MELANIE WITTE1335 Hatcher Loop Drive (813) 655-1051Brandon, FL 33511 wittemel@yahoo.com

SUMMARY OF QUALIFICATIONS

Experience in Data Reporting, Transfers, Cleansing, and Custom Report-writing, utilizing Grasp and iBank Knowledge of Back Office operations, using Trams Excellent managerial skills including Human Resource Management, Account Management, Call Center

Management, Process Development and Business Implementation More than 27 years of experience in Travel Management and Customer Service Over 10 years of expertise in government and military travel, incl. knowledge of FTR and interaction with

GSA Expertise in Call Center Telecommunication Operations, LUCENT/AVAYA, CISCO and WEST IPC

/SMOOTHSTONE phone switch administration, including CMS and VoIP Proven and effective skills as Corporate Trainer and Coach Exceptional verbal and written communication, time management and organizational abilities Bilingual in German and English, conversational knowledge of French Proficient in MS Office Suite, specifically Outlook, Excel, Word, PowerPoint

PROFESSIONAL EXPERIENCE

DATA REPORTING AND TRAVEL TECHNOLOGY Responsible for GDS Parsers and back office data transfers to vendors, partners and third party suppliers,

including Prism and AEXP, as well as prior cleansing of the data. In charge of all agency reporting to internal and external clients, create automated report packages,

such as policy/risk management, reconciliation/spend analyses, supplier management, etc. Custom-write reports as needed with various filters and parameters. Further customize raw Excel reports, using pivot tables, charts, graphs, sub-totals, formatting, functions,

macros, and more. Working knowledge of front office GDS systems, including Worldspan and Apollo, also previous

use/expandable knowledge of Sabre and Amadeus.

TELECOMMUNICATIONS Administer CISCO, WEST IPC/SMOOTHSTONE, Simple Signal and LUCENT/AVAYA telephone switches,

perform software and hardware programming and maintenance. Implement and program WEST IPC/SMOOTHSTONE VoIP and Simple Signal VoIP phone systems at

company HQ and branch locations, including writing call paths, creating queues, recording announcements, etc.

Handle Call Management Systems, monitor call volume, run real-time reports. Create and run historical queue and agent reports, identify and analyze performance and scheduling

issues and resource needs to maximize performance and efficiency. Formulate and execute capacity plans and staffing models to ensure sufficient staffing to handle volatile call

volume within service standards.

ACCOUNT AND OPERATIONS MANAGEMENT Developed and implemented operational business plans, for example transition to a 24/7 operation. Compiled information and collaborated on P/L statements, budgets, forecasting and strategic planning. Supervised implementation of corporate, government and military travel accounts. Accountable for staffing and TSL. Established KPIs in accordance with contractual requirements.

Reduced ACW by 50% to 5% of average staffed time, resulting in more calls per agent and decreased staffing needs.

Monitored productivity and performance, critiqued phone calls, established performance goals; conducted monthly and annual reviews. Reduced error ratio from over 100% to below 10% per agent.

Responsible for final resolution of escalated customer service issues, executing client focus, conflict de-escalation and problem solving skills.

Handled all airline audits and agency debit memos (ADM), requiring detailed research, root cause analysis and tenacity. Successfully disputed 78% of all ADM, averaging a recovery of $8,000/month.

In charge of supplier relations, handled contract negotiations for discounts, incentive and commission plans.

HUMAN RESOURCES MANAGEMENT Reviewed resumes, conducted interviews, hired and separated associates. Managed and supervised over 60 associates in a call center environment, incl. direct and indirect

reports. Wrote policies handbooks and operational procedures manuals. Investigated and resolved employee issues in collaboration with Human Resources at the HQ office. Administered benefits programs such as FMLA, short and long term disability. Represented employers at Unemployment Court hearings. Handled time-off approval, processed bi-weekly payroll approval and labor bills of subcontractors. Monitored and tracked attendance and attrition, and issued verbal, written and final warnings. Reduced

tardiness by 35% to less than 2 occurrences per month per agent.

TRAINER AND COACH Organized and conducted orientations, as well as new hire and recurrent training for all employees. Coached, developed and promoted associates. Focused on teamwork, motivation and flexibility. Wrote new hire and recurrent training manuals, agency procedures and employee handbooks. Received official Instructor License from German Chamber of Industry and Commerce. Trained Apprentices in accordance with the regulations of German Chamber of Industry and Commerce. Nominated by German Chamber of Industry and Commerce to proctor monthly exams for Instructors.

WORK HISTORY

Data Reporting Analyst/Telecom Mgr CI Azumano Travel, Virginia Beach, VA May 2013-presentTelecom Mgr/Debit Memo Specialist CI Azumano Travel, Virginia Beach, VA Aug. 2008-April 2013Customer Service Mgr Government CI Azumano Travel, Virginia Beach, VA Sep. 2006-July 2008Emergency Services Manager CI Azumano Travel, Virginia Beach, VA May 2002-Aug. 2006Operations Manager TRAVEL SERVICES UNLTD, Virginia Beach, VA Oct. 2001-May 2002Account Manager, Telecom Manager ROSENBLUTH INTL., Virginia Beach, VA April 1995-Oct. 2001Travel Agent, Call Center SATO TRAVEL, Naval Base Norfolk, VA July 1994-April 1995Trainer/Corporate Travel Agent GENO REISEN, DG Bank, Frankfurt, Germany Dec. 1992-July 1994Proctor/Instructor Chamber of Industry and Commerce, Frankfurt Monthly 1991-1994Trainer/Leisure Travel Agent CORNEL REISEBUERO, Frankfurt, Germany July 1990-Dec. 1992Travel Agent Apprentice REISEBUERO ZULAUF, Kelsterbach, Germany Aug. 1988-July 1990

EDUCATION

B.S.B.A. International Business and Management, Summa cum Laude, 2007OLD DOMINION UNIVERSITY, Norfolk, VAMember of ODU Honors College and various Honor Societies

German Associate Degree (Abitur), majored in French and English, 1988RÖNTGEN-GYMNASIUM, Remscheid, Germany

PROFESSIONAL DEVELOPMENT

Definity ECS ACD with Call Vectoring, CentreVue Supervisor V6 Administration with EAS, Definity Basic Administrator Training, 1999-2000LUCENT TECHNOLOGIES, Valhalla, NY

Fundamentals of Corporate Operational Standards, 1999 Train the Trainer Program, Team Leader Training, Leadership Development Program 1997-1998

ROSENBLUTH INTERNATIONAL, Philadelphia, PA

Appointment as Proctor/Tester, Instructor License, Travel Agent Diploma, 1990-1991CHAMBER OF INDUSTRY AND COMMERCE (IHK), Frankfurt, Germany

MOST RECENT AWARDS

Certificate of Appreciation as the Quality Control ManagerNASA Contracting Office, 2009

Contractor Excellence AwardNASA Management Operations Directorate, 2008