Angela Psychas
Ypsilanti,MI
Summary
Enthusiastic Operations Management with 38 years of experience communicating, planning, leading and improving activities to support successful business operations. Strategic in developing policies, managing staff and processes. Focused on motivating staff and working with diverse personality types to drive improvements.
Overview
21
21
years of professional experience
Work History
Vendor Contract Administrator
CWT
Ypsilanti, Michigan
06.2017 - Current
- HReviewed contracts by verifying accuracy and resolving discrepancies.
- Coordinated and managed internal projects and assignments to deliver seamless rollout.
- Documented specialized data and requirements to address business demands.
- Improved operations by showing clear connection between current policies and business results.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Tested hundreds of client contracts on a weekly basis.
Team Leader - VIP Desk
CWT
Ypsilanti, Michigan
01.2016 - 06.2017
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
- Developed loyal client base due to excellent listening and research skills and keen understanding of travel budgets.
- Responded to clients' questions, issues and complaints and implemented appropriate solutions.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Moved 10 clients from Red zone to Green zone
Real Time Manager
CWT
Ypsilanti, MI
02.2015 - 05.2017
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands. For 100 employees.
- Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
Lead Travel Counselor
CWT
Ypsilanti, MI
08.2008 - 03.2016
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
- Developed process improvements and long-term business strategies through analysis of customer feedback.
- Utilized understanding of exchange or reissue ticketing entries to avoid debit memos arising from incorrect ticketing or incorrect application rules and procedures.
- Applied fare rules equitably to effectively meet needs of diverse business clients.
- Regionally created logging of agent errors, debit memos to find root causes, using new technology to eliminate errors saving thousands of dollars.
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates, increasing repeat business [Number]%
Corporate Travel Manager
Navigant
Novi , Michigan
01.2003 - 08.2008
- Manages 38 employees
- Worked closely with top executives and assistants to meet compliance with strict business schedules.
- Responded to clients' questions, issues and complaints and implemented appropriate solutions.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Handled all aspects of client complaints by maintaining quality communications and establishing productive relationships.
Education
Travel And Tourism
Conlin Hallissey Travel School
Ann Arbor MI12.1983
Skills
- Process improvement
- Relationship development
- Problem resolution
- Analytical thinking
- Communications
- Project organization
- MS Office
- Training development aptitude
- Team collaboration and leadership
- Professional relationship building
- Airline GDS Sabre, Amadeus
Volunteer
Street Team Coordinator & Guest Services Manager, Live Nation – Country Festivals 2015- Present
- Assist in marketing for Faster Horses Festival
- Strengthened management and customer service skills
- Managed 25 volunteers for promotion of the festival
- Lead contact for promotion of the festival at venues
- Created new marketing ideas for promotion of events
- Worked with executives of Live Nation in facilitation of promotional material for the festival
University Lutheran Chapel, Ann Arbor Michigan
- Assist in making meals for church
Timeline
Vendor Contract Administrator
CWT
06.2017 - Current
Team Leader - VIP Desk
CWT
01.2016 - 06.2017
Real Time Manager
CWT
02.2015 - 05.2017
Lead Travel Counselor
CWT
08.2008 - 03.2016
Corporate Travel Manager
Navigant
01.2003 - 08.2008
Travel And Tourism
Conlin Hallissey Travel School