Kelly Michelle Turner
Washington,MO
Summary
Accomplished Product Support Lead at GBT American Express Travel, adept in team management and technical troubleshooting. Spearheaded customer service improvements, significantly enhancing client satisfaction. Excelled in data analysis and cross-functional coordination, contributing to new features within our tools. Awarded Leader's Light and Team Player 2024 for leading with an innovative approach in order to drive efficiency, collaborate/operate across teams and functions that drive success on long-standing issues.
Overview
21
21
years of professional experience
Work History
PSL for Expert Auditor & Deem
GBT American Express Travel
10.2019 - Current
- Handle Escalations and Reduce Bad Demand
- Ensured Tier 1 Status for GBT for Deem tickets. Obtained free certification for all by volunteering a pilot program for New Deem.
- Analyzed trends in customer feedback data to identify opportunities for improvement in our service but also our products/features.
- Helped design/upgrade the New Style groups to gain approval of 1 GBT Standards. Collaborated with Cornerstone to develop the first Exchange Template as a result from my participation on the Blackstone calls.
- Facilitated an EA Class for knowledge share, increase skillsets, and developed strategies for improving customer service standards by identifying root cause analysis sessions for recurrent customer complaints. Set standards to include E2E testing.
- Created and maintained up-to-date documentation of support procedures by designing the following SharePoint sites: Training HUB, EA World, EA World for Commercial, Employee Engagement, and CSAT.
- Collaborated with other departments to resolve cross-functional issues.
Project Work Stream Lead
CWT Carlson Wagonlit Travel
01.2015 - 10.2019
- Project Lead for GDS Migrations and Vendor Relationship for both obts.
- Utilized reporting systems to pull, analyze, dispatch and streamline process all help desk requests within service level agreements for the entire team
- Generated and analyzed leadership reports encompassing monthly statistics and billing.
- Assisted in developing cutting-edge educational guides.
- Nominated for the CWT Award of Excellence in the first year.
Groups Coordinator
City Museum
01.2004 - 12.2004
- Instrumental in administrating procedures and policies to streamline flow throughout the museum
- Demonstrated accomplishments in strategic planning, organizational development, key account management and general management expertise that led to the introduction of an interactive new map, activities for kids, mystery shoppers, new tours and options for schools that raised average price by $2.50 a person, increasing profits 74% the third month
Education
Bachelor of Fine Arts & Bachelor's of Arts -
Stephens College
Columbia, MO05-1998
Skills
- Escalation Management for High-Visibility Clients
- Streamline Process Optimization
- Technical Troubleshooting including E2E Testing
- Analytical Reporting
- Quality Assurance/Reduce Bad Demand
- Training/Mentoring/Updating Reference Material
- Team Collaboration and Vendor Relationships
- Certified in all 4 OBTs and Expert Auditor
Timeline
PSL for Expert Auditor & Deem
GBT American Express Travel
10.2019 - Current
Project Work Stream Lead
CWT Carlson Wagonlit Travel
01.2015 - 10.2019
Groups Coordinator
City Museum
01.2004 - 12.2004
Bachelor of Fine Arts & Bachelor's of Arts -
Stephens College
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