Silvia Kalcher

In addition to "Global Account Manager": Cooperation with customer = analyzing potential savings, travelpolicy changes, streamlining procedures/processes, improve efficiency, reduce costs - meet customer's needs, SLA monitoring (KPIs). Online-booking system in 18 countries/central fulfillment Austria (80% no-touch). //Head of MICE services (since 2015) - 23 empl. Focus on exploiting synergies&cross selling opportunities, streamlining processes, increasing revenue&customer satisfaction.

Account Management (incl. RFP), coordination/management onsite Travel Office, (23 empl.-recruitment, performance reviews, staff monitoring, etc), financial administration (e.g. budgets&financial statements, credit card reconciliation), tracking/analyzing operational costs (incl. reporting), office profitability/customer satisfaction. //Operations Manager - staffing, costs, processes, quality control, etc. Projects: Office closures/business relocation& centralization/central fulfillment/virtual service team.

Coordination and management of one branch office operation (responsible for human resource management, budget, car coordination, etc.). Main contact for key corporate customers, acquisition of new corporate customers as well as relationship manager for hotels and travel agencies in Vienna.

Personal assistant to the project manager of the trade fare hall at the WTC (World Trade Center) Vienna Airport incl. sales and relationship management, negotiations with key customers, coordination and organization of events (exhibitions, meetings, conferences, etc.) for more than 1.000 guests, negotiations with sub-contractors.

Coordination and management of a dedicated branch office operation incl. human resource management, stock control, purchasing and marketing & sales activities as well as financial auditing.

Acquisition of new clients within Europe, main contact for Travel Agencies. Administrative matters (client database, market researches, promotions, etc.). Global marketing /sales activities (e.g. Viennese week in Tokyo and Hong Kong - gala dinners and buffets up to 1.000 guests). Coordination of events (gala dinners, conferences, meetings, weddings, etc.) for up to 2.000 guests. Management of a catering service and two Golf Club Restaurants (planning, HR, budgeting, purchasing, stock control, etc).

Assistant to the manager. Acquisition of new clients within Austria. Responsible for events (monstly balls) with up to 2.500 guests as well as big conferences. Budget pre-work, bids and agreements with customers.

Diplomarbeitsthema: Qualitätssteigerung und Kostensenkung durch Prozessoptimierung im globalen Reisebüromanagement mittels Einsatz von "Six Sigma".