Handles customer inquires and acts as the on-property liaison for group sales within the pre-defined peak room parameters for Property Sales. Contracts and closes group business in addition to conducting site inspections. Verifies business is turned over properly and in a timely fashion for quality service delivery. Achieves group revenue goals by actively up-selling each business opportunity to maximize revenue opportunity. Implements the brand’s service strategy and applicable brand initiatives in all aspects of the sales process and drives customer loyalty by delivering service excellence throughout each customer experience.

Oversee leads and manage prospects for the association, government, non-for-profit, SMERF, sports and corporate business while being mindful of the strategic sales plans to effectively negotiate. Developed tailored proposals and contracts for prospective clients negotiating and addressing their needs. Produce room and event sales through prospecting, networking, responding to inquiries, conducting site inspections, client meetings, outside sales calls and building relationships with corporations, industry suppliers, event planners, tour companies, and tourism industry stakeholders both locally and through travel.

Creation of the Calgary Brewery Tour Ltd. Working in conjunction with provincial and municipal government grant programs and support, sought out affiliate partnerships with the Craft beverage industry in order to establish a well received and executed craft experience highlighting the passion, innovation, education, technique and unique products available to the patrons. Executed all contractual obligations, creation of tour commentary, chauffeur/guide training, analysis of toureffectiveness, established marketing and public relation objectives, directed sales pipeline focus and implemented and optimized technology support and process effectiveness.

Oversee and manage staff up to 35 employees within four essential pillars of the company which determined the overall success of our patron’s satisfaction within their guest experience. The four pillars where display service excellence are the Reservation Specialists, Detailing and Maintenance Team, Chauffeurs and Billing Associate. Manage a multi-million dollar annual budget, implemented technology support and process analysis, identified strategic priorities, optimized schedules, and mentored team members to improve performance. Development of performance matrix's, developed and analysed training effectiveness and objectives, as well as recruited and hired staff for all positions. Essential in determining marketing strategy across all forms of media and responsible for the business development and sales pipeline initiatives and diversification. Managed all contractual obligations including logistics planning, budgeting, resource determination, and project planning.

Managed staff up to 11 department members for multiple queues in the Customer Contact Center (CCC) and MasterCard (MC) for Work Force Management (WFM), Quality Assurance (QA) and Reporting needs. Performed technology support and process analysis, identified KPI for contact center, optimized schedules, mentored team members to improve performance. Development of performance matrixes, managed long and short range forecast and capacity plans for a 270-seat, contact centers including logistics planning, budgeting, resource determination, and project planning.

Managed operations staff of up to 25 team members for the cross trained queues of Online, Fraud, EFT (Electronic Funds Transfer, Business Payroll and transactions) and General Service Associates. Staffed the multiple queues and provided coaching, development, and career-path all direct reports. Provided guidance and mentoring around customer interactions focusing on soft skill development, sales techniques to all direct reports. Created and implemented reward and recognition initiatives to support and maintain effective engagement and sales results to quarterly campaigns.

Provided credit adjudication for Business Loans and analysed business client’s monthly operational statements in collaboration with Account Manager determine risk potentials.

Managed staff of up to 20 team members for the Sales and Service Associate positions. Provided guidance and mentoring around customer interactions focusing on soft skill development, sales techniques to all direct reports. Created and implemented reward and recognition initiatives to support and maintain effective engagement and sales results to quarterly campaigns.