Denise M.
Operations Supervisor Travel @Reed & Mackay
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WORK HISTORY
Operations Supervisor Travel @Reed & Mackay
OH, US
Directed daily operations, advisor workflows, QC standards, and complex global itineraries for a $15M portfolio; served as senior escalation lead fortime‑critical, policy‑restricted cases.• Led a 16‑advisor team (14 direct, 2 indirect), improving productivity by 18% through coaching, workflow audits, and structured performance management.• Recovered the firm’s largest law account from Code Red, redesigning routing, training advisors, and tightening reconfirmation/QC processes—restoringclient confidence and service KPIs.• Built and led the VVIP Desk, creating a white‑glove operating model with multi‑point reconfirmations, preference management, and discreetcommunication standards.• Developed comprehensive onboarding programs (desk guides, checklists, shadowing paths), reducing early error rates and accelerating advisor ramp‑up.• Strengthened duty‑of‑care processes by integrating International SOS and Anvil for real‑time tracking and safety compliance across 1,200+ VVIP/lawtravelers.• Facilitated quarterly cross‑training workshops through MS Teams/SharePoint, increasing advisor collaboration by 22% and reducing cross‑desk knowledgegaps.• Reduced incident resolution time by 27% via scenario‑based problem‑solving workshops; improved first‑contact resolutions on high‑priority requests.• Maintained 24/7 operational readiness, coordinating after‑hours support and global handoff protocols for uninterrupted VVIP coverage.
EDUCATION
Hammel College
Associate's, Tourism and Travel Services Management
ABOUT DENISE M.
Corporate travel operations leader with 30+ years of experience supporting complex, high-touch travel programs and leading operational teams. I have a strong track record of stabilizing underperforming teams and accounts by setting clear expectations, improving workflows, and strengthening collaboration.My experience includes government, defense, pharmaceutical, energy, law, and technology travel programs, with a focus on complex international travel and regulated environments. I partner closely with account managers, client travel managers, and executive administrators to ensure consistent service delivery and policy alignment.I bring a practical, hands-on leadership style and am known for being steady, direct, and reliable, particularly in fast-paced or high-pressure situations.
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