Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michele LaMarca

Crestview Hills,KY

Summary

CAREER SUMMARY Strategic Senior Manager of Travel Technology with expertise in Global Travel Programs, Concur Travel & Expense and System Integrations. Unique experience managing technical vendors and complex projects. Well-versed in recognizing clients’ support needs, as well as developing and executing training and user guidance. Self-motivated, committed to high quality work and attentive to details.

Overview

20
20
years of professional experience

Work History

Senior Manager

PFIZER INC
04.2018 - Current


  • Proficient in Concur Travel Configuration, Implementation, Integrations and Troubleshooting
  • Provide Global Travel & Expense Support to Executive Admins, Regional Leads, Digital and Travel Agency
  • Support Travel App, working closely with vendor on new features, functionality and ongoing support
  • Managed Concur Travel Implementations for twenty-five LATAM, EMEA and APAC markets, providing efficiencies to 21K additional Colleagues, resulting in 98% coverage of Global Colleague base
  • Monitor Online Travel Adoption, for training opportunities
  • Executed Expense Simplification Project in fifteen markets including 71% of Colleague base, reducing Expense Report preparation time by 30%, Expense Types by 40% and Expense Fields by 50%
  • Manage colleague movement and legal entity requirements, as it relates to M&A activity
  • Approve Expense Change Requests submitted globally, confirming downstream impact
  • Monitor Colleague Knowledge Base Articles, to assure accuracy and relevancy in text and visual content
  • Create Quick Reference Guides for frequently asked questions and best practice processes.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve objectives.
  • Implemented and developed operational standards, policies and procedures.
  • Developed proposals and presentations for internal and external audiences.
  • Identified cost improvement changes and cost savings plans to increase company savings.
  • Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.

Service Administrator

SAP CONCUR
06.2016 - 04.2018
  • Managed Global Clients post implementation, on Concur Travel, Trip Link, Request and Risk Messaging
  • Supported complex, multi-national clients within aggressive timelines while delivering exceptional work quality and meeting client expectations
  • Worked with clients and agency resources to identify key business requirements and configure the Concur
  • Travel application to meet those initiatives
  • Provided knowledge transfer in weekly client calls, so effective use of Concur Travel was achieved, reducing the amount of end user cases
  • Informed clients, agency resources and third party vendors of site updates, newly released features, project status and exceptional circumstances, in a timely manner to remain aligned and informed
  • Pro-actively coordinated and managed tasks and milestones to achieve targets set by clients
  • Actively participated and executed Site Optimization Projects to standardize site set up, streamline workflow and improve end user experience.
  • Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
  • Organized and updated databases, records and other information resources.
  • Identified opportunities to streamline processes and improve office operations and efficiency.
  • Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
  • Cultivated strong relationships with vendors and partners supporting administrative operations.
  • Created reports, presentations and other materials for executive staff.
  • Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.

Online Configuration Specialist / Supervisor

AAA CORPORATE TRAVEL
01.2009 - 06.2016
  • Supervised an Online Support Team, supporting Concur Travel on Sabre and Amadeus GDS’
  • Worked with new and existing clients on Concur Travel site design, policy and customization, supporting Go Live activities and communications
  • Accomplished multiple tasks within established timeframes.
  • Managed and motivated employees to be productive and engaged in work.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Achieved project deadlines by coordinating with contractors to manage performance.
  • Developed and implemented strategic project plans to meet business objectives.

Account Manager

AAA Corporate Travel
08.2003 - 01.2009
  • Responsible for management, retention and growth of 50 national accounts
  • Performed Quarterly Client Reviews to communicate key accomplishments, cost savings and improvement
  • Analyzed data for client vendor negotiations to consolidate travel spend and maximize savings
  • Acted as Customer Service and Operations Liaison on behalf of clients, attending industry events
  • Educated clients on new products or services to increase customer engagement with brand.
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings.
  • Coordinated with internal teams to facilitate prompt delivery of client projects.
  • Monitored and analyzed customer feedback to identify opportunities for improvement.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Attended monthly sales meetings and quarterly sales trainings.

Education

Bachelor of Science - Accounting

Miami University
Oxford, OH

Skills

  • Concur Travel Specialist
  • Global Travel Management
  • Training and Development
  • Processes and Procedures
  • Systems Implementations
  • Managing Multiple Projects
  • Cross-Functional Collaboration
  • Timely Project Completion
  • User Acceptance Testing
  • Change Management

Timeline

Senior Manager

PFIZER INC
04.2018 - Current

Service Administrator

SAP CONCUR
06.2016 - 04.2018

Online Configuration Specialist / Supervisor

AAA CORPORATE TRAVEL
01.2009 - 06.2016

Account Manager

AAA Corporate Travel
08.2003 - 01.2009

Bachelor of Science - Accounting

Miami University

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Michele LaMarca