Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Awards
Timeline
Work Availability
Software
Work Preference
Steven Morrow

Steven Morrow

Brisbane,QLD

Summary

Client-focused Business Manager offering diverse experience in customer service, business management and project coordination. Quickly builds relationships with both new clients and business audiences. Quick-learning with excellent multi-tasking skills and mastery of new technology. Commended for innovation and creative problem-solving to address business challenges.

Overview

35
35
years of professional experience
1
1
Certification
1
1
Language

Work History

Senior Partner Business Manager

SAP Concur
10.2016 - Current
  • Responsible for portfolio of SAP Concur Partners within Australia and New Zealand, maintaining productive relationships with existing partners, promoting product sales and new lead generation through this channel
  • Build and manage relationships with new partners linked to specific needs and requirements of local sales team within the Australian and New Zealand market
  • Prepared and presented reports on status of projects and initiatives.
  • Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
  • Achieved successful client outcomes by identifying and addressing their unique needs and goals.
  • Stayed informed on industry developments and market trends to gain competitive advantage.
  • Monitored partner performance and provided feedback on areas of improvement.
  • Manage pipeline of over $2M in channel business.

Travel Solutions Consultant

SAP Concur
06.2015 - 10.2016
  • TMC Partner Training - including classroom and online delivery
  • Provide advice and support to TMC partners on optimization of Concur Travel
  • Support case escalations.
  • Delivered high-quality presentations and demonstrations, showcasing the value of proposed solutions to prospective clients.
  • Evangelized for updated OBT product following introduction of new features or updated specifications.

Senior System Administrator Client Technology

BCD Travel
04.2014 - 05.2015
  • As part of the Global Client Technology Support team, I supported clients worldwide using Concur and GetThere Online Booking Tools and TSPM Profile Management tool
  • Coached and mentored virtual or remote Site Administration Client Technology team including managing a remote team in Singapore and mentoring a team member in the USA.
  • Treat complex incident and manage configuration changes on customer facing Travel Technology solutions provided by BCD Travel
  • Monitor escalation process from the Site Admins
  • Assess complex incident, apply solution, send feedback to Site Admins or user
  • Completed incident registration with all technical information to allow escalation to the respective internal or external 3 Level support
  • Perform system administration tasks
  • Added topics to the knowledge and solution database

Client Project and Technology Manager

BCD Travel
04.2013 - 10.2014
  • Recruit, train and manage client implementation project managers
  • Implement new clients into the business following specified project methodology.
  • Case manage faults and enhancement requests with Online booking tool providers, Concur, GetThere, AeTM and Sabre Online
  • Lead Level 2 support team
  • Part of a project team to migrate and harmonize BCD Australia's mid-office and back-office system to global standard
  • Helped customers choose solutions suited to specific business needs by offering insight into available product or service options.
  • Provided comprehensive training to team members, resulting in improved performance and skill development.
  • Mentored junior staff members, fostering a positive learning environment that encouraged professional growth.
  • Site audits, site builds and customer implementations for Concur, GetThere and Sabre Online new clients
  • Analyse tender submissions and recommended appropriate online solutions to new and existing customers, including demonstrations to prospects
  • Provide online system demonstrations and training.

Online Technology Solutions Consultant

BCD Travel
02.2012 - 04.2013
  • Worked with new and existing customers to recommend and optimise the use of online travel management products
  • Analyse and Report on Online Adoption and recommend strategies to increase adoption
  • Certified Site Administrator on Concur, GetThere, Sabre Online and AeTM.

Online Helpdesk Consultant

BCD Travel
08.2011 - 02.2012
  • Provide Navigational Support and Troubleshooting for customers using Sabre Online, Concur, GetThere and AeTM.

TTS Manager

Carlson Wagonlit Travel
11.2009 - 07.2011
  • Manage a team of 16 people providing high level Travel Management Services to large multi-national accounts.

Business Travel Consultant

HRG Australia
10.2008 - 07.2009
  • Full international corporate consulting including ticketing in a Galileo environment
  • Working with large market global accounts, government and education sector
  • Account Leader/Mentor role for account dedicated/implant team
  • Role made redundant due to economic downturn.

Team Leader

American Express Business Travel
10.2006 - 10.2008
  • Lead a team of 16 travel consultants servicing global large market accounts and government
  • Achieved a turnaround in TSF from 78% to 86% of calls answered within 20 seconds
  • Built great working relationships with previously unsatisfied and challenging clients
  • Trained Sabre ticketing to staff in Campus Travel (Flight Centre Ltd).

Travel Manager

Flight Centre Ltd
10.2005 - 10.2006
  • Lead a team of 12 consultants offering Corporate Travel Management Services to University of Queensland onsite
  • Achieved most improved office award for FCm Corporate in 2006.

Account Manager

Corporate Travel Management
04.2005 - 10.2005
  • Lead a team of 5 consultants and managed an account portfolio of over 30 accounts spending approximately $8 million per annum.

