Katarzyna Bratko

The purpose of this position is to manage relationships between the clients ( e.g. Eurostar, Amadeus) & company. This role involves engaging in variety of tasks including project management, implementation of IT solutions onto partner's website, coordination of the projects, strategic planning, relationship management, negotiation, business development and keeping record of revenue at the same time.

Achievements:
• Manage simultaneously 10 accounts from smaller to largest partner in EMEA
• 20% YOY growth of revenue thanks to implemented developments
• 50% uplift of most of the merchandising campaigns
• Managed 30 successful release changes & 10 partners' integration

Account Management
• Responsible for managing partners’ account with a focus on company's profitability and partner’s growth
• Organising trainings, workshops, quarterly partnership overview for the clients' stakeholders
• Responsible for setting up and executing partnerships' objectives
• Accountable for forecasting and overlooking revenue and transactions volume
• Ensuring that proposed IT solutions adhere to the existing laws of the countries where clients operate
• Negotiate contract extensions for the existing clients
• Implementing and maintaining loyalty programmes onto customer websites
Project Management
• Accountable for website development planning and release cycle management
• Responsible for identifying and prioritising solutions to grow partnership
• Acted as a programme manager for project streams
• Managed on-time delivery of objectives ensuring the project remains within the budget
• Responsible for reporting & sharing results on a regular basis to key stakeholders and senior management
• Responsible for analysing day-to-day website processes
• Responsible for monitoring traffic trends on Google Analytics
Business Development
• Actively researching market for new business opportunities
• Participation in the business pitch and RFP processes for the company
• Participation in the negotiation of contracts for potential partners
Customer Service Processes
• Responsible for setting up & monitoring customer service processes
• Monitoring customer service satisfaction's levels
• Cooperating with the revenue protection team for any fraud enquiries
Merchandising
• Responsible for managing pricing, promotions and presentation of content
• Accountable for supporting partners’ promotional campaigns and requirements to grow online & offline sales
• Responsible for assessing merchandising campaign results and making recommendations for improvement

Achievements:
• Managed over 25 successful newsletter campaigns
• over 50% reduction in the charge back rate by introducing enhanced fraud prevention processes
• Overlooked implementation of over 3000 hotel suppliers

Account Management
• Responsible for establishing new business opportunities
• Responsible for developing existing partnership with hotel suppliers by up selling solutions
• Acted as Account Manager for the key hotel partners & hotel groups
• Responsible for monitoring and analysing performance of the hotel partners
• Responsible for organizing workshops & training for clients
• Assisted hotel partners with system implementation
Office operations
• Responsible for managing operations of the office
• Accountable for organizing & coordinating trade fair visits such as the WTM
• Responsible for training of new staff
• Managed customer service, service management and data administration teams
Customer Service Processes
• Accountable for setting up & controlling payment & refund processes via Realex
• Responsible for resolving escalation of customers' complaints
• Responsible for controlling handling of fraud prevention processes
• Responsible for monitoring transactions volumes
Merchandising
• Accountable for the managing company's CRM involving B2B and B2C Newsletters
• Responsible for managing banners and promotional campaigns on the website

I was responsible for inputting applications for finance from sales representatives, brokers
& dealers. I was accountable for preparation of the agreements for the customers.
I was responsible for checking the incoming contracts & delegation of the contracts to payment department. I acted as the administrative support for sales representatives.

I was responsible for the booking process for both individual and group bookings and for organising the accommodation for conferences, business events guests and tours. I have cooperated with both Sales and Reception to negotiate rates and special promotions ensuring all special requests and group bookings are handled correctly. I was awarded the prize for the Employee of the Month in January 2008.

I was responsible for checking-in guests & assisting with conference and event organisation.
I was responsible for dealing with incoming calls, switchboard duties & payment handling. I have managed group bookings & online sales distribution channels.

I was responsible for managing international clients' accounts and acquiring new clients abroad. I dealt with the implementation brand into new markets. I was responsible for organising merchandising events & fair trade shows ( Warsaw, Prague, Milan, Frankfurt ).
I was accountable for design of advertisements in the branch magazines, catalogues and leaflets and managing annual merchandising calendar and advertisements' pricing.