acted primary focal point implementations including selection training staff accountable financial management offices include general ledgers control panels report cards tab fee verification onsite coordinator american express one city state management development coaching five directreporting floating travel agents staff planning vacation bids sick coverage 22 phoenix tucson area onsite offices administered sick call line daily basis assigning floating agents appropriate onsite office locations lead counselor asu sports team travel 1997 1999 asu athletics american express city state responsible managing sports team travel arizona state athletics 21 teams include sporting events recruiting campus visits personal travel athletes coaching staff administration worked closely asu ica staff members ensure timely accurate adequate travel accommodations made maintained revised necessary directly responsible negotiating fares airlines hotel car vendors worked closely airline sales representatives special situations meet specific needs travelers serviced asu alumni association postseason travel ie rose bowl college world series ncaa basketball tournament well asu organizations sun angel foundation ondeck circle etc professional courses certifications 1989 associate arts travel hotel management ait travel management school phoenix az graduated top 1 travel hotel management course speak read fluent german