Karen Thorburn
Clinton,WA
Summary
Proven leader in operations management, with a track record of fostering high-performance cultures and driving significant performance improvements at Corporate Travel Management. I've successfully enhanced employee development and operational efficiency. I've taken a strategic approach that has consistently delivered results, achieving ambitious productivity targets and fostering strong employee relationships.
Overview
21
21
years of professional experience
Work History
SVP/GM of Operations
Corporate Travel Management
05.2023 - Current
- Created standardized key engagement points to ensure exceptional and consistent customer experience.
- Implemented quality monitoring measurements and improved overall scores to average 4.0 out of 5.
- Fostered a positive work environment to improve team morale and productivity levels. Ensured leaders conducted one on ones monthly providing engagement with 600 agents and feedback.
- Reduced costs with thorough budget analysis and strategic financial planning by monitoring overtime through education and opportunity to reduce overall costs by 10%. Partnered with Finance to create a cost to serve model.
- Streamlined operations for increased efficiency by identifying areas of improvement in workflow processes and having cross departments mapping opportunities and automation.
- Led 2 organizational restructuring efforts aimed at improving overall efficiency and cost effectiveness.
- Collaborated with cross-functional teams to develop innovative solutions addressing complex business challenges including migrations of platforms.
- Developed and implemented strategies to increase productivity and profitability by implementing incentives and contests. One key initiative was increasing hotel attachment rates which was successful overall by 2%.
SVP, GM of Pacific Region
Corporate Travel Management
07.2022 - 05.2023
- Achieved sales targets consistently by employing persuasive negotiation techniques and building strong relationships with key clients by increasing products and offerings that would enhance their overall program.
- Enhanced employee retention, providing ongoing training and development opportunities on new products and global customers.
- Client retention for the region continued at 98%.
- Monitored financial performance and controlled expenses to provide financial stability and long-term organizational growth and hit our overall target successful. Overall the region performed well with an average of 4% yield.
- Championed incentive plans with the teams to increase sales and profitability and receive notable incentives.
- Drove year-over-year business growth while leading the region in account management and operations.
Executive Director of Operations
Corporate Travel Management (T&T Merger)
10.2020 - 06.2022
- Optimized staff for maximum efficiency, improving workflow and decreasing overhead expenses during the rebuild of staff.
- Reduced turnaround time on critical projects by prioritizing tasks based on urgency and impact potential, expediting decision-making processes as needed.
- Improved operational efficiency by streamlining processes and implementing innovative strategies. Automated manual processes using technology solutions, increasing accuracy and efficiency within operations. Converted 40 accounts to an automated approval process.
Director of Operations
Travel and Transport
11.2016 - 12.2019
- Monitored budget and utilized operational resources which included utilization of other agents in different regions.
- Oversaw day-to-day operations of a region that represented 200 million in total travel.
- Successfully implemented of operational strategies and policies to drive organizational growth and productivity. This included productivity goals and reduction of debit memos by continuing education and training.
- Played a key role in successful implementations of new accounts ensuring the customer experience was excellent.
Manager of Operations
Travel and Transport
11.2010 - 12.2016
- Established positive and effective communication among branch staff and organization leadership, reducing miscommunications, and missed deadlines.
- Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards. Seattle office exceeded start-up profit by 150%.
- Enhanced team productivity by providing effective training programs and performance management systems.
- Worked with a team to establish an office in Seattle and break in the territory for expansion.
- Hired and recruited for new office and assisted with sales for this new region.
Head of Operations/Client Relations
Ambassador Travel
10.2007 - 10.2010
- Managed vendor relationships, negotiating contracts for maximum value and efficiency. Worked directly with Expedia as a partner fulfillment for a corporate gift certificate program that annualized at 6 million.
- Implemented group projects as a partner of Expedia to move smaller groups that had leisure components.
- Built a high-performance culture by recruiting top talent and promoting professional development opportunities for staff members.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Sr. Operations Manager
Expedia
05.2003 - 10.2007
- Planned and executed this division strategic plan to drive profitability within a start up (gross profit margin exceeded 48%)
- Responsible for overall operations for this division and the P&L.
- Established strong relationships with sales team to ensure growth opportunities were presented for meeting and incentives.
- Trained and guided team members to maintain high productivity and performance metrics during seasonality.
- Implemented new system for registration management to maximize customer's savings and reporting.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
Education
Bachelor of Science - Physical Education
Springfield College
Springfield, MASkills
- Operations Management
- Leadership and team building
- Business Analysis
- Performance Improvements
- Employee Development
- Quality Management
Timeline
SVP/GM of Operations
Corporate Travel Management
05.2023 - Current
SVP, GM of Pacific Region
Corporate Travel Management
07.2022 - 05.2023
Executive Director of Operations
Corporate Travel Management (T&T Merger)
10.2020 - 06.2022
Director of Operations
Travel and Transport
11.2016 - 12.2019
Manager of Operations
Travel and Transport
11.2010 - 12.2016
Head of Operations/Client Relations
Ambassador Travel
10.2007 - 10.2010
Sr. Operations Manager
Expedia
05.2003 - 10.2007
Bachelor of Science - Physical Education
Springfield College
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