JILL SMITH
BELMONT,CALIFORNIA
Summary
Accomplished global travel management professional with expertise in delivering organizational excellence. Skilled in leveraging data analysis to surpass key performance and savings metrics. Renowned for talent development and fostering robust stakeholder relationships.
Overview
24
24
years of professional experience
Work History
Global Program Manager
BCD Travel
Belmont, CA
05.2024 - Current
- Consolidated and implemented a new servicing design for a global client
- Developed and executed global business plan in collaboration with client
- Negotiated client contract terms and effectively managed to contractual agreements
- Discovered opportunities to utilize global technology tools and new processes.
Senior Manager, Strategic Sourcing & Operations
VMware
Palo Alto, CA
11.2020 - 01.2024
- Built and managed VMware's global travel program
- Transformed program into a globally consolidated initiative covering 60 markets
- Managed the end-to-end process of negotiating and implementing supplier contracts for a $100M travel program
- Effectively supervised and trained a team of five outsourced travel professionals on VMware policies and procedures
- Ensured uniformity and prioritized customer satisfaction across all regions.
- Delivered exceptional customer satisfaction with a 95% employee CSAT
- Spearheaded the development of a role identification tool for effective crisis management
- Streamlined communication within the organization by fostering better coordination between Travel and Security teams, leading to a 50% decrease in messages to employees.
- Organized monthly staff meetings with the Card & Expense Team to discuss goals, updates, and challenges.
- Assisted in the development of a cross-functional chatbot project, leading to a 20% reduction in travel and expense inquiries.
- Implemented and led the development of the Accessibility policy and process
- Implemented an internal process to effectively manage transportation for multiple meetings and tradeshows by developing a comprehensive Group & Meeting playbook.
- Drove higher employee satisfaction levels through the implementation of innovative 3rd party travel tools
- Developed and implemented TMC supplier management scorecard to enhance performance tracking.
- Incorporated strategic quarterly goals in order to achieve key company deliverables.
- Achieved $15M in contract savings for FY24
- Delivered quarterly travel reviews for incorporation into larger CEO presentations
- Implemented reporting tool for consolidating travel, card, and expense data to generate total cost of trip reports.
Global Client Manager
American Express Global Business Travel
Belmont, CA
06.2005 - 09.2015
- Managed diverse portfolio of clients, optimizing results by tailoring strategies to meet specific needs of each client.
- Highly motivated individual contributor in remote work environment
- Served as the leader for Advisory Consulting Sales in the Western Region, earning recognition with a President Club award in 2013.
- Streamlined and optimized travel operations as an outsourced Travel manager for VMware and JDSU.
- Proactively anticipated client needs, delivering exceptional customer service through tailored solutions.
- Achieved 100% client retention by consistently delivering exceptional service
- Investigated areas of potential growth and actively collaborated on customer business plans, driving a significant 80% increase in on-line adoption.
- Supported efficient operations by managing vital client data such as sales contracts, interaction logs, and critical notes
- Efficiently organized and executed quarterly business reviews with clients.
- Worked collaboratively with cross-functional teams at headquarters, regional offices, and nationwide to maintain a cohesive message and enhance customer satisfaction.
- Stayed current on industry trends by actively participating in conferences, networking events, and professional development opportunities.
Team Leader
American Express Global Business Travel
Mountain View, CA
06.2000 - 12.2004
- Led team of 26 travel counselors at technology company headquarters, emphasizing customer service and employee development
- Administered one-on-one sessions and evaluated employee progress.
Education
Travel& Transport Institute of Travel
Omaha, NEBBA -
Iowa State University
Ames, IASkills
- Customer Engagement
- Consulting
- Travel Management/Policy Compliance
- Stakeholder Engagement
- Process Improvement
- Analytical and Critical Thinking
- Technology Implementation
- Relationship Building
- Cross Functional Collaboration
- Curiosity
- Cultural Awareness
- Decision-Making
- Adaptability and Flexibility
- Problem-solving abilities
Affiliations
Global Business Travel Association Member
Timeline
Global Program Manager
BCD Travel
05.2024 - Current
Senior Manager, Strategic Sourcing & Operations
VMware
11.2020 - 01.2024
Global Client Manager
American Express Global Business Travel
06.2005 - 09.2015
Team Leader
American Express Global Business Travel
06.2000 - 12.2004
Travel& Transport Institute of Travel
BBA -
Iowa State University