• Manage day-to-day reservation operations, managing affiliate relationships, ensuring ground transportation and insurance compliance, and developing brand strategies.• Oversee 12+ reservation agents in support of clients, which include major financial, travel, and entertainment companies along with private local clients.• Coordinate office staff activities, evaluate and manage staff performance, recruiting and selecting reservations team. Organize orientation and training of new staff members, implementing procedural and policy changes to improve operational efficiency.• Handle complaints when necessary and provide appropriate solutions and alternatives in a timely manner with a scheduled follow up to ensure resolution.• Collaborating with VP of Operations, oversee all licensing and management of IT systems, email, and Microsoft 365 accounts.• Instrumental in the implementation and testing of new internal reservation and dispatch system.

• Manage and direct all coordination and logistics for offsite events throughout the nation with events ranging from several customers to over 750 per event.• Achieved overall performance expectations of the client, maintaining communication in order to ensure operations comply with clients SLA's, financial, operational and security procedures and policies.• Lead point of contact for all matters specific to client, oversaw customer account management and support, assisted clients with billing, general inquiries, bookings, sales and changes on their accounts.• Assisted in restructure of bus fleet during company transition, resulting in $100K profit in first year.• Coordinated the development and updating of standard operating procedures for all business operational activities and performing additional responsibilities as assigned, to meet business needs.• Led the IT support for transition to new Hudson system and managed daily technical system support.

• Responsible for all business development, operations, and financial management of the firm.• Developed, implemented, and managed efficient and effective operational policies, procedures, processes, and performance monitoring.• Advised clients on laws, regulations, insurance, and compliance issues pertaining to payment and service options available.• Assessed workflow prioritization on a daily basis to confirm that metrics and benchmarks were consistently achieved.• Developed Key Performance Indicators (KPI’S) and gave structure to staff coaching process to hold team accountable for reaching targets leading to a 95% client satisfaction and retention rate.

• Managed relations between MasterCard Worldwide and prepaid card issuers, program managers, processors, and card issuing banks acting as liaison between internal teams and customers. • Led and directed a successful implementation of the largest merchant payroll card offering in the U.S. for Wal-Mart resulting in the issuance of 334,000 cards in first year generating more than $2.7B.• Developed procedures and best practices that ensured the completion of Pay Pass merchant implementations on time, on budget and in scope.• Implemented MasterCard Pay Pass technology at major sporting complexes housing numerous MLB and NFL teams while partnering with food service merchants, and POS companies. • Led the Direct Express card implementation project issuing 500,000 prepaid cards in the first year and completing project 4 months ahead of schedule.• Directed the launch of the first U.S. issued travel card allowing for multicurrency loads for Travelex.• Created and lead technical training sessions, supported numerous sporting events, and promotions.

• Provided mission critical IT support to the business in areas including business continuity, disaster recovery planning, server & desktop configuration, enterprise operating systems implementations, software updates and security updates. • Directed numerous technology related projects for global payments company with more than 5,000 employees including several regional offices. • Managed vendor relationships, including RFP development, ensuring cost effective on time delivery of products and services.• Coordinated training programs for new and existing employees to introduce new programs, products, and procedures as necessary.• Developed standards, policy/procedures, and SLAs, resulting in 96% client approval rating.• Automated software and security implementations resulting in 90% reduction in delivery time.

- Supported and configured Microsoft Windows systems for more than 1,000 users.- Lead support for all senior level executives.- Configured and maintained production and test servers.- Organized and managed groups of consultants for various cross-department projects.- Trained help desk personnel to speed response times; ensuring proper escalation/problem resolution.- Built procedures, and implemented strategies in support of numerous international conferences.- Assisted in the developing of the technical infrastructure for several new regional offices in the U.S., Asia, and Europe.