Hammersmith, England, United Kingdom
Senior Product Manager at Travelport, specialising in NDC and airline retailing, with extensive experience across business and leisure travel. Proven track record delivering technology solutions that drive commercial impact and enhance customer experience. Holds an MSc in Air Transport Planning and Management, with a strategic, data-driven approach to product development spanning full lifecycle ownership, large-scale implementations, and global stakeholder collaboration. Passionate about modernising airline distribution and translating industry change into scalable, high-value solutions, with a focus on NDC, travel technology delivery, product and project leadership, and global stakeholder management.
Responsible for the integrated delivery of online booking platforms to corporate clients in the banking and finance, legal, technology, luxury retail, engineering, and charity sectors. In charge of the entire on-boarding process, from initial scope to final hand-off, in addition to post-delivery functional support. Key Responsibilities · Provide first level functional support, to clients and agents using the travel booking platform. · Encourage increased client online adoption while maintaining a high level of customer satisfaction. · Responsible for the implementation and on-boarding of new clients, including system setup, configuration, and testing. · Support client system knowledge to ensure high usage levels, including on-site training and demos. · Focus on improving customer experience to promote engagement. · Undertake system troubleshooting and identify solutions where possible. · Communicate system changes and upgrades to users. · Maintain accurate user training and support manuals for clients. · Provide system training to agents. · Monitor, analyse, and report on customer feedback to drive improvements (product and service related). · Responsible for overseeing client profile management.
As a corporate consultant at Wexas Travel Management, I worked on a number of corporate accounts that represented the banking and finance, legal, luxury retail, engineering, and marketing sectors, with a keen focus on: · Maintaining consistently high sales margins. · Providing accurate and detailed information on most efficient travel. · Sales expertise in air, hotel, car, group, and corporate planning. · Application of client travel policies. · Delivering and improving on client service level agreements. · Providing support and navigational assistance to users of the online booking platform WTM Pro. · Investigating and resolving customer service issues when required.