Deanna (Dee) Rickert

Sparta, WI 54656
Phone: (608) 797-2783 E-Mail: dee.rickert@gmail.com
https://www.linkedin.com/in/deannarickert

Professional Summary
Highly effective management professional emphasizing innovation and creativity in solving complex problems focusing
on cost reduction strategies. Energetic and results-driven with success in developing and leading diverse teams to
achieve outstanding results while optimizing client value. Dedicated to developing team members strengths to build
dynamic and high-performing teams who surpass company goals/metrics. Excels at streamlining operations to decrease
costs and promote organizational efficiency and health. Nominated and received numerous awards for outstanding
business achievements.

Experience
Carlson Wagonlit SatoTravel

2012-2014

Call Center Manager Operations CWT

Lead and managed Call Center team under various Military Contracts (Air Force, Corp of Engineers, Army and
Department of Defense Agencies: to ensure Government Contract requirements fulfilled, staffing and adhering to
company financial goals. Customer liaison as needed based on established relationship
Engineered a complete transformation blending a frontline office and a call center team to become the first core
hour Military Call Center servicing 99 accounts; efforts lead to sustained positive growth in business results and
in employee and client satisfaction.
Provide continuous day-to-day oversight and managerial direction to staff (70-75) employees.
Collaborate directly with all levels of client leadership including Generals, Chief of Staffs, and key account
personal on military bases as well as the administrative leaders at the Defense Travel Management Office
(DTMO) in the District of Columbia.

Carlson Wagonlit SatoTravel

2008-2012

Manager Operations CWT

Provide continuous day-to-day managerial direction to staff (50-60) employees in 12 CTO offices across several
states.
Participate in reviewing RFP's for Military and Government contracts as well as execute contracts upon reward.
Named manager over Air Force Worldwide Contract.
Supported military contract implementations to include Army, Air Force, Marine and Department of Defense
(DOD) Agencies by developing training materials, provide comprehensive onsite training and participate in daily
feedback calls with senior leadership and DTMO during week one of deployment.
Strategized and implemented the Air Force contract within an accelerated 30 day period; responsibilities for
execution included virtual talent recruitment, development of employee training materials, travel to Wright
Patterson AFB, OH for employee on-boarding and production go-live.
Post Air Force contract enforcement, additional responsibilities included the creation of a proper change
management program aimed at improving technology and the creation of operational efficiencies. Networking
opportunities with Transportation Management Officers allowed for a seamless transition for the traveler and a
successful delivery.
Guest speaker at Army Reserve Yellow Ribbon seminar in San Diego, CA. Collaborated with reserve units to
streamline travel arrangements between units and the TMC for families and military members to attend
reintegration training.
Directed the successful relocation of the US Army Reserve Command TMC support from Atlanta, GA to Ft. McCoy,
WI based on Base Closure and Realignment Commission (BRAC) process. Worked closely with account
management and DTMO to complete the transition.
Assumed and maintained P&L responsibility for the departments under my supervision, including, Training and
Development, Internal Audits, Benefits and Compensation.
Skilled in Lean Six Sigma methodologies, described observations and suggestions for process improvement to
management teams
Communicated consistently and proactively with team members and senior management via phone and e-mail

between meetings, coordinated meeting notes, and helped team members with individual work plans and
development. Developed and implemented training handbooks.
Traveled extensively to meet with clients and consult with internal teams identifying business improvements
that included coaching, training, client relations and technical enhancements.
Traveled to Camp Lejeune, NC for 2 weeks during USMC contract implementation.
Recognized as a SME (Subject Matter Expert) for the governments online DTS tool, developed and provided
company wide training as well as submitted enhancement and system breaks using the DTMO portal.
Nominated as Carlson Wagonlit SatoTravel 2008/2009 M&G Peak Performer for stellar performance,
leadership and initiative for research and recovery efforts of $100,000 in lost revenue.
Recognized as a SME for the DTA6 USMC contract award in 2009. Implemented 11 new onsite locations and
converted existing USMC offices over to a new accounting platform and transitioned new business from Omega.

SatoTravel
Branch Manager

Devised strategic marketing and sales plans to improve revenues, market share, and profitability.
Emphasize excellent customer service internally and externally, created new ways of communicating with
customers that helped decrease costs and increase profitability.
Partnered with Defense Travel System (DTS) and traveled to Battle Creek, MI to participate in government
sponsored DTS training; became first M&G branch office to fulfill online bookings (OBT) for the Army.
Opened channels of communication and encouraged team members to take active role in development and
accessing resources.
Played key role in business development, branding, planning and marketing leisure travel services.
Recognized for Carlson Wagonlit Travels highest employee honor, the Rising Star Award, for solid
management and leadership skills as well as outstanding operational knowledge and cost saving initiatives in
2006.
Received SatoTravels prestigious Employee of Year Award for dedication, hard work and loyalty to continued
success and outstanding contributions in 1997.

SatoTravel
Travel Agent

1994-1996

Satisfied clients by providing professional domestic, international and leisure travel arrangements.
Fulfilled travel requirements for military clients including booking and issuing travel documents for air, bus and
train, reserving car, hotel and BOQ reservations.
Hosted travel booths at local events on base and delivered presentations to various units on TMC services..
Recruited to fill Branch Manager responsibilities in the absence of the assigned manager.

SatoTravel
Administrative Assistant

1996-2008

1992-1994

Tracked and collected data to complete government reconciliations.

Completed deposits, researched aged receivables, ordered supplies.
Assisted manager in collecting data for mid-year reviews.

Employment Sponsored Training

Operational Management: Leadership Strengths; Operational Excellence, focusing on Leadership, Process
Maturity, People, Document Control & Operational Readiness, Measure & Improve and Results

Skills

Cost reduction strategies, P&L Management

Strategic project planning and development
Customer relations specialist
Identify and implement process efficiencies/improvements
Hire, coach, train, counsel employees
Microsoft Office: Word, PowerPoint, Outlook, Visio (Advanced); Excel (Intermediate)