Background

Results-oriented leader with a diverse professional background spanning multiple functional areas including Customer Service, Operations, Business Development, Sales, and Training where resulting employee, workflow, customer service and process improvements are the norm. Proven track record of tackling organizational challenges with creative business solutions that reform underperforming departments through the application of decisive decision making, process improvements, project management, and elevating the performance of team members.

Job experience

• July 2019 - March 2020
  National Director of Operations, MTravel Hosting Services
  Corporate Travel Management (Formerly Montrose Travel)
  

  La Crescenta-Montrose, CA, USA

   Managed team of 20 that consisted of Business Development, Marketing, Sales, Training and Help Desk Support
   Effectively supervised network of 1500 independent travel counselors
   Successfully implemented new technology for the independent travel agents to help them achieve their goals
   Crafted strategies based on knowledge of current and future customer demands and updated organizational resources to meet those demands
   Created and updated processes to improve workflow to better support business objectives
   Analyzed existing fee structure to determine profitability and services provided in order to maximize revenue by adjusting those fees
   Successfully negotiated contract and implemented new learning platform to streamline training which provided additional services to the independent contractors
   Effectively handled customer service escalations
  

• January 2016 - July 2019
  Operations Manager, Allure Group Journeys & Allure Support Team (Allure is CTM’s Leisure Travel Division)
  Corporate Travel Management
  

  La Crescenta-Montrose, CA, USA

   Managed Leisure groups, working directly with group organizers and individual clients to create group travel arrangements
   Streamlined and administer special projects for senior leadership which included implementing and facilitating training on an internal booking tool
   Managed support team that consisted of 5 employees that handled Reception, client invoicing, creating customer travel documents, supply orders and general office assistance
   Effectively implemented processes between agents and support team which resulted in increased efficiency that produced a better quality product to the client
  

• July 1996 - January 2016
  Operations Manager, Group/Meeting/Incentive Division
  Montrose Travel
  

  La Crescenta-Montrose, CA, USA

   Managed team of 15-20 agents, meeting planners and support staff
   Created annual operating budget and sales plan to achieve said plan
   Trained all staff regardless from support through sales and business development
   Effectively handled customer service escalations
   Implemented web database program to manage all group travel sales which resulted in a 50% increase in productivity and a 65% decrease in errors
   Continuously streamlined existing processes to increase productivity and profitability
   Maintained 80% return business year over year
   Managed special projects for upper management:
  o Created and managed a multidivisional team of 30+ agents to relocate thousands of homeowners following a community gas leak. Project spanned 6-7 months and was in addition to my existing duties
  o Prepared and managed training projects
  o Planned and executed company functions