Terri Grennan
Winnipeg,MB
Summary
Dynamic service professional with a robust background in leadership and operations management, dedicated to fostering team collaboration and achieving exceptional results in fast-paced environments. Expertise in conflict resolution, resource planning, and delivering outstanding customer service drives operational efficiency and enhances client satisfaction. Recognized for adaptability and reliability, consistently thriving under changing conditions while maintaining a focus on team success and organizational goals. Committed to leveraging skills to contribute positively to team dynamics and overall business performance.
Overview
20
20
years of professional experience
Work History
Service Leader
American Express Global Business Travel
01.2014 - Current
- Led comprehensive operations management for Expedia/RBC contract, overseeing a team of 5-6 Team Coaches and approximately 100 agents
- Strategically managed and maintained critical relationships with high-volume clients
- Drove operational performance by: - Monitoring budget and key performance indicators (KPIs) - Identifying operational gaps - Developing and implementing targeted improvement strategies - Creating and executing strategic project plans
- Optimized operational efficiency through innovative process improvements, resulting in significant cost reductions
- Delivered comprehensive performance results through direct client presentations and face-to-face
- Have built strong internal connections through networking with other lines of business
- Lead on Winnipeg Canadian Social Committee. Organize local events end to end. Encourage attendance.
Operations Supervisor/Team Coach
American Express Global Business Travel
01.2006 - 01.2014
- Led comprehensive human resources functions, including full recruitment cycle:
- Conducted strategic hiring and termination processes
- Interviewed and managed employee performance interventions
- Supervised and supported high-performance team in demanding call center environment
- Supervised daily operations to ensure compliance with company policies and service standards.
- Coordinated workflow among team members to optimize efficiency and enhance service delivery.
- Trained new staff on operational procedures and customer service protocols, fostering a high-performance culture.
- Analyzed performance metrics to identify areas for improvement and developed action plans accordingly.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
Education
Graduate Honours Certificate - Travel And Tourism
Success Compu College
Winnipeg, MB1997
Skills
- Proficient in Microsoft Word
- Effective delegation skills
- Coaching and mentoring
- Facilitating presentations for diverse audiences
- Driven and results-focused
- Efficient organization
- Proficient in team collaboration
- Effective multitasking in demanding environments
Timeline
Service Leader
American Express Global Business Travel
01.2014 - Current
Operations Supervisor/Team Coach
American Express Global Business Travel
01.2006 - 01.2014
Graduate Honours Certificate - Travel And Tourism
Success Compu College