Felicia Hanna
San Diego,United States
Summary
Detail oriented Concur Systems Analyst with over two years of experience implementing system solutions to streamline processes, reduce costs, and improve end-user satisfaction. I am resourceful, and committed to continually advancing my knowledge of relevant technologies.
Overview
6
6
years of professional experience
Work History
Concur Systems Analyst
AKQA
02.2022 - Current
- Support employees in identifying and resolving system issues or incidents that are disrupting Concur by collaborating closely with necessary departments.
- Facilitate smooth expense reimbursement processes by working closely with finance teams to establish workflows and expense policies.
- Oversee employee travel requests on a global scale with proficiency in attention to detail and maintaining client confidentiality.
- Manage company-wide Travel and Expense compliance by providing regular training sessions for employees and creating documents regarding policies/procedures, ensuring compliance standards are regularly met.
- Communicate with HR teams to maintain employee accuracy and access to Concur.
- Ensure all systems linked to Concur are working correctly including ERP systems, Card Administrations and Travel Management Companies.
- Negotiate Concur contract to ensure all cost-saving measures are taken without compromising quality or service the company requires.
Customer Experience Specialist
710 Vacation Rentals
02.2021 - 02.2022
- Delivered outstanding customer service via phone, online chat, and email platforms to engage with new and in house customers.
- Enhanced customer satisfaction by addressing their concerns and collaborating with team members to ensure customers discomfort is addressed in a timely manner.
- Maintained a knowledge base for staff members that provided quick access to important company information, frequently asked questions, and troubleshooting guides.
- Communicated regularly with management to provide updates on overall team performance, customer feedback, and suggestions for ongoing improvements within departments.
Owner Services Representative
Four Seasons Residence Club Aviara
07.2018 - 02.2021
- Developed and maintained positive relations with timeshare owners and guests by providing the best recommendations based on their needs.
- Maintained a high volume of incoming calls, email correspondence and text chats with timeshare owners, in house guests and potential new guests with a calm demeanor.
- Calculated guest folios to ensure accuracy of room charges, reviewing with guests at checkout.
- Assisted Sales with entering group block accommodations and ensuring all staff members were knowledgeable of incoming groups.
- Streamlined communication between departments, ensuring efficient service is provided to timeshare owners and guests.
Education
SAP Concur Expense Advanced Configuration Training -
Concur
04.2023
SAP Concur Travel Advanced Configuration Training -
Concur
11.2022
Skills
SAP Concur
Sage 500 ERP
Microsoft SQL Server
Microsoft Office
Zendesk
Contract Management
Problem-Solving
Excellent Communication
Timeline
Concur Systems Analyst
AKQA
02.2022 - Current
Customer Experience Specialist
710 Vacation Rentals
02.2021 - 02.2022
Owner Services Representative
Four Seasons Residence Club Aviara
07.2018 - 02.2021
SAP Concur Expense Advanced Configuration Training -
Concur
SAP Concur Travel Advanced Configuration Training -
Concur
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