Christopher Robertson
Solana Beach,CA
Summary
Experienced travel industry professional with a proven track record in travel management, including comprehensive expertise in overseeing travel policies, managing corporate travel budgets, and ensuring compliance with travel regulations. Proficient in leveraging travel management tools and technology to optimize processes and deliver seamless booking and travel experiences for clients. Adept at fostering collaboration across cross-functional teams, engaging with travel vendors, and effectively communicating with upper management. Skilled in building and nurturing strong relationships and partnerships to drive success and achieve organizational objectives within the travel industry. Exceptional Operations Manager focused on successful team building, cost-cutting, and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
22
22
years of professional experience
Work History
Operations Manager
Amex GBT/Lawyers Travel
San Diego, CA
03.2018 - 03.2024
- Managed day-to-day operations for the corporate travel programs of leading law firms.
- Led high-performing teams that consistently surpassed company KPIs, driving a remarkable 96% customer satisfaction rate.
- Facilitated enhancements in processes, resulting in increased productivity and improved team efficiency.
- Led the implementation of new technology and processes, resulting in successful change management initiatives.
- Conducted comprehensive training programs, facilitating seamless adaptation to new systems.
- Maximized employee engagement through delegation of additional responsibilities to foster personal and team growth.
- Successfully transitioned to a more efficient Smart Booking Platform and hotel reservation program, optimizing the accuracy of bookings.
- Enhanced team performance and customer service through the design of a Standard Operating Procedures manual.
- Produced daily reports highlighting client CAO's travel activity, focusing on preferred vendor usage and policy compliance.
- Conducted bi-weekly client calls to assess travel activity, spending, and policy compliance.
- Managed billing reconciliation for client billable and non-billable travel expenses.
- Safeguarded and managed travel expense tracking through invoice monitoring.
- Collaborated on the development of effective company travel policies
- Achieved a cost saving of $300K by reducing the number of unused nonrefundable tickets, while successfully implementing UATP cards and soft dollar programs with airlines.
- Cultivated lasting client relationships by resolving issues effectively and communicating dynamically.
- Collaborated with clients to identify needs, preferences, and ensure personalized satisfaction.
- Delivered outstanding customer service by promptly and effectively addressing concerns and issues.
- Collaborated with internal Meetings, Events, and Trial Teams to report on and administer existing projects.
- Managed group air bookings for annual company events with 250+ attendees.
- Coached and mentored account administrators, secretaries, and travelers on TMC products, including online booking tool, reporting tool, and travel reservation procedures.
- Conducted 1:1 conversations and performed mid-year and annual performance reviews, offering feedback and recognizing coaching potentials.
- Streamlined processes and implemented cost-saving measures to enhance operational efficiency.
- Effectively utilized Concur, GetThere, and Neo to streamline operations related to online booking and expenses.
Operations Supervisor
Ovation/Lawyers Travel- Latham & Watkins LLP
San Diego, CA
09.2007 - 03.2018
- Monitored staff performance and provided feedback for improvement.
- Identified areas of improvement and developed strategies to increase efficiency.
- Prepared reports on operational performance metrics and presented them to management team.
- Trained new employees on proper job functions and company policies and procedures.
- Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.
- Maintained accurate records of employee attendance and performance reviews.
- Conducted regular performance evaluations, providing feedback and development opportunities to staff.
- Assisted in the hiring process by conducting interviews and making recommendations for new hires.
Corporate Travel Consultant
Ovation/Lawyers Travel- Latham & Watkins LLP
San Diego, CA
09.2002 - 09.2007
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
- Built strong client relationships through exceptional communication and personalized service.
- Addressed unforeseen challenges during trips by coordinating alternative arrangements or providing necessary support.
Education
Certificate - Travel Industry
Skills
- Travel Policy Development and Management
- Corporate Travel Budgeting and Cost Control
- Travel Management Tools and Technology
- Vendor Negotiation and Relationship Management
- Cross-functional Team Collaboration
- Unused Ticket and UATP card Utilization
- Training and Staff Development
- Data Analysis and Reporting
- Proficiency with Online Booking and Expense Tools (Concur, GetThere, Neo)
Timeline
Operations Manager - Amex GBT/Lawyers Travel
03.2018 - 03.2024
Operations Supervisor - Ovation/Lawyers Travel- Latham & Watkins LLP
09.2007 - 03.2018
Corporate Travel Consultant - Ovation/Lawyers Travel- Latham & Watkins LLP
09.2002 - 09.2007
Travel Experts Training School - Certificate, Travel Industry