Laurel Popenhusen-Bruinix
Director Of Operations
Macedon,NY
Summary
Results-driven Director of Operations known for exceptional productivity and efficient task completion. Skilled in strategic planning, process optimization, and team leadership. Excel in communication, problem-solving, and adaptability, ensuring seamless operations across all levels of management.
Overview
40
40
years of professional experience
Work History
Director of Operations
Direct Travel
Macedon, NY
04.2016 - Current
- Provide leadership and guidance to new/current managers.
- Coordinated activities across 6 corporate travel offices.
- Managed daily interactions with five managers and their direct reports.
- Ensured optimal service level performance across communication channels. Service delivery optimization.
- Ensured smooth functioning of corporate accounts through effective cooperation with account managers.
- Staff training.
- Prepared staff work schedules and assigned team members to specific duties.
- Developed and maintained client relationships to grow business and improve account retention.
- Created policies and procedures for improved workflow processes.
- Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
- Facilitate meetings with team managers.
- Formed and sustained strategic relationships with clients.
- Assessed reports and adjusted workflows to realign with targets.
- Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
- Analyzed data across variety of sources to identify trends, patterns and areas of opportunity.
Branch Supervisor
Carlson Wagonlit Travel
Pittsfird, NY
01.2008 - 03.2016
- Performed annual reviews of all personnel files including job descriptions and qualifications.
- Conducted regular staff meetings to discuss customer service issues and set goals.
- Provided guidance and support to branch staff in daily operations.
- Implemented new policies and procedures to improve efficiency.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Guided employees in handling difficult or complex problems.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Maintained a strong relationship with customers through proactive communication and follow-up activities.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Operational Excellence strategies applied and became a 5 star branch.
- Managed day-to-day operations such as scheduling shifts for employees and ordering supplies.
- Resolved customer complaints regarding services.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
Corporate Travel Advisor/Group Travel Advisor
Carlson Wagonlit Travel
Pittsford, NY
03.1986 - 12.2007
- Created and distributed travel brochures and newsletters to inform clients of special promotions.
- Printed or requested transportation carrier tickets using computer printer system or system link to travel carrier.
- Analyzed airline rules, regulations and tariffs and discussed international fare construction and visa and passport requirements with clients.
- Utilized GDS systems efficiently for booking and confirming travel plans. Sabre and Apollo.
- Provided exceptional customer service, resolving any travel-related issues promptly.
- Collected payment for transportation and accommodations from customers.
- Performed outbound guest and reservation follow-up via phone and email on daily basis.
- Processed payments using a variety of methods including cash, credit cards or online payment services.
- Conversed with customers to determine destination, mode of transportation and accommodations.
- Assisted with booking flights, hotels, rental cars and other reservations.
- Conducted follow-up calls with customers after their trip to ensure satisfaction and address any concerns they may have had during their travels.
- Managed travel documentation, ensuring all necessary passports and visas were obtained in a timely manner.
- Collaborated closely with suppliers in order to negotiate better deals on behalf of clients.
- Organized group tours for corporate events.
- Fostered a positive and collaborative work environment, sharing travel tips and insights with colleagues.
- Built long-term client relationships to generate repeat business and referrals.
- Interacted with vendors such as airlines, car rental companies and cruise lines in order to obtain the best prices for customers.
- Coordinated ground transportation to and from accommodations for clients.
- Presented materials, maps, and tour books to travelers for use on trips. Group travel documents.
- Conducted destination research to offer clients insightful travel advice and recommendations.
- Provided assistance with obtaining visas or passports if necessary.
- Collected deposits and created monthly invoices to compile payments.
- Organized group travel arrangements, coordinating logistics for seamless travel experiences.
Ticketing Agent/Hotel Agent
Van Alphen Travel
Pittsford, NY
05.1985 - 12.1986
- Processed and organized paper tickets for business travelers.
- Ensured timely ticket distribution to corporate clientele.
- Coordinated hotel bookings for corporate clientele.
- Coordinated car bookings for corporate clientele.
Education
Travel Certification - Travel Studies
Southeastern Travel Academy
Kissimmee, FL05-1985
Skills
- Strategic planning and execution
- Leadership training
- Risk mitigation
- Schedule oversight
- Performance analysis
- Process improvement
- Operational efficiency
- Business management
- Quality assurance
- Process improvements
- Workforce planning
- Strategic planning
- Training management
- Team building
- Proficient in Microsoft Word and Excel
- GDS - Apollo and Sabre
- Systems implementation
- Multitasking capacity
- Data management
- Decision-making
- Staff management
- Customer service
- Improve performance
- Problem-solving aptitude
- Team collaboration
Accomplishments
- Five star rating with Operational Excellence
- Awarded top award at Carlson Wagonlit Travel - Rising Star
Timeline
Director of Operations
Direct Travel
04.2016 - Current
Branch Supervisor
Carlson Wagonlit Travel
01.2008 - 03.2016
Corporate Travel Advisor/Group Travel Advisor
Carlson Wagonlit Travel
03.1986 - 12.2007
Ticketing Agent/Hotel Agent
Van Alphen Travel
05.1985 - 12.1986
Travel Certification - Travel Studies
Southeastern Travel Academy
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