MALISA GERVASIO
Global Operations And Travel Expert
Holicong,PA
Summary
Global Travel and Expense leader with a proven ability to optimize corporate travel programs and manage SAP Concur operations, complemented by extensive knowledge of travel logistics. Demonstrated success in developing robust policy frameworks, driving automation initiatives, and achieving significant global cost savings while maintaining compliance standards. Expertise in collaborating with cross-functional teams worldwide to enhance efficiency and governance within high-volume travel programs. Committed to leveraging this extensive background to elevate travel management strategies, improve team coordination, and address complex challenges to support organizational objectives.
Overview
14
14
years of professional experience
2
2
Certifications
Work History
Senior Travel Coordinator & US Manager
Semrush
06.2020 - Current
- Drove complex change initiatives, such as building the first global travel and reporting program in 13-year company history (pre-IPO) unifying policy, procedure, and reporting across the all markets.
- Led cross-functional teams through complex change initiatives, such as implementing a new global TMC (more than once based on evolving business needs) as well as other technologies to modernize operations, automate workflows, increase efficiency, and reduce global costs.
- Built collaborative partnerships, and influenced senior stakeholders, across Finance, Legal, HR, and the Executive team while creating business travel standard operating procedures then securing cross- functional team approval across the globe.
- Delivered cost savings and margin improvements through strategic budget oversight, vendor negotiations, and policy-driven expense controls.
- Provided operational leadership during organizational change; helping improve travel team operational performance and productivity.
- Established internal as well as external KPIs for tracking operational success providing leadership with actionable insights to help guide decision making and continuous improvements.
Strategic Operations Director
Kepich & Associates
01.2016 - 06.2020
- Directed strategic planning for a 35-acre farm leading to improved financial performance and operational efficiency.
- Managed day to day operations, ensuring seamless coordination and efficient execution.
- Defined and implemented operational policies to improve efficiency, resulting in reduced process bottlenecks and streamlined operations overall.
- Established and monitored quality assurance standards to achieve excellence, leading to higher quality outputs and customer satisfaction.
- Reduced costs through effective resource allocation and strategic vendor negotiations, resulting in significant savings and improved budget management.
Marketing Coordinator/Lodging Analyst
American Express Travel (Black Card)
01.2015 - 12.2015
- Coordinated team managing 1,100+ properties multi-year contract renewal across AMEX's premier flagship lodging programs while optimizing performance to drive revenue and customer value.
- Directed cross-functional initiatives streamlining objectives, aligning strategy with customer preference, operational efficiency and seamless execution, ultimately improving response times and enhancing the overall client experience.
- Owned day-to-day marketing operations, including data analysis, partner performance audits, and compliance tracking to deliver insights informing product offerings and marketing campaigns.
Quality Mentor/Onboarding
American Express Travel (Black Card)
01.2014 - 12.2015
- Achieved 100% positive feedback from new hire classes and was recognized for constructive coaching that accelerated ramp-up time.
- Developed onboarding materials to enhance new hire integration and improve employee retention.
- Mentored staff through continuous training initiatives, fostering a culture of excellence and accountability in service delivery.
- Adapted mentorship style based on individual mentee needs, enabling tailored interventions that drove better results as opposed to a one-size-fits-all approach.
- Conducted regular quality evaluations and provided constructive feedback, ensuring adherence to service standards and enhancing customer satisfaction metrics.
- Established best practices for onboarding procedures and championed the use of innovative training tools, resulting in a more structured and efficient integration experience.
- Implemented feedback mechanisms for new hires, enabling constant improvement in training effectiveness and employee engagement.
Travel Consultant/Sales
American Express Travel (Black Card)
01.2012 - 12.2015
- Coordinated complex travel arrangements with ease, leveraging industry partnerships to secure exclusive benefits for clients, resulting in improved service delivery.
- Excelled under pressure in high-volume environments, balancing multiple priorities while maintaining strong client relationships, and professional rapport.
- Ranked in the top 5% of all US consultants since inception by continually exceeding KPIs and demonstrating strong ability to adapt and pivot based on current business needs while maintaining excellence in work, such as RTF metric (cumulatively, 96.4%)
- Assisted clients with travel-related inquiries, providing expert guidance and support to resolve issues promptly and effectively.
Education
Bachelor of Arts - Interdisciplinary Humanities
Arizona State University
Tempe, AZSkills
Global Travel & Expense Program Management
Accomplishments
On global team handling, "The Great Migration" which was a company effort to relocate over 600 employees, as well as their family members and pets, from Russia to locations across the world in 2022 after war broke out in Eastern Europe. The company's biggest office had been in St. Petersburg with almost a thousand employees.
Certification
GBTA Fundamentals of Business Travel
Timeline
GBTA Advanced Principles of Business Management
03-2025
GBTA Fundamentals of Business Travel
10-2024
Senior Travel Coordinator & US Manager
Semrush
06.2020 - Current
Strategic Operations Director
Kepich & Associates
01.2016 - 06.2020
Marketing Coordinator/Lodging Analyst
American Express Travel (Black Card)
01.2015 - 12.2015
Quality Mentor/Onboarding
American Express Travel (Black Card)
01.2014 - 12.2015
Travel Consultant/Sales
American Express Travel (Black Card)
01.2012 - 12.2015
Bachelor of Arts - Interdisciplinary Humanities
Arizona State University