Travel Manager

Mondial Assistance/Aerius Travel Company
06.2004 - 04.2005
  • A corporate implant role, implement and maintain new account, with domestic and international travel as well as coordinating specialised medical evacuation and other travel insurance.

Business Leader

Flight Centre Ltd
01.1997 - 06.2004
  • Lead 4 teams comprising 23 staff - including performance management of 4 team leaders whose duties included Full after-hours Corporate Travel Management for FCm's Australia and UK branches; Emergency Assistance for Flight Centre Ltd retail customers from Australia and NZ; Customer Help Desk for Flightcentre.com
  • Customer Complaint Management and head office mail handling
  • Implemented new service standards and performance measurement systems and overhauled the pay and benefits structure
  • Realigned staffing structure to more closely match the staffing and skill levels to the workload
  • Introduced new technology to more professionally manage our calls
  • Managed staff turnover down from a rate of 70% in 1998 to zero in 2003/2004
  • Maintained customer satisfaction rates consistently at 4.7 out of 5 or higher in our monthly satisfaction surveys
  • Implemented Service Level Agreements and have turned around financial performance of the area
  • Account Management including KPI and exception reporting to FCL Corporate Division.

COMMUNICATIONS AND SYSTEMS MANAGER

Qantas
03.1994 - 11.1996
  • Developed communication strategies for delivery of information to 6000 crew
  • Revamped the Employee Communications package and system, introducing more professional media including newsletters, glossy magazines and videos
  • Supervised a team of 2 full time and 15 part time communications specialists.

Airport Planning / Automation Consultant

Qantas
03.1989 - 03.1994
  • Negotiate with internal and external software and hardware suppliers
  • Relief as Manager Airport Automation when required
  • Staff and resource planning for Australian airports (about 500 staff across 6 airports)
  • Project manage the development and implementation of large I.T
  • Projects including course development, classroom and individual training of new airport systems
  • Development, implementation and training of efficient airport customer handling procedures including group handling, automated aircraft boarding, flight coupon reconciliation, crewing/documents administration and Domestic to International Through Check-in
  • Help Desk Support, testing and maintenance of the Departure Control System.

Education

Executive Certificate Channel Management -

CompTIA Tech Career Academy, San Francisco
11.2020

MBA - Business Administration and Management, General

James Cook University, Brisbane
05.2012

Skills

  • Business Relationship Management
  • Knowledgeable in Salesforce, Office, Sabre, SAP Concur, GDS, Tramada
  • Customer Service Management
  • Customer Success
  • Operational Excellence
  • Data-driven decision-making
  • Strategic Planning
  • Business Development
  • Global Mindset
  • Cultural Intelligence
  • Customer Relationship Building
  • Performance Analysis
  • Company processes and procedures

Websites

Certification

  • Leadership Skills 2023 - LEAD 200
  • Certified Customer Success Manager (CCSM) Level 1

Languages

Spanish

Awards

  • Flight Centre Global Award - Most Improved Corporate Office Australia 2006
  • BCD Australia Employee of the Year and Circle of Excellence 2012
  • Nominated - BCD Circle of Excellence 2015

Timeline

Senior Partner Business Manager - SAP Concur
10.2016 - Current
Travel Solutions Consultant - SAP Concur
06.2015 - 10.2016
Senior System Administrator Client Technology - BCD Travel
04.2014 - 05.2015
Client Project and Technology Manager - BCD Travel
04.2013 - 10.2014
Online Technology Solutions Consultant - BCD Travel
02.2012 - 04.2013
Online Helpdesk Consultant - BCD Travel
08.2011 - 02.2012
TTS Manager - Carlson Wagonlit Travel
11.2009 - 07.2011
Business Travel Consultant - HRG Australia
10.2008 - 07.2009
Team Leader - American Express Business Travel
10.2006 - 10.2008
Travel Manager - Flight Centre Ltd
10.2005 - 10.2006
Account Manager - Corporate Travel Management
04.2005 - 10.2005
Travel Manager - Mondial Assistance/Aerius Travel Company
06.2004 - 04.2005
Business Leader - Flight Centre Ltd
01.1997 - 06.2004
COMMUNICATIONS AND SYSTEMS MANAGER - Qantas
03.1994 - 11.1996
Airport Planning / Automation Consultant - Qantas
03.1989 - 03.1994
CompTIA Tech Career Academy - Executive Certificate Channel Management,
James Cook University - MBA, Business Administration and Management, General

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Software

MS Office, Salesforce, Sabre, Amadeus, Galileo, Tramada, Tableau, SAP Concur

Work Preference

Work Type

Full TimeContract Work

Location Preference

On-SiteRemoteHybrid

Important To Me

Company CulturePersonal development programsFlexible work hoursWork from home option

Similar Profiles

CREATE PROFILE
Steven Morrow