Michael Frounfelter
San Antonio
Summary
Dynamic professional with extensive experience in IT operations and database management. Skilled in implementing technology solutions that streamline processes and improve service reliability in a corporate travel management environment. Committed to enhancing customer satisfaction through effective relationship management and data integrity.
Robust experience with the configuration of Concur and Deem to meet the complex policy needs of large organizations ranging from Associations to Universities and Hospitals.
Overview
23
23
years of professional experience
Work History
Corporate Technology Specialist
Uniglobe Travel Designers
Columbus
05.2022 - Current
- Developed database workflows for Hotel Prepaid department -merging exports from QC and Trams into an accessible, interactive database designed to facilitate efficient and measurable service.
- Redesigned cohesive UDID management system. Implemented system for QC tools, Trams back office, GDS and Smartflows.
- Lead Deem engineer - implemented Deem OBT services on Amadeus.
- Concur engineering - built and designed Concur sites for new clients from template sites. Setup SSO/HR feeds.
- Trained staff on using digital tools and systems for improved efficiency.
- Monitored system performance and reported issues to enhance service reliability.
- Maintained documentation of procedures and user guides for technology use.
- Evaluated emerging technologies to recommend improvements for client services.
- Supported data management tasks to ensure accuracy in travel itineraries and bookings.
- Maintained user accounts, passwords, data integrity and system security.
- Trained users on how to use various pieces of technology safely and efficiently.
- Created detailed documentation of processes and procedures related to technology support.
- Ensured compliance with established policies and procedures related to IT operations.
- Updated supervisors and users within support tickets by recording status.
- Monitored system performance and identified areas of improvement.
- Resolved customer inquiries in a timely manner while providing excellent customer service.
- Conducted research into emerging technologies to identify potential solutions for business needs.
I.S. Manager
ATC Travel Management
San Diego
01.2003 - 05.2022
- Oversaw daily operations of travel management services for corporate clients. Build, manage and develop all OBTs.
- Coordinated travel arrangements and itineraries for diverse client needs. Built and managed all support databases.
- Managed domain and email client services for company.
- Led team meetings to align goals and address operational challenges effectively.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Provided leadership during times of organizational change or crisis situations.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
Skills
- Database development - functional database design that incorporates efficient and reliable workflows
- Workflow management - focus on finding the best and highest use of available tools to provide consistent and reliable workflows
- System security/IT operations compliance/Data privacy regulations - focus on best practices to safeguard client data on all levels and mitigate risks to the company
- Data analysis - determining the best configurations for collecting and reporting data
- Technology integration
- Customer relationship management - evolving in approach and service as clients evolve and improve their internal workflows
- Concur and Deem configuration expertise - full admin level expertise in configuration of OBTs across multiple gds and mid-office systems
Timeline
Corporate Technology Specialist
Uniglobe Travel Designers
05.2022 - Current
I.S. Manager
ATC Travel Management
01.2003 - 05.2022