John Billings
Senior Director, Americas Sales and Vendor Management at Hilton
- Role
- Senior Director, Americas Sales and Vendor Management at Hilton
- Location
- Dallas-Fort Worth, TX, US
- LinkedIn followers
- 500 followers
About John Billings
Global customer experience leader with extensive experience leading large, complex contact center organizations in the travel and hospitality industry, including defining vendor sourcing strategies and delivering outstanding customer experiences through multi-vendor, multi-site nearshore and offshore outsourcing operations, as well as captive contact centers in the U.S. Proven track record of influencing results through multiple delivery locations and cultures.
Experience
Senior Director, Americas Sales and Vendor Management
Jul 2016 — Present · Dallas, TX, US
Lead Americas reservations and luxury sales, temporary housing, and global vendor/BPO operations for Hilton Reservations and Customer Care (HRCC). Oversee relationships and operations for 20+ BPO contact centers in Latin America, the Caribbean, Asia, Middle East, Africa, and Europe that support 10+ lines-of-business, including sales, care, chat, e-mail and back-office functions. Role has expanded and evolved over the years, at various times encompassing workforce management and operations functions, including demand forecasting, staffing, performance reporting, contact routing strategies, and real-time workforce management execution.
Education
Texas Christian University
Master of Business Administration - MBA
Texas Tech University
BBA, Finance
Skills
- Pricing Strategy
- Customer Service
- Customer Satisfaction
- New Business Development
- Pricing
- Customer Relationship Management (Crm)
- Marketing
- Microsoft Office
- Sales
- Budgets
- Process Improvement
- Vendor Management
- Offshore Outsourcing
- Strategic Partnerships
- Budgeting
- Team Leadership
- Forecasting
- Contract Management
- Business Process Improvement
- Project Planning
- Portfolio Management
- Competitive Analysis
- Customer Experience
- Crm
- Outsourcing Management
- Client Relations
- Account Management
- Business Planning
- Business Development
- Call Centers
- Marketing Management
- Team Management
- Strategic Planning
- Product Management
- Customer Service Management
- Business Strategy
- Product Marketing
- Leadership
- Strategy
- E-Commerce
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