Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

SHELLEY WALKER

Summary

Professional in account management with focus on high standards and results. Proven ability to develop and maintain strong client relationships, ensuring consistent service delivery. Team-oriented and adaptable to evolving needs, known for effective communication and problem-solving skills.

Overview

31
31
years of professional experience
1
1
Certification

Work History

VIP Account Manager

ALTOUR Management Technology
03.2019 - 10.2022


  • Oversaw concierge team operations, promoting collaboration and efficient workflow among staff members.
  • Implemented process improvements that enhanced service delivery speed and quality for our customers.
  • Managed high-pressure situations with discretion, tact, and professionalism to maintain client satisfaction.
  • Acted as a personal liaison between clients and internal teams to ensure smooth communication and seamless transactions.
  • Collaborated with cross-functional teams to streamline processes, improving overall service efficiency for VIP accounts.
  • Established trust with VIP counselors through transparency in communication, leading to an increase in overall satisfaction ratings.

Global Procurement Travel Manager

ServiceMaster Companies
02.2000 - 05.2019
  • Provide leadership, support and individual coaching across key category to create value
  • Facilitated training sessions for staff on best practices in service level management.
  • Led regular meetings to review performance outcomes and address any service-related issues.
  • Assisted management in developing strategies for continuous improvement in service, quality and delivery on Service level agreements.
  • Optimized service levels by coordinating resources and scheduling staff efficiently.
  • Implemented training programs for new hires, ensuring rapid onboarding and integration into the team.
  • Collaborated with cross-functional teams to resolve complex issues swiftly, improving overall customer experience.
  • Maintained comprehensive knowledge of industry developments, staying ahead of competitors'' offerings while adapting internal processes as needed.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Collaborated closely with human resources departments to support workforce transition plans during large-scale mergers or acquisitions.
  • Increased employee retention rates amid major changes by addressing individual fears surrounding job security or role adjustments proactively through transparent communication channels.
  • Built strong relationships with cross-functional teams, fostering collaboration and streamlined decision-making throughout change initiatives.

Corporate Travel Manager

Smith and Nephew Orthopaedics
03.1996 - 01.2000
  • Negotiated contracts with travel vendors, resulting in improved rates and services for employees.
  • Managed travel budget, ensuring cost-effective arrangements while meeting organizational needs.
  • Trained staff on travel management systems, enhancing user proficiency and reducing support requests.
  • Led initiatives to integrate technology solutions for booking and expense reporting, improving workflow efficiency.
  • Handled all aspects of client complaints by maintaining quality communications and establishing productive relationships.
  • Developed comprehensive travel policies and procedures, resulting in increased compliance and traveler satisfaction.

Corporate Travel Agent/VIP Agent

Rosenbluth International
03.1992 - 03.1996
  • Book all travel arrangements both internationally and domestically for Senior Leadership team.
  • Sabre, Worldspan and Apollo GDS Experience
  • Technology Administrator

Education

Bachelor of Science - Business Management

University of Mississippi
Oxford, Mississippi
01.1991

Skills

  • Excellent communication and team leadership skills
  • Relationship Management
  • Influencing skills
  • Change management
  • Training and coaching
  • Process Improvement
  • Organizational development
  • Problem-solving
  • Reliability
  • Decision-making
  • Operational efficiency
  • Troubleshoot service issues

Certification

  • Association for Project Management (APM)
  • Certified Accounting Specialist (CAR)
  • Expense Management (CEM)
  • Six Sigma – Black Belt

Timeline

VIP Account Manager

ALTOUR Management Technology
03.2019 - 10.2022

Global Procurement Travel Manager

ServiceMaster Companies
02.2000 - 05.2019

Corporate Travel Manager

Smith and Nephew Orthopaedics
03.1996 - 01.2000

Corporate Travel Agent/VIP Agent

Rosenbluth International
03.1992 - 03.1996

Bachelor of Science - Business Management

University of Mississippi

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