Summary
Overview
Work history
Education
Skills
Timeline
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Anthony Maxwell

London

Summary

With over 30 years of experience in the travel industry, I am passionate about delivering exceptional customer service at every touchpoint. My career has taken me from working as a frontline travel agent to a managerial position, and more recently, into the tech side of the business as online booking tools and self-service technology evolved. Throughout my journey, I’ve consistently focused on enhancing the customer experience, whether through personalized service or developing innovative solutions. Now, I am eager to bring my skills and commitment to creating outstanding customer experiences to a train manager role, where I can directly connect with passengers and ensure their safety, comfort and satisfaction while traveling.

Overview

38
38
years of professional experience

Work history

Senior Technical Business Analyst

CWT (formerly Carlson Wagonlit Travel)
London
03.2018 - 08.2024
  • Contributed to the Global Traveller Technology Team, supporting the development and delivery of CWT's client-facing web and mobile booking platform, ‘MyCWT,’ enabling travellers to manage and book their travel arrangements independently.
  • Delivering continuous, customer focused features and improvements using agile methodologies.
  • Worked collaboratively with the team, including developers, QA's, UX design,product management and client facing teams.
  • Conducted research and gathered information from multiple sources to present clear results and enable the successful refinement of user stories.
  • Wrote functional specifications and user stories for systems developers and completed regular updates to incorporate changes.
  • Delivered internal and Client facing documentation and training for upcoming new features/releases.
  • Proud to have lead the team winning best in category for traveller experience during CWT's AI Hackathon 2023.

Online Implementation Consultant

Carlson Wagonlit Travel
London
04.2007 - 03.2016
  • Project managed clients online booking tool implementations.
  • Produced and managed project plans, holding regular meetings with the client and other stakeholder.
  • Configuration and customisation of software platforms (SAP Concur, Get There and Trainline) to meet clients needs and travel policies.
  • Setting up data interfaces , inbound and outbound, to synchronise with other 3rd party applications such as HR feeds for users or post booking price audit software.
  • Fully test the system before deployment to ensure booking flow and policy are working as expected and rectify any issues that arise.
  • Provide client training , written and in person , on how to use the tool effectively. Including navigation, travel policy and search/booking functionality.
  • Streamlined project management procedures by utilising relevant software tools.

Section Manager/Onsite Travel Office Manager

Carlson Wagonlit Travel
London
04.1995 - 03.2007
  • Responsible for managing various teams of corporate travel agents, overseeing day-to-day operations, ensuring excellent customer service, meeting sales targets, and providing guidance and training to their team while coordinating with suppliers and managing client bookings, all aimed at delivering seamless travel experiences for customers.
  • Assigning tasks, delegating responsibilities, and monitoring team performance.
  • Providing coaching, feedback, and training to develop team members' skills and knowledge.
  • Addressing performance issues and resolving conflicts within the team.

Various Business Travel consultant roles

Various travel companies
London
01.1987 - 04.1995
  • Research and provide options for flights, accommodations, and transportation within the clients travel policy.
  • Create and book travel packages
  • Make reservations and issue tickets
  • Provide advice on travel regulations and requirements for visas and passports
  • Advise on safety measures specific to each country
  • Provide real-time information and assistance to business travellers.
  • Communicate with clients before, during, and after their trip to address any concerns or issues that arise
  • Facilitate changes to itineraries

Education

Certificate of Higher Education - Supervisory Certificate in Business Travel

City & Guilds of London Institute
London
08/2000 - 08/2001

Certificate of Higher Education - Certificate in Business Travel

City & Guilds of London Institute
London
08/1994 - 08/1994

A-Levels - Computer Studies/Biology/General studies

Cardinal Newman RC School
Coventry
09/1984 - 06/1986

O Level - Mathematics/English Language/Biology/Computer Studies/French

Cardinal Newman RC School
Coventry
09/1979 - 06/1984

Some College (No Degree) - First Aid At Work

St John Ambulance
London
10.2001

Skills

  • Problem-solving
  • Public speaking
  • Communication skills
  • Proficient in travel software
  • Process improvement techniques
  • Prioritising tasks
  • User story creation
  • Jira
  • Agile and scrum methodologies

Timeline

Senior Technical Business Analyst

CWT (formerly Carlson Wagonlit Travel)
03.2018 - 08.2024

Online Implementation Consultant

Carlson Wagonlit Travel
04.2007 - 03.2016

Section Manager/Onsite Travel Office Manager

Carlson Wagonlit Travel
04.1995 - 03.2007

Various Business Travel consultant roles

Various travel companies
01.1987 - 04.1995

Certificate of Higher Education - Supervisory Certificate in Business Travel

City & Guilds of London Institute
08/2000 - 08/2001

Certificate of Higher Education - Certificate in Business Travel

City & Guilds of London Institute
08/1994 - 08/1994

A-Levels - Computer Studies/Biology/General studies

Cardinal Newman RC School
09/1984 - 06/1986

O Level - Mathematics/English Language/Biology/Computer Studies/French

Cardinal Newman RC School
09/1979 - 06/1984

Some College (No Degree) - First Aid At Work

St John Ambulance

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