Nancy DeJesus-Clark
Peoria,AZ
Summary
Hands-on Project Manager recognized for flawless execution and finding solutions to complex problems. Communicative and reliable professional polished in developing scopes and objectives and maintaining comprehensive project documentation. Commended for unexcelled record of completing critical projects on schedule and within budget.
Overview
21
21
years of professional experience
Work History
Sr. Travel Project Manager - Configurations Team
SAP Concur
Peoria, AZ
01.2019 - Current
- Lead complex technical and client related projects that are assigned a high priority and risk.
- Perform end-to-end testing to validate workflow from Travel to Expense & Request.
- Consult with clients and partners to provide subject matter and technical expertise in areas including, configuration solution design, project management, and risk identification/mitigation.
- Ensure configuration inquiries are promptly addressed and solutions are completed accurately and on time.
- Collaborate with individual members of the team to provide guidance and assistance with delivering solutions.
- Provide ongoing mentorship to team members to improve individual performance and foster professional relationships.
- Maintain a current and thorough understanding of Concur Travel and Expense and Request.
- Strong problem resolution skills with proven ability to engage and interact with internal teams to resolve client issues.
- SQL programming ability, including tasks such as inserts, updates, deletes, and writing SQL queries is preferred.
- Demonstrated ability to prioritize and manage workflow to meet deadlines.
Bilingual Travel Solutions Consultant
SAP Concur Travel & Expense
Phoenix, AZ
06.2016 - 01.2019
- As a Bilingual Travel Solutions Consultant, I provide ongoing support to my dedicated client American Express GBT and to all TMCs and Concur Direct Clients under the Latin America region via email, conference calls, or via the WebEx virtual environment
- Responsibilities include but are not limited to: Establishing a trusted relationship with my clients to ensure they are fully versed and up to date with the Concur Travel products and services and provide training and solutions assistance when needed to ensure the overall customer satisfaction with SAP Concur
- Act as an escalation point and conduit to engage appropriate members within internal teams to assign tasks and discuss possible resolutions to client’s challenges
- Provide best practice recommendations with regards to the travel configuration site
- Communicate monthly R&D Release Notes updates and assist with monthly updates to the TMCs via the User Group discussion forum
- Manage and maintain customer configurations; adding, editing or removing configurable options as requested by the customer
- Provide ongoing communication via conference call to my dedicated accounts discuss ongoing issues, troubleshooting, provide travel configuration assistance and instructional training via WebEx, Zoom, Teams.
- Provide translation assistance with our training material, travel service guides, release notes, support cases, and client calls
- Resolved escalated client issues related to software functionality and configuration problems.
Sr. Business Analyst Data Quality & Reporting
Carlson Wagonlit Travel
Phoenix, AZ
01.2010 - 06.2016
- Collaborate with 3rd Party Reporting vendor TRX/Concur to implement new processes, manage existing projects, and maintain data quality and integrity of reporting travel data
- Work with Global Program Managers and Operations Managers of Multi-Service Centers to ensure processes are align with TRX Reporting and PMC Reporting data
- Create, monitor, and deliver over 250 daily, weekly, monthly, and quarterly reports to global accounts
- Perform root cause analysis on data quality as well as end-to-end process flow analysis
- Conducted analysis to address data mapping anomalies which led to a 99.7% data accuracy
- Prepare and present monthly deliverables of the account SLAs and KPIs to Executive Travel Team with focus on the Global Monthly Dashboard
- Work with travel industry vendors to validate contracts and report on monthly market share
- Coordinate and collaborate with CWT key stakeholders in the preparation of the quarterly and fiscal reviews
- Create ongoing adhoc report request for SQL & TravelMan Desktop tool.
Regional Corporate Trainer
Carlson Wagonlit Travel
Phoenix, AZ
01.2007 - 01.2010
- Regional Trainer for the North America Carlson Wagonlit Training & Development team; delivered on-going training for the Domestic and International front-line travel agents Created and setup e-Learning Virtual Classroom learning via MS Live Meeting and Adobe Pro
- Create and update curriculum and course documents with the InfoMapping tool
- Provide training for the following applications, Sabre, Apollo, Turbo Sabre, Unity, LCWT Scripts, and Portrait
- Facilitate these applications in accordance with the Domestic and International travel curriculum as well as exchanges and manual pricing.
Operations Team Leader
Carlson Wagonlit Travel
Phoenix, AZ
01.2003 - 01.2007
- Provide leadership, training, and guidance to a team of 6 travel agents for 36 accounts under 5M
- Main responsibilities include handling customer service issues and reconciliation
- Provided one on one performance reviews with agents, and well as review their phone monitors for travel agent development on a monthly basis.
Education
Bachelor of Science - Communications Technologies
University of Phoenix
Tempe, AZ03-2013
Skills
- Sabre / Apollo /Worldspan GDS
- Microsoft Office Suite – Excel & PPT Expert
- SQL & TRX Travelman
- Technical Software Knowledge and Delivery
- Online Booking Tool Configuration
- Virtual and In Person Training
- Profile and HR Feeds
- Document Translation – Spanish / English
- Effective verbal and written communicator
- Detailed and Task Oriented
- Project Management & Consulting
- Excellent Organizational and Planning
- Survey Reports & Comment Analysis
- Drilldown & Gap Analysis
- Project Development & Life-Cycle
- Process & Productivity Improvement Analysis
- Project Management
- Technical Support
- Risk Management
- Project tracking
- Productivity Improvement
- Systems implementation
- Root Cause Analysis
- Work flow planning
- Microsoft Office Suite expert
- Quality assurance and control
- Presentations
- Staff training and mentoring
- Business Analysis
- Multi-unit operations management
- Client Relations
- Project scope
- Coaching and Mentoring
- Project scope analysis
- Baseline schedules creation
- Conflict Management
- Customer Relations
- Cross-Functional Collaboration
Languages
- Spanish
- English
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
Portuguese
Limited
References
References available upon request.
Timeline
Sr. Travel Project Manager - Configurations Team
SAP Concur
01.2019 - Current
Bilingual Travel Solutions Consultant
SAP Concur Travel & Expense
06.2016 - 01.2019
Sr. Business Analyst Data Quality & Reporting
Carlson Wagonlit Travel
01.2010 - 06.2016
Regional Corporate Trainer
Carlson Wagonlit Travel
01.2007 - 01.2010
Operations Team Leader
Carlson Wagonlit Travel
01.2003 - 01.2007
Bachelor of Science - Communications Technologies
University of Phoenix
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