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Responsible for the end to end service partner experience, from acquisition to retention/loyalty.- Designed and executed compelling value propositions and sourcing strategies to grow the work-at-home network- Shaped policy, process, and systems that fairly and clearly address customer needs- Partnered with IT leadership team to ensure technology is optimized for customer success- Led the company’s supply chain and logistics strategy to maximize efficiency and effectiveness- Oversaw Learning Design & Delivery for the entire gig economy leveraging the Arise Platform- Innovated and drove loyalty and retention strategies across the Arise Platform

• Responsible for growing, leading and improving performance of a $1.5 B region, consisting of 170 managed and franchised properties and over 2,500 managed employees. • Served as Executive Committee member on the Board of the New York Hotel Association • Active Board Member on the Americas Diversity & Inclusion Council• Led the operational execution of the inaugural US Open sponsorship agreement with IHG Hotels and Resorts• Successfully navigated and led NY region through the global pandemic with a hands-on approach to achieving owner and customer satisfaction during unprecedented times

Responsible for building and delivering a patient-centered experience across the continuum of care. Partner with patients, physicians, nurses and healthcare staff to ensure safe and high-quality care is delivered in a compassionate and empathetic environment.

Key member of the executive leadership team responsible for the development and delivery of a complex set of program offerings with an emphasis on white glove service and operational excellence. Collaborate with internal stakeholders and external business partners to ensure flawless execution of all programs.* Drive continuous improvement across all programs, with the ultimate objective of attaining efficiency and effectiveness while driving superior Net Promoter Scores.* Increase customer satisfaction throughout all touch points of the customer journey.* Build, lead and inspire a workforce of 25 full-time and 700 seasonal employees committed to exceeding customer expectations.* Oversee P&L $30+ million.

• Owned the end-to-end member experience – from acquisition and on boarding, to problem-resolution and retention/renewal.• Analyzed customer related data to identify trends, wins, and potential challenges.• Developed strategies and creative solutions to always improve the CLEAR member experience.• Identified and employed technology solutions to drive efficient and effective customer interactions.

• Led operations and strategic direction with full responsibility for top and bottom-line results. • Provided cross-functional management to field operations, sales, human resources, business development and customer service teams.• Built solid relationships with key stakeholders in order to grow the pipeline.• Developed tools and key performance indicators (KPI’s) to measure results and improve processes.• Analyzed data and customer feedback to constantly improve customer experience, operational effectiveness, and strategic direction of the company.

• Rapidly grew a high-performing field operations team to support a growing startup company.• Developed consistent standards and defined expectations for customer experience across all locations.• Created a procurement strategy to maximize efficiencies.• Coached and mentored managers. • Developed relationships with business partners to help grow the business.

• Led daily operations and provided strategic direction for a 1220 room convention hotel with over 500 union employees and $100M in annual revenue.• Managed a product and service initiative to establish landmark property as best-in-class hotel among its competitors.• Creatively launched sustainability initiatives to enhance the hotel’s positioning and investment in the community.• Formed strategic partnerships with Sales and Revenue Management teams to drive top-line results.

• Managed all aspects of the hotel’s daily operations, including: Engineering, Food & Beverage, Conference Services, IT, Risk, Style, Welcome Office, and Guest Services.• Directly responsible for building and sustaining a culture of service excellence.• Managed sustainability initiatives that promoted a healthy environment for associates and guests.• Maintained direct P&L responsibility. Consistently delivered strong department margins through cost savings and labor control.

• Led the Rooms Division, comprised of 250 associates in Housekeeping, Front Office, and Guest Services.• Maintained direct P&L responsibility ($55 million in revenue, $40 million in profit). Consistently delivered strong department margins through revenue generation, cost savings, and labor control.• Helped managed and coordinate a $50 million room renovation.• Directly responsible for building and sustaining a culture of service excellence, as proven in year over year lift in Guest Satisfaction and Trip Advisor ratings.

• Led project teams responsible for implementing key strategic initiatives across the division’s 500 properties, including an economic contingency plan, a cost neutral centralized operations support team, a paperless pay system (projected savings of $1.8 Million), and various sustainability initiatives.• Created and implemented a Stewardship Report, which established Starwood as a partner of choice within the Owner/Developer community.• Participated in largest asset sale in company’s history.

Led high-revenue strategic projects while providing training and development to junior analysts on team. Provided strategic analysis and operational improvements for key clients.State Government, Department of Welfare• Managed the design of a web-based application for the State’s Department of Welfare. Decreased ongoing Statewide IT costs for county systems by 35%, maintained $500 Million in Federal funding for Medicaid Waiver Services, and provided justification for the Department’s $1.4 Billion annual budget.• Led a 10-member cross-functional team to assess and redesign the organization’s business processes as a result of the large-scale implementation. Analyzed the policies, procedures, technical infrastructure, and training necessary to support the redesigned processes.Healthcare Insurance Company• Created Access Database and Point of Entry Form for Sales & Marketing, Rating, and Actuarial teams. Analyzed data, identified most profitable market segment, and developed recommendations for sales force to retain and grow middle market account. Increased projected company revenue by more than 10% per year.Global Pharmaceutical Company, Merger Integration• Worked with CEO and Global HR Director of leading pharmaceutical company ($32 Billion in revenues) to design a post-merger organization strategy. Designed, developed, and implemented appropriate performance management processes to support effective development and deployment of individuals and leaders. Designed and implemented a global culture integration process across the organization.