I will offer services in: Corporate Travel management - Travel Industry corporate travel RFP creation, process, and vendor selection. - Data analysis and recommendations for spend and how to save. - Will negotiate with travel vendors and set up negotiated rate contracts - Analysis of company travel policy leakage and how to save​/​track - Creation of company travel policies and guidelines 30 years of experience in the travel industry ( Loyalty programs, FI, hotels and corporate travel procurement, Contact Centers https://direconsultinggroup.ca/

Next Available Date for Assignment

I am open and flexible to a project, contract role or hourly work.

Skills

Business Development Brand Loyalty Global Travel Management Host agency creation Customer Engagement TMC management RFP, Six sigma

Areas of Expertise

As a Visionary Executive Leader and Data Analytics, Travel Industry and Contact Center Professional with over 25 years of experience, I specialize in steering multifaceted operations within the travel industry, BPO, Host agency other sales verticals. Expertise spans contact center management, customer care, account leadership, sales, strategic business development. Throughout my career, I have excelled in onboarding major client portfolios, driving infrastructure transformations, and cultivating impactful relationships with suppliers and internal stakeholders. My leadership extends to team management, customer experience strategy development, and successful project execution, all aimed at elevating brand loyalty and satisfaction. I have a proven track record of implementing transformative and data-driven strategies that optimize performance, quality, and efficiency. Some of my notable achievements include streamlining call queue distribution, integrating new call centers, creating and launching social media customer engagement models, and managing major loyalty programs for leading banks and airlines. 🎯 Core Competencies: ➜ Global Travel Management ➜ Host Agency Setup ➜ BPO ➜ Brand Loyalty ➜ Customer Care ➜ Product Management ➜ Business Development ➜ Agency Licensing ➜ Regulatory Compliance ➜ Relationship Management ➜ Infrastructure Transformation ➜ Project Management 🎯 Some of My Accomplishments: ➜ Guided dual contact centers, overseeing 10 supervisors, 200+ agents, and 15+ lead agents. ➜ Facilitated team training, monitored performance metrics, and organized staff gatherings to foster commitment, resulting in turnover rates consistently below 15%. ➜ Transformed a satellite Montreal call center into a thriving bilingual business hub, expanding the team to 70+ agents within a remarkable 3-year period. ➜ Spearheaded business growth by securing new clients with a cumulative quarterly value exceeding $500K in a high-stakes sales environment. ➜ Accelerated sales in Grenada by 10% within a 6-month period through strategic business development initiatives. ➜ Introduced the Qbay solution program, eliminating offline inefficiencies, reducing wait times from 30 to 2 minutes, reallocating 42 back-office resources to call operations, and delivering a significant $1M cost-saving. Driven by a passion for excellence and innovation, I am committed to driving organizational success through strategic leadership, and data-driven decision-making. Eager to connect with professionals to share insights and explore potential collaborations.

Accomplishments

refer to ＞＞＞ https://www.linkedin.com/in/maurodire/

Employment History

Travel Portfolio and Corporate Expenses -Managing Partner American Iron & Metal (AIM) · Permanent Full-time May 2024 - Present · 11 mos Montreal, Quebec, Canada · Hybrid Montreal, Quebec, Canada · Hybrid Corporate Travel Portfolio ​/​ Corporate Expenses at American Iron and Metal. Accountable for the overall management of the company's corporate travel vendor, processes and contracts and expenses. Vice President BPO Sales and Service : INNOWIA BPO ( Voyzant , Huntington Travel ) · Permanent Full-time INNOWIA BPO ( Voyzant , Huntington Travel ) · Permanent Full-time Feb 2023 to May 2024 · 1 yr 4 mos Toronto, Ontario, Canada · On-site Toronto, Ontario, Canada · On-site Managed the Canada Jetlines program and Call Center as an outsourced partner BPO level. Transformed Canada Jetlines CX, Social Media, Baggage and all schedule changes SOP processes. Implemented Chat function to eliminate low-value touch points within Canada Jetlines program. Introduced new Workforce management forecasts within Canada Jetlines to optimize call volume at peak times. Spearheaded the efficient management of the BPO site with a team of 140 members and operations remotely from Toronto.  Serve a key role in the establishment and launch of a novel market entrant, a Host Agency named "Onvigo.com."  Drive key performance metrics for sales revenues, CX experience, and ancillary revenue departments for optimal business outcome generation and client satisfaction.  Pioneer business growth by securing new clients with a cumulative quarterly value exceeding $500K in a high-stakes sales environment.  Built a cohesive team of 5 Directors, HR professionals, and workforce management experts while promoting a collaborative and high-performing work culture.  Mastermind relationship-building initiatives to expand partnerships with clients, vendors, stakeholders, and internal teams for seamless communication and mutual success. Regional Director Sales, Operations, CX - Sandals Resorts Grenada Sandals Resorts International · Permanent Full-time Oct 2019 - Jul 2022 · 2 yrs 10 mos Saint George, Grenada · On-site ** ( Contract overseas employment ) ** Oversaw the strategic operations of Eastern Caribbean Sales centers in Grenada and St. Lucia by managing sales figures, occupancy, and ancillary products.  Handled Profit and Loss (PNL) for each location, formulated of budgets, and navigation of the complexities within a high-pressure sales environment.  Managed end-to-end QA processes call centers, training initiatives, outbound campaigns, and incentives​/​promotions operations for unmatched quality and productivity.  Accelerated 10% of Grenada's sales within a 6-month period by strategizing business development.  Forged lasting relationships and upheld steadfast accountability in vendor relations by developing positive connections to amplify collaboration and mutual success. Loyalty Program Senior Director Sales & Operations ( CIBC Aventura Visa Program ) Merit Travel · Permanent Full-time Apr 2018 - Oct 2019 · 1 yr 7 mos Toronto, Ontario, Canada · On-site Steered a high-pressure sales environment, ensuring quarterly achievement of sales targets and airline vendor market shares within lead agent group and corporate travel department.  Executed transformative initiatives to optimize call center operations by boosting effectiveness and aligning processes with strategic objectives.  Headed 2 call centers operations across Quebec and Ontario by overseeing CIBC Aventura Visa program and workforce group, customer service, and call centers with 150+ staff.  Integrated advanced AI capabilities into both call center Interactive Voice Response (IVR) system and website chat functions, enhancing overall efficiency and customer engagement. Director of Travel Operations Aimia Inc · Permanent Full-time Jun 2004 - Apr 2018 · 13 yrs 11 mos Montreal, Canada Area · On-site Guided dual contact centers, comprising 10 supervisors, 200+ agents, and 15+ lead agents.  Directed remote and local hiring, coaching, performance evaluations, budget management, and score tracking to drive substantial growth in English and bilingual teams.  Trained team, monitored performance metrics, coordinated team gatherings, and facilitated "Share SLU" sessions to instill staff commitment and uphold turnover below 15%.  Transformed satellite Montreal ca

Education

University of Toronto: Lean Six Sigma Certification Green Belt, Sep 2022 - Jun 2023Sep 2022 - Jun 2023 Concordia University Management Certificate, Sep 1995 - May 1996

Training & Certificates

refer to ＞＞ https://www.linkedin.com/in/maurodire/

Service Area

I am able to service any area of the globe. Located in Toronto, Ontario Canada

Closest Airport - (Enter 3 Letter Airport Code)

YYZ, YUL, YHM, BUF