Summary
Overview
Work History
Education
Skills
Timeline
Generic

Robin Heath

Albuquerque

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Over 20 years experience in corporate travel including front and back office. Willing to take on added responsibilities to achieve company goals.

Overview

14
14
years of professional experience

Work History

Dedicated Account Representative

American Express GBT
10.2023 - Current
  • Managed client accounts to ensure satisfaction and retention.
  • Facilitated communication between clients and internal teams to resolve issues promptly.
  • Developed detailed account plans to drive revenue growth and client engagement.
  • Analyzed customer feedback to identify service improvement opportunities.
  • Collaborated with sales team to align strategies for client outreach and relationship building.
  • Monitored industry trends to inform strategic initiatives for enhancing service offerings.

Learning and Development Specialist

American Express Global Business Travel
03.2017 - 08.2020
  • Created and implemented new training initiatives such as online modules, interactive software, and online programs, assuring continuous training to employees to promote long-term excellence
  • Advised executives on best practices for employee growth and productivity goals, consistently helping companies achieve key KPI goals
  • Developed curricula, instructions, documentation and written tests for both new hire and existing employee training courses
  • Decreased training time by designing effective new training programs
  • Analyzed and evaluated training effectiveness and program outcomes
  • Facilitated virtual, in-person and blended learning sessions
  • Developed and implemented successful onboarding program.

Lead Agent

American Express Global Business Travel, Proactive Traveler Care
03.2015 - 03.2017
  • Fostered positive employee relationships through communication, training and development coaching
  • Delegated daily tasks to team members to optimize group productivity
  • Completed various reports and analyzed each report to decide where improvements could be made
  • Identified operational and performance issues and worked with managers to resolve concerns
  • Maintained comprehensive product and service knowledge for accurate, informative customer advice
  • Participated in testing new software for both agents and clients to use
  • Helped to create KPIS

Team Leader

American Express GBT
02.2012 - 06.2015
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
  • Supervised team members to confirm compliance with set procedures and quality requirements
  • Worked with team to identify areas of improvement and devised solutions based on findings
  • Built strong relationships with customers through positive attitude and attentive response
  • Subject Matter Expert on loading contracts into POS tools such as RezOne Plus and Gateway
  • Worked closely with CGM to review strategies and customer revenue targets.

Education

BBA - Business Comunications

Univeristy of Phoenix

Certificate Full Stack Development Full Stack Software Development Course. Areas of study: HTML CSS Javascript C# Python React SQL American Express GBT Manager And Leadership Mentor No Degree Leadership And Devlopment Program - undefined

DevCode Camp
Milwaukee, WI

Skills

  • Employee training
  • Ensuring compliance with organizational guidelines
  • Front and back office tools and processes
  • Proficiency with Microsoft Office Tools
  • Workforce Improvements
  • Communication and Relationship
  • Strong Problem Solving Skills

Timeline

Dedicated Account Representative

American Express GBT
10.2023 - Current

Learning and Development Specialist

American Express Global Business Travel
03.2017 - 08.2020

Lead Agent

American Express Global Business Travel, Proactive Traveler Care
03.2015 - 03.2017

Team Leader

American Express GBT
02.2012 - 06.2015

Certificate Full Stack Development Full Stack Software Development Course. Areas of study: HTML CSS Javascript C# Python React SQL American Express GBT Manager And Leadership Mentor No Degree Leadership And Devlopment Program - undefined

DevCode Camp

BBA - Business Comunications

Univeristy of Phoenix

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