· Handle all aspects of managed B2B leisure bookings and services from beginning to end including domestic, international, and JV group bookings, as well as ensuring contract compliance and optimizing revenue
· Work closely with HVCs and premium-managed accounts to build account loyalty
· Build, and maintain strong customer relationships and negotiate effective business decisions that support Sales' global strategy and Delta's high-value accounts
· Provide accounts with information regarding contractual programs and guidelines
· Offer win-win customer-focused solutions to various travel-related issues
· Assist with authorized business travel exceptions
· Practice safety-conscious behaviors in all operational processes and procedures
Groups Sales and Reservations
Delta Air Lines
Atlanta, GA
01.2016 - 01.2022
· Identifying customer issues and needs to solve problems quickly and creatively for diverse global passengers. Collaborating with Revenue Management, Reservations Support, and Solutions to provide competitive group fares, rules, pricing policies, and procedures on the Delta and JV partner network to drive the consistent and accurate application of rules for simplicity and increased efficiency
· Manage information for ticketing, schedule changes, deposits, and final payments to provide groups with a seamless experience
· Training peers for the Canadian Desk and proposing process improvements and documentation changes for Joint Venture Procedures and Processes for the group product
· Recognition for outstanding performance as the “Employee of the Month Top Performer” in 2018
Customer Experience Specialist
DELTA AIR LINES
Atlanta, GA
01.2015 - 01.2016
· Demonstrated quality decision-making, multitasking, and negotiation tactics to maximize revenue as the first point of Contact (FPOC) for critical accounts, resulting in exceptional customer satisfaction.
· Managed daily Sales and Service calls across Delta's and JV networks.
· Focused on NPS by proactively solving customers' concerns under allocated timeframes
· Assisting new hires with training and providing support for consistency with policies, procedures, and regulations on JV partners Air France, KLM, and Delta Air Lines
Education
Bachelor in Business Management with a Marketing minor -
Georgia State University
Atlanta, GA
12.2022
Associate Degree -
Georgia State University
Atlanta, GA
12.2019
Languages
French
Native or Bilingual
Timeline
GLOBAL SALES SUPPORT
Delta Air Lines
01.2022 - Current
Groups Sales and Reservations
Delta Air Lines
01.2016 - 01.2022
Customer Experience Specialist
DELTA AIR LINES
01.2015 - 01.2016
Bachelor in Business Management with a Marketing minor -
<ul><li>Managing Germany, Italy, Spain, Sweden, Qatar, and India payroll.</li><li>Managing Hire to exit process for all countries.</li><li>Processing one-time payments like Retention bonus, sign-on bonus, Relocation expense, sales commission payments etc.</li><li>Updating master files with respect to assigned entities. (New hires, Termination, salary changes, cost center, department class changes).</li><li>Support HR processes related to onboarding, contract changes, terminations, and exit settlements in line with local legislation</li><li>Implemented end to end RSU/Stock option gain/ESPP program from payroll side for all regions.</li><li>Gross to net reconciliation.</li><li>Net payout reconciliation on employee wise.</li><li>Processing stock option (ESOP) taxation through payroll, ensuring accuracy by validating against the Share works report Remitting tax payments monthly within due dates to avoid penalties.</li><li>Processing third party payments (Insurance payments) once payroll is finalized.</li><li>Remitting pension contribution on quarterly basis for Italy.</li><li>Work with payroll service provider/ stake holders to ensure successful delivery of salary payments, compliance, and accounting.</li><li>Review month end /Quarter end closure and make salaries and accruals accounting properly.</li><li>Responsible for all payroll-related payments, forecast cash flow and cash requirement for the payroll.</li><li>Conduct payroll induction for new joiners for India.</li><li>Conduct monthly business review meetings with all service providers.</li><li>Part of product implementation team. (Care-lite tool) employee queries through ticket system.</li><li>Processing full and final settlement for terminated employees.</li><li>Validating investment proofs during year end.</li><li>Working on employee queries daily, responding within SLA.</li><li>Preparing capitalized R&D reports in the month end helps higher leaders to take strategic decisions.</li><li>Posting journal entries on NetSuite.</li><li>Preparing black-line reconciliation reports during the month end (Accrued vacation, accrued commission, Bonus, employee benefits, employee benefits advances).</li><li>Participate in global payroll projects, system testing, and process improvement initiatives.</li><li>Applications Knowledge: Workday, ADP Streamline, Oracle Net suite.</li><li>India Payroll-People work, Global Payroll-ADP Streamline and For Accounting Oracle Net suite.</li></ul> at Sprinklr India Private Limited<ul><li>Managing Germany, Italy, Spain, Sweden, Qatar, and India payroll.</li><li>Managing Hire to exit process for all countries.</li><li>Processing one-time payments like Retention bonus, sign-on bonus, Relocation expense, sales commission payments etc.</li><li>Updating master files with respect to assigned entities. (New hires, Termination, salary changes, cost center, department class changes).</li><li>Support HR processes related to onboarding, contract changes, terminations, and exit settlements in line with local legislation</li><li>Implemented end to end RSU/Stock option gain/ESPP program from payroll side for all regions.</li><li>Gross to net reconciliation.</li><li>Net payout reconciliation on employee wise.</li><li>Processing stock option (ESOP) taxation through payroll, ensuring accuracy by validating against the Share works report Remitting tax payments monthly within due dates to avoid penalties.</li><li>Processing third party payments (Insurance payments) once payroll is finalized.</li><li>Remitting pension contribution on quarterly basis for Italy.</li><li>Work with payroll service provider/ stake holders to ensure successful delivery of salary payments, compliance, and accounting.</li><li>Review month end /Quarter end closure and make salaries and accruals accounting properly.</li><li>Responsible for all payroll-related payments, forecast cash flow and cash requirement for the payroll.</li><li>Conduct payroll induction for new joiners for India.</li><li>Conduct monthly business review meetings with all service providers.</li><li>Part of product implementation team. (Care-lite tool) employee queries through ticket system.</li><li>Processing full and final settlement for terminated employees.</li><li>Validating investment proofs during year end.</li><li>Working on employee queries daily, responding within SLA.</li><li>Preparing capitalized R&D reports in the month end helps higher leaders to take strategic decisions.</li><li>Posting journal entries on NetSuite.</li><li>Preparing black-line reconciliation reports during the month end (Accrued vacation, accrued commission, Bonus, employee benefits, employee benefits advances).</li><li>Participate in global payroll projects, system testing, and process improvement initiatives.</li><li>Applications Knowledge: Workday, ADP Streamline, Oracle Net suite.</li><li>India Payroll-People work, Global Payroll-ADP Streamline and For Accounting Oracle Net suite.</li></ul> at Sprinklr India Private Limited
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