As Managing Partner and General Manager, responsibilities encompass oversight of day to day operations, including but not limited to:• Managed asset portfolio of 50+ vacation rental units, generating $3.75M in annual revenueo Management of Client Services Teamo Property Acquisition/Business Developmento Management of Vendor Relationshipso Rate Management• Established company SLAs, protocols, procedures and best practices for the organization• Ongoing recruitment, training, supervision and evaluation of employee performanceiTrip Austin provides personalized, world-class vacation rental services and tools to property owners who seek a stress-free experience. We manage the entire vacation rental process from property listings and bookings to maintenance and post-vacation follow-up. We are dedicated to helping property owners in Austin and the surrounding area maximize their rental income. On average, vacation rental property owners who list with iTrip Vacations see a net rental income increase up to 25%. We work hard so our property owners can enjoy more free time, less stress and maximize their investment in their vacation property.With iTrip Austin, property owners will enjoy a long list of benefits:• We have the largest marketing strategy in the industry by placing our owner's properties on 50+ distribution channels. • Owners will enjoy friendly, responsive and client-focused customer service.• We are local which allows us to provide a boutique level of service. • No restrictions on owners use & enjoyment of their vacation propertyThe iTrip vacation rental management program is all about maximizing owner revenue, offering competitive rental rates, keeping bookings high and guests happy. Properties listed on iTrip reach millions of people through extensive advertising, marketing and social media efforts.Contact us today to learn more about our full service, end-to-end vacation rental property management services for Central Texas.

Managed the Client Service Department, consisting of 54 agents across 3 teams (Onboarding, Account Management, Retention) that was responsible for all client engagement. Collaborated with cross-functional teams to improve existing products and services. Responsible for forecasting, hiring, training, performance metrics, building comp plans, and all other operational aspects of the department. Introduced MPS, where there had previously been none, in order to gain performance efficiencies and improve the client experience. Revised team bonus structures to drive productivity, upsell opportunities, and increase client interaction. Implemented 3 surveys to better-understand CSAT:- Exit/Leaver Survey (product focused)- CSAT Survey (service-level focused)- NPS (company focused)

- Responsible for building from the ground floor a Customer Support Team of 8 TORCHx Fulfillment Specialists (TFS) across two offices (Daytona and Austin) who are responsible for the setup of all new TORCHx Clients. Team’s responsibilities include extensive client outreach, heavy interaction with MLS’s, website builds, and SEM campaign setups.- Instrumental in creating and improving processes to streamline setup protocol and shorten time-to-launch.- Created team bonus plan designed to drive performance.- Established SLAs and KPIs to capture team performance and improve the client experience.- Managed a team of 17 Marketing Associates across two sites, one in Austin, the other in St. Lucia, who were responsible for building SEO & SEM accounts across all channels at Yodle.- Managed a team of 15 Maps Verification Consultants across two sites, one in Austin, the other in St. Lucia, who were responsible for working with clients and Google to obtain and built out map listings to ensure ongoing success of marketing campaigns - Post-acquisition, Managed the transition of the Marketing Associate, the Maps Verification, and the Quality Assurance Teams from US to Canada and have continued to oversee all teams as senior leadership in Canada continues to ramp. - Responsible for driving compliance on deadlines, quality & set-up protocols while ensuring customer satisfaction through error-free websites and campaign builds. - Collaborate cross-departmentally to drive set-up efficiency, improve quality of site builds, product enhancements, and deliver process & product updates & roll—outs to both sites. - Meet weekly with Senior staff, Directors, and other key stakeholders to ensure SLA and KPI metrics are being met and delivered.

- Managed two client-facing teams and two Sr. Consultants with 30 total direct reports. - Responsible for hiring, training and developing agents on both teams: Outbound Customer Success Specialists are responsible for interacting with customers to gather information required for the set-up & build of their website, educate them on the Yodle product, and to set appropriate expectations tied to account performance. This team is also responsible for providing ‘flex’ support for inbound client calls, emails and chats, ensuring we are meeting department KPIs and resolving client requests quickly. Email Customer Success Specialists are responsible for fielding incoming inquiries from clients through email, chat and inbound call support, delivering timely responses to all client requests.