Christopher Serpe Email & Phone Number

New York, Ny, Us

New York, New York, United States

New York, New York, United States

Direct teams across 5 continents to plan and execute a range of organizational objectives from ideation to actualizationDefine and track metrics to monitor success of initiatives and goalsProvide analysis on KPIs including revenue growth, P&L, resource utilization, budget allocation, and project realization to C-Suite and department VPs during weekly leadership meetingsPrepare weekly executive level summary using 5-15 report format for COO Outline team infrastructure and partner with People Operations to onboard and develop talent Formulate dynamic pricing schedule to maximize initial revenue and minimize late-stage spoilageDevelop a scalable group sales strategy for company-wide useCreate partnership and acquisition models that ensure strategic success and limited risk exposureAlign resellers’ POS solutions with supplier booking platform API to optimize revenue funnelKey Achievements:Oversaw 8X growth from DOH from $3M in 2021 to $25M (projected) in 2023 Headed selection, contract negotiation, and implementation of Salesforce Service Cloud CRMOrganized a multi-faceted response to mitigate payment disputes by over 80%Initiated trip-protection program, with (conservative) projected return of $200K in first yearDeveloped multiple process automations by authoring requirement documents with use case scenarios, user journey needs, and intended workflows

Greater New York City Area

Owned all aspects of planning, performance, promotions, P&L, and account management for hotel sales divisionPerformed site visits to nurture relationships with partnered properties, and to ensure staff, workspace, and properties were functioning at company standardsManaged multiple aspects of HR management from planning through off-boardingIdentified potential vendors, negotiated rates, vetted service agreements, and maintained supplier procurement and contract records Defined risk-management plans and triage processes for any potential large-scale disruptions to operationsAligned goals between divisions to promote complementary campaigns and decrease duplicated effortsKey Achievements:Effectively oversaw all daily operations at 50+ NYC hotel properties with 100 direct reportsReworked commission structure of sales team to drive revenue and best reflect needs of company Standardized all processes and incorporated best practices to ensure division was optimized for scalability

New York, Ny

Managed best-in-class service team in a high profile, high-volume location Fostered relationships with suppliers, restaurants, and local tour and service providers to create bespoke VIP experiences, group itineraries, and customized special eventsMet with hotel executives weekly to review feedback metrics, identify growth opportunities, and create action plans Developed a “traffic-light” station protocol to address team members primary, secondary, and tertiary responsibilities as informed by differing volumes

New York, Ny

Designed and executed comprehensive training program for company-wide useCoached agents on most effective sales techniques, product knowledge, and customer service essentials; Guided agents to maintain decorum in evolving situations, projecting care and concern to a wide-variety of guestsRecorded/reported trainee progress, identified areas of improvement, and developed agents emotional intelligence

Greater New York City Area

Create customized electronic news streams for clients, drawing from multiple news sources and consolidating stories into industry-specific packetsWork closely with Management to identify content by current relevance, and to add and remove topics accordinglyWork closely with Technical staff to address issues affecting software

Assisted guests with transportation, dining and entertainment needs as askedRelayed guests requests to correct departments as needed and data-based all feedback for future reference

New York, Ny

East Lansing, Mi

Education record

Ny State Regents Diploma