LAUREY GOEBEL
Wilmington,NC
Summary
QUALIFICATION HIGHLIGHTS Leadership Project Management Account Management Call Center Management Implementations Planning Concur Corporate and Government Configuration and User Experience Travel Industry experience
Overview
29
29
years of professional experience
Work History
Customer Success Manager
SuccessKPI
Centerville, VA
02.2022 - 07.2024
- Conducted regular check-ins with clients to ensure their needs were met.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Identified areas where current products are not meeting expectations or could be improved upon.
- Managed customer inquiries and complaints in a professional manner.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Developed custom solutions for customers based on their individual business objectives.
- Researched new technologies and initiatives to improve customer experience.
- Provided customer onboarding and training to ensure successful product adoption.
- Implemented feedback loops from customers into product development processes.
- Maintained up-to-date knowledge of industry trends related to customer success management.
- Advocated for customer needs within the organization, driving product improvements.
Client Services Manager
Omega World Travel Virtual
06.2013 - 02.2022
- For Corporate and Government Accounts
- Omega POC for the ETS2 SAP Conur contract for all government agencies
- Work with SAP Concur Travel Account managers to ensure contractions obligations are being met and offer process solutions to ETS2 agencies
- On a regular basis monitor performance of airline, hotel, car hire etc deals, and on a quarterly basis report on findings
- Develop Strategy and assist in all supplier negotiation and communication of supplier programs
- Monitor adherence to travel policy and offer suggestions on how to increase adherence
- Review online booking tool configuration and offer enhancements, suggestions on how to increase online adoption
- Ensure all contractual obligations are met
- Work closely with Implementation Manger when transitioning a new client
- Oversees process from start up through the life of the period of performance
- During implementation of new client contract, analysing their requirements, agree how to work with them, the purpose and frequency of meetings, and arrange meetings with senior management, travel bookers, travel manager etc
- Offer Leadership and guidance on the development of a travel policy
- Establish and advise corporates where deals are available and negotiate with suppliers
- Present performance reviews to measure agency performance and evaluate the success of the travel management program
- Work closely with clients to closely define policies and procedures to identify travel needs (working to cut the cost of their travel)
- Ongoing communication to keep clients informed of our own and industry developments and information that is relevant to them
- Ensure communications with clients are managed and clients are informed of actions to meet requests and expectations
- Issues or complaints are to be kept on a high priority
- For agreed quarterly account management meetings prepare information and management data and present to client
- Work with Proposals department in responding to RFP requests.
Account Manger
Starry Associates
Rockville, MD
04.2011 - 06.2013
- Serve as Primary Point of Contact for the Health and Human Service Travel office
- Review, analyze and provide recommended solutions to HHS OPDIVS regarding GovTrip issues
- Resolved all issues regarding Travel Card, GovTrip, vouchers, authorizations for HHS OOPDIVS
- Facilitated bi-weekly meetings with HHS OPDIVS to discuss any upcoming enhancements to Govtrip, any new or outstanding issues
- Worked as liason between HHS and Travel Vendor Omega on any travel questions, issues
- Worked as liason between HHS and Northrop Grumman on any Govtrip issues, updates
- Provided reports on travel air summaries, authorizations/vouchers and travel card
- Assisted in any questions/issues in regards to Travel Card on PaymentNet
- Reviewed travel daily to ensure compliance with HHS Travel Policy, FTR and JTR
- Working as a Transition and Implementation Manager for ETS2/Concur contract
- Serving as Implementation Lead for the Transition to new Travel Management Center for ETS2/Concur
- Wrote Task Order Extension for current Travel Agency contract
- Serving as Account Manager for the ETS2/Concur Travel System transition
- Reviewed and provided input on RFQ, RFP for ETS2
- Answer questions on policy, reporting, and system for GovTrip.
Area Operations Coordinator (Regional Manager)
Lockheed Martin Corporation
Arlington, VA
01.2008 - 10.2010
- (TSA) Performance and Assessment (PASS) Program
- Manages all operations and logistics for the annual officer recertification program for the Transportation Security Administration in the Southwest and South central regions of the United States (223 commercial airports)
- Manages and maintains an operational budget totaling over $5 million dollars, schedules and monthly deliverables for Northwest and Southeast US regions
- Maintains daily, direct communication and coordination with the TSA Federal Security Directors and Airport Training Managers in the field, as well as executive management at the TSA headquarters in Washington DC
- Participates directly and frequently with TSA on strategic planning of future operations, budget requirements, and changes to technical airport inspection procedures
- Routinely identified potential risks, outlined possible solutions and implemented operational changes to improve security, efficiency, and effectiveness of operations or services provided.
