Amy Willard
About Amy Willard
Amy Willard is the Manager of Operations Strategic Projects - Chat at Expedia Group, with extensive experience in operations and quality management in the travel industry.
Title at Expedia Group
Amy Willard currently holds the position of Manager, Operations Strategic Projects - Chat at Expedia Group in London, England, United Kingdom since 2021. In this role, she oversees strategic initiatives related to operations, focusing on the chat service channel.
Previous Roles at Expedia Group
Before her current position, Amy Willard served as Service Delivery Quality Manager for the EMEA & APAC regions at Expedia Group from 2017 to 2021. During her 4-year tenure, she was responsible for ensuring high-quality service delivery across multiple regions.
Role at ebookers (Orbitz Worldwide)
Amy Willard worked at ebookers under Orbitz Worldwide, where she held multiple roles. From 2015 to 2016, she was the Director of Operations. Prior to that, she was the Sales and Quality Manager and Benelux Operations Manager from 2010 to 2015. She initially joined ebookers as a Sales Development Manager from 1999 to 2004, later advancing to Senior Quality Manager from 2004 to 2010.
Impactful Programs and Systems
Amy Willard led important initiatives such as the design and implementation of a voice of the customer program, resulting in a 15% improvement in first call resolution and customer satisfaction scores. She also launched a retail loss reporting system that saved the company $100,000 in one quarter.
Education and Qualifications
Amy Willard earned a BTEC National Diploma in Business Studies and Finance (Travel & Tourism) from West Kent College, where she studied Tourism and Travel Services Management from 1989 to 1991. She completed her earlier education at Hextable School from 1984 to 1989.