Manages all the logistical components from inception to completion of programs delivered by Wharton Executive Education.Collaborate with key stakeholders such as Directors, Faculty, IT, and Facility staff to ensure programs are delivered with high quality and exceeding expectations according to the Wharton brand standard. Responsible for the implementation and management of needs assessment process, observable outcomes, and follow-up for all programs in portfolio.Sustain partnerships with clients, faculty, and guest speakers related to all aspects of program delivery, scheduling and special events. Ensure all program accommodations are assigned, and maintain master knowledge of the available delivery space. Monitor and track program financials to maintain accurate billing and budgetary items. Provide post program feedback to the Academic and Program Directors on the outcome of delivery and suggest future changes.

Collaborate with the Director and Vice President of Operations on departmental strategies and needs.Oversee multiple projects simultaneously, communicated with various stakeholders to achieve deadlines while meeting and exceeding customer satisfaction. Create clear and attainable project objectives; built project requirements and manage the triple constraints for projects to include cost, time, and quality. Extract, review, and analyze daily reporting on call campaign strategies and measure success.Develop project directives to reduce the risk of overall failure plus implement control measures to restrict costs.Manage and audit Customer Information system and personnel; execute weekly performance management metrics reviews and derive improvement plans. Analyze and resolve all matters related to management policies and general business operations while overseeing over 15+ resolution agents.Accountable for the group collection, quality assurance and Key Performance Indicator (KPI) goals.Train, Coach, and develop agents through live monitoring, call blitzes, and completing 2 side by side evaluations with every resolution agent monthly. Drive agents to achieve their individual and team budget monthly. Administer invoices and receipts for Commercial Business accounts.Manage department billable production hours to meet the client's monthly requirement.Maintain client and company compliance and quality scores of 95% and above.

Oversee and train leadership, Human Resource, customer service related classes and to ensure information was accurate and up-to-date.Assign and create agent schedules to ensure proper coverage for the department hours of operation. Manage operational projects from inception through completion to meet corporate objectives. Manage a team of 15 Customer Information Agents and Manual Dialers.Perform side by side evaluations on every CIA that reports directly to the manager. Ensure that each CIA is meeting departmental and client metrics daily. Assist and document any customer complaint calls. Ability to perform all functions of the team lead functions.

Identify the right party contact on each call to successfully transfer to the Resolution Agent.Successfully confirm the contact information on the account is viable to reach the customer. Meet departmental and client metrics as communicated by management. De-escalate any customer complaints and document to management.Manually dial through the dialer system to ensure the Resolution Agents received calls.

Work with the Reservations Department Manager in developing monthly goals and objectives for the department.Work directly in conjunction with the executive and sales offices for special reservations and group needs. Train all new employees in the Reservations Department in accordance with the Loews Hotels Brand Standards; maintain ongoing training for the Reservations Department; develop weekly training topics and perform employee spot checks and evaluations.

Rotated and trained extensively throughout the various key departments in the 3 luxury hotels on the Universal Orlando Complex Property. Managed day to day operations to include scheduling, labor management, quality assurance, and team member relations, special projects and tasks in each department.