Summary
Work History
Education
Skills
Timeline
Generic

Thomas Mannion

Denver,CO

Summary

With 32 years of experience in the travel industry, I have gained valuable insights from diverse roles. Throughout my career, customer satisfaction has always been my top priority, whether serving individual travelers, agency partners, or corporate clients. At an employee function I attended years ago, an executive shared a personal mantra that has stuck with me: "Embrace chaos - it keeps us employed." This resonated deeply in an ever-changing industry. My strong work ethic and adaptability have been instrumental in my success. Now, I aim to secure a challenging position where I can leverage my strengths, skills, knowledge, and experience to continue learning and contribute to organizational growth.

Work History

Senior Technical Support Analyst

Deem
11.2018 - 11.2024
  • Received client inquiries via web portal regarding product functionality or issues; researched site configuration, GDS history, XML and provider logs, etc., to diagnose possible root cause.


  • Provided consultative guidance to customers, when appropriate, towards the resolution of their service issue.


  • Triaged and resolved issues, when possible and escalated issues to appropriate departments, as necessary.


  • Routinely updated the customer on active issues to gain additional information or to advise of status.


  • Interacted with other departments as necessary to resolve customer issues.


  • Performed extensive quality assurance testing following releases and fixes to ensure product was working as expected.

Global Faring Analyst

BCD Travel
12.2015 - 11.2018
  • Primary responsibility was supporting implementations for new business, country expansions, GDS conversions, online booking tool implementations, spin offs and relocations.


  • Analyzed and interpreted client airline agreements and loaded to all applicable databases – including Salesforce, Compleat and the Airline Contract Database.


  • Worked extensively with airline representatives to ensure loading of client air agreements in GDS systems and confirmed with testing.


  • Communicated all relevant client airline agreement details and details to account management and project resources.


Client Data Solutions Project Specialist

BCD Travel
09.2012 - 12.2015
  • Primary responsibility was project management – performing background investigation, scoping, planning and execution of mid-range complex global, regional and country specific client data service requests.


  • Acted as department resource on larger scale projects, as assigned.


  • Effectively managed client expectations, project tasks and completion dates.


  • Communicated service requests and tasks to other technology teams via PeopleSoft and Service Desk Plus.


Technical Support Analyst

Rearden Commerce
04.2011 - 07.2012
  • Received client inquiries via web portal regarding product functionality or issues; researched site configuration, GDS history, XML and provider logs, etc., to diagnose possible root cause.


  • Provided consultative guidance to customers, when appropriate, towards the resolution of their service issue.


  • Triaged and resolved issues, when possible and escalated issues to appropriate departments, as necessary.


  • Routinely updated the customer on active issues to gain additional information or to advise of status.


Senior International Rate Specialist

BCD Travel
07.2004 - 04.2011
  • Analyzed client airline agreements and delivered comprehensive training and support to consultant staff including creation of resource and reference materials.


  • Trended client travel patterns for contract recommendations.


  • Worked extensively with airline and GDS vendors to resolve pricing issues.


  • Communicated relevant international faring news and information to consultant staff.


  • Circle of Excellence Winner (May 2005 and July 2009)

Team Leader

BCD Travel
07.2003 - 07.2004
  • Provided supervision and support for team of nine international consultants.


  • Maintained service levels to established standards.


  • Addressed and resolved customer concerns and debit memos.


  • Monitored consultants for quality assurance and development.


  • Provided navigational support for online booking tool to both customers and agency partners.

International Consultant

BCD Travel
11.2000 - 07.2003
  • Booked all facets of international and VIP corporate travel.


  • Met or exceeded all performance goals.


  • Selected for my skill sets and work ethic, I was loaned to other accounts on multiple occasions, to provide assistance meeting service level goals and resolving customer concerns.

Education

General Travel Industry Knowledge

Travel Trade School
Littleton, CO

Skills

  • Proficient in multiple GDS systems
  • Support end-users
  • Excellent customer service skills
  • Outstanding work ethic
  • Analytical
  • Detail oriented
  • Adaptable
  • Independent
  • Collaborative Team member
  • Troubleshooting and diagnosis

Timeline

Senior Technical Support Analyst

Deem
11.2018 - 11.2024

Global Faring Analyst

BCD Travel
12.2015 - 11.2018

Client Data Solutions Project Specialist

BCD Travel
09.2012 - 12.2015

Technical Support Analyst

Rearden Commerce
04.2011 - 07.2012

Senior International Rate Specialist

BCD Travel
07.2004 - 04.2011

Team Leader

BCD Travel
07.2003 - 07.2004

International Consultant

BCD Travel
11.2000 - 07.2003

General Travel Industry Knowledge

Travel Trade School
Thomas Mannion