• Grew team from a pilot of 25 people in Mountain View, California, to over 160 people in four locations world wide• Exceeded aggressive Service Level Agreement (SLA) targets within three months of run including 98% quality and 0.5% flush (TAT), never missing target• Exceeded financial targets hitting a FY15 CI of 31.7%; 7.7% over Original Deal Economics

• Successful opening of an Aftermarket Customer Service Centre located in Bangalore, India for this well-respected Aerospace Company. Defined the scope of the solution and created process documentation including Standard Work Instructions. Coordinated all off-shore efforts including hiring, knowledge transfer, and technology set up and deployment. Performed on-site training in India including post go-live support for team• Success of initial project lead to creation of a second offshore team for the Accounts Payable Department. Again, defined scope of solution and helped create process documentation. Selected candidates and provided go-live support to team in India• Responsible for contract health. Ensure service comes in on budget for Accenture. Responsible for continuous improvement to the client and my own organization. Efforts include streamlining and automation of processes • Continuous improvement efforts are managed through project management utilizing the ACE methodology. Team originally had 17 agents and is now 11 due to the successful implementation of continuous improvement projects• First point of contact for Client stakeholders in all departments involved with the call centre

Director, Member & Guest Experience, April 2008 to November 2009West Coast Timeshare, Vancouver, BC / Manila, Philippines Senior Consultant, Richey International, World Wide Travel August 2005 to April 2008 A globally-based advisor to some of the world's leading hospitality and leisure companies on quality management and branding. Has clients (including 61 ‘Top 100’ hotels) in over 90 countries; key clients include the Four Seasons, Mandarin Oriental, Fairmont, Taj, and Peninsula. Director of Housekeeping, The Ritz Carlton, Doha, Qatar April 2004 to July 2005 Director of Housekeeping / Service Express Manager, September 2001 to March 2004 Westin Resort & Spa, Whistler, BC