Instructor Manager/Deployment Manager - PASS
Lockheed Martin Corporation
Arlington, VA
01.2005 - 01.2008
- Program
- Deployed up to 200 evaluators each week to airports conducting TSA PSE certifications
- Set up travel arrangements for all evaluators deployed
- Included air, car and hotel
- Constant communication with Lockheed Martin Corporation field evaluators and management by keeping them all informed on airport start/end date changes and evaluator availability changes
- Set up directions for travel vendor on lodging/air/car requirements and followed contractual guidelines for items that needed TSA approval
- Managed multiple teams of up to 200 Recertification Intstructors/Evaluators annually for the TSA PASS Program
- Overall responsibility for the development and deployment of the all train the trainer programs
- Provided 24/7 resolution and directed implementation of field issues ranging from information technology, customer complaints, evaluator standard operating procedures (SOP) clarification, quality assurance (QA) and logistics
- Responsible for all investigation and corrective action for all Recertification Evaluators.
Deployment Manager - PASS Program
Alltech Corporation
Arlington, VA
01.2004 - 01.2005
- Deployed up to 200 evaluators each week to airports conducting TSA PSE certifications
- Set up travel arrangements for all evaluators deployed
- Included air, car and hotel
- Constant communication with Lockheed Martin Corporation field evaluators and management by keeping them all informed on airport start/end date changes and evaluator availability changes
- Set up directions for travel vendor on lodging/air/car requirements and followed contractual guidelines for items that needed TSA approval
- Answered calls 24/7 from call center regarding travel questions from evaluators.
Operations Manager
World Travel/BTI Corp
, VA
01.2003 - 01.2004
- American Red Cross Account
- Ensure appropriate staffing to effectively service incoming customer calls while meeting contractual commitments and company financial goals
- Coordinate daily with center director and Account Manager on changes in customer requirements on service
- Supervise team of 10 agents and 1 Lead in day to day activities
- Answer account specific questions and handle escalated customer complaints
- Analyze phone stats and related customer call info to ensure meeting contractual service level
- Coach and counsel agents daily to enhance individual performance and career development
- Communicate customer service requirements and expectations to team during weekly staff meetings.
Call Center Manager
SATO/Navigant Travel
Sterling, VA
01.2000 - 01.2002
- Government and Corporate Travel
- Ensure appropriate staffing to effectively service calls and meet contractual commitments and company financial goals
- Coordinates with call center directors, other reservations managers, and account managers to communicate customer requirements
- Supervises team of up to 100 agents and supervisors in day to day activities and at all times meets or exceed company goals and objectives
- Analyzes phone stats and related customer call info
- Advises and directs account supervisors regarding staff development coaching and counseling issues and HR guidelines
- Coordinates with account supervisors and account managers to gather information and feedback
- Monitor service and productivity performance
- Communicate customer service requirements and expectations to staff
- Review monthly P&L statements and look for opportunities to reduce overall costs
- Develop fiscal year projections and meet financial goals.
Travel Administrator
IMCI Technologies
Ashburn, VA
01.1999 - 01.2000
- Developed and implemented plan to create corporate travel policy for company
- Developed contracts with air carriers, hotel and car rental vendors.
Call Center Supervisor
SATO/Navigant Travel
Herndon, VA
01.1996 - 01.1999
- Government and Corporate Travel
- Provided operational and technical support to agents
- Shared supervisory responsibilities for a team of 45-50 call center travel agents
- Interviewed and hired agents
- Monitor service and productivity performance
- Assisted agents with customer service issues
- Responsible for creating and delivering agent performance evaluations.
Education
HS Diploma -
Oakton High School
01.1990
Skills
- Strategy
- Account management
- Quality assurance
- Concur Corporate online booking configuration and set up
- GovTrip experience
- PaymentNet JPG
- Travel GDS systems
- QA
- Reporting
- Budget
- RFP
- Call center
- Salesforce
- JIRA
- Coaching
- Self-motivated
- Contracts
- SOP
- Staff development
- Customer service
- Strategic planning
- Supervisory
- Detail-oriented
- Technical support
- Senior management
- Executive management
- Government
- Travel arrangements
- Information technology
- Leadership
- Logistics
- Microsoft Office Suite
- Negotiation
- Policies
- Proposals
Additional Information
AWARDS / CERTIFICATIONS , Lean (Six Sigma) Certified (01/28/2008), (1) Liberty Award, (2) Eagle Awards and (1) Patriot Award from Lockheed Martin. American Society for Training & Development (ASTD) certified. Project Management classes.
References
References available upon request
Timeline
Customer Success Manager
SuccessKPI
02.2022 - 07.2024
Client Services Manager
Omega World Travel Virtual
06.2013 - 02.2022
Account Manger
Starry Associates
04.2011 - 06.2013
Area Operations Coordinator (Regional Manager)
Lockheed Martin Corporation
01.2008 - 10.2010
Instructor Manager/Deployment Manager - PASS
Lockheed Martin Corporation
01.2005 - 01.2008
Deployment Manager - PASS Program
Alltech Corporation
01.2004 - 01.2005
Operations Manager
World Travel/BTI Corp
01.2003 - 01.2004
Call Center Manager
SATO/Navigant Travel
01.2000 - 01.2002
Travel Administrator
IMCI Technologies
01.1999 - 01.2000
Call Center Supervisor
SATO/Navigant Travel
01.1996 - 01.1999
HS Diploma -
Oakton High School
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