Melissa Junker
Allison Park,PA
Summary
Experienced Director of Operations with a strong background in managing travel industry operations. Skilled in team supervision and analytical problem-solving. Committed to optimizing operations for cost reduction and improved efficiency. Demonstrates independent decision-making and sound judgment, consistently contributing to company success.
Overview
33
33
years of professional experience
Work History
Director of Operations
Shorts Travel Management
06.2022 - Current
- Revised operational policies and guidelines to enhance organizational efficiency.
- Diligently monitor budgets and optimized the use of operational resources to maximize cost-effectiveness.
- Collaborated closely with functional leaders to introduce new procedures and corrective actions, significantly improving quality standards.
- Established and monitored quality assurance benchmarks, driving the organization towards operational excellence.
- Skillfully negotiated with vendors, suppliers, and other stakeholders to secure mutually beneficial contracts and agreements.
- Streamlined workflows and prioritized automation to enhance productivity and reduce manual efforts.
- Fostered leadership development among Operations Managers and Supervisors, nurturing a culture of continuous improvement.
- Partner with the Tech Team to ensure the efficient utilization of automation technologies.
- Maintain robust relationships with vendors, ensuring consistent and reliable supply chains.
- Coordinated the implementation of new processes and procedures in partnership with IT and scripting teams, enhancing operational efficiency
- Collaborate with Account Managers, Sales, and Marketing teams to develop and execute strategic initiatives that support business growth and scalability.
Director of Operations
CI Azumano Travel
01.2016 - 06.2022
- Oversee and manage daily operations across multiple locations to drive productivity and operational excellence.
- Develop and implement cross-departmental strategies, fostering synergies between Account Management, IT, Tech, and senior management teams.
- Collaborate with management and supervisors to streamline operations and achieve ambitious targets.
- Design and execute a comprehensive cross-training program to enhance team performance and versatility.
- Monitor daily activities and provide mentorship to team members, maximizing overall performance.
- Assess employees' strengths and strategically assign tasks to optimize efficiency and leverage experience.
- Deliver actionable feedback to decision-makers on employee performance and training requirements.
- Utilize customer feedback to drive process improvements and support long-term business objectives.
- Identify and target areas for improvement in management and operations, boosting overall performance.
- Analyze performance data to track productivity, progress towards goals, and activity levels.
- Enhance organizational capacity by fostering cross-functional collaboration on priorities, functions, and common goals.
Vice President, Operations/Branch Manager
Gateway Travel Management / Carlson Wagonlit
01.1993 - 11.2012
- Cultivated and sustained strong relationships with customers and suppliers through strategic account development, ensuring long-term partnerships and client satisfaction.
- Proactively provided innovative ideas and suggestions to enhance client satisfaction and improve service delivery.
- Managed financial reports for the office and staff, consistently meeting all budgetary requirements and financial goals.
- Led the successful integration of GTM accounts into the CWT portfolio, streamlining operations and enhancing service offerings.
- Collaborated with process owners to refine procedures, establish best practices, and address quality audit findings, ensuring continuous improvement.
- Coordinated the implementation of new processes and procedures in partnership with IT and scripting teams, enhancing operational efficiency.
- Identified opportunities to optimize business process flows and boost overall departmental productivity.
- Represented the company at trade shows and client meetings, promoting the brand and building strong relationships with prospects and partners.
- Analyzed production and compliance reports to resolve issues and recommend actionable improvements.
- Implemented a ticket tracking system and collaborated with the team to develop a customized solution for improved tracking and logging of work issues.
- Developed and launched an employee incentive program to motivate agents and drive goal achievement.
- Managed a diverse team of 70 employees, both in-office and virtual, ensuring efficient and effective service.
Skills
- Proactive Problem-Solving
- Performance Monitoring and Evaluation
- Operations oversight/efficiency
- Process improvement
- Problem-solving
- Logistics
- Delegation
- Cross-functional team management
Timeline
Director of Operations
Shorts Travel Management
06.2022 - Current
Director of Operations
CI Azumano Travel
01.2016 - 06.2022
Vice President, Operations/Branch Manager
Gateway Travel Management / Carlson Wagonlit
01.1993 - 11.2012
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