Achieves revenue and other performance goals by implementing and managing customer care programs and processes that drive the overall strategy for cost-effective, profitable customer contact center operations.Drives member satisfaction and guest loyalty by developing and monitoring hiring and retention practices that will support a customer focused operations center that is committed to providing effective and quality services.Meets financial objectives by overseeing and managing annual budget.Develops, implements and maintains technological and procedural systems that position the company as a Customer Care service leader.Directs the development of the Contact Center staff by assessing strengths and weaknesses and providing appropriate developmental and training opportunities. Drives process improvement in the Contact Center to meet the business objectives.Optimizes operations and delivery of customer care by collaborating with members and internal departments.

Professional Responsibilities and Principle Accountabilities Include: Coaching/Directional support for 7 People Leaders and 2 Support staff - a total of 108 staff across multiple geographically dispersed locations. * Improved Employee Satisfaction/Engagement in key work groups by 16% or more and Exceeded Point of Arrival in all 13 Dimensions measured via thorough communication/inclusion planning and State of the Business transparency. Led monthly one to one feedback sessions with my Direct Reports and Quarterly feedback sessions with all staff* Led efforts to reduce Cost per Transaction by 36% Year over Year via Six Sigma reengineering and process centralization which improved Speed to Market by 50% and Increased Pre-Tax Income by $1.4MM. * Produced new On-Line and Executive Platforms to standard Group Air product to capitalize on market shift and maximize staff functionality/productivity. Increased Transaction volume by 55% * Improved Client Satisfaction Survey results to over 90% via Strategic Operational Leadership and raised the US Groups office ranking to #2 of 14 in the US from #14 of 14 in 2008.

Business Travel. Professional Responsibilities and Principle Accountabilities Include: Coaching and Development of 5 local and 7 remote exempt/non-Team Leader employees utilizing Situational Leadership. Analysis of Customer feedback to develop and motivate staff, promote quality in achieving business targets and play a key role in developing strong partnerships with colleagues. Ensure operational execution on service level commitments, and improve the cost and efficiency of the Group Air business. * Enabled growth of 80% in revenue and transaction volume in the group air organization, sold and implemented over 30 new group air accounts* Led efforts to streamline operational efficiencies across the PHX group air organization thereby increasing productivity by 20%. * Partnered with various business units, colleagues and senior leaders to develop additional streams of revenue into the business and 14/14 on the employee survey with 100% Leadership Effectiveness.* Dedicated leadership Mentor for employee, resulting in promotion to higher Band.* Authority Delegate for Director, Band 40 SDL.

Business Travel. Professional Responsibilities and Principle Accountabilities Include: Coaching and Development of employees providing business travel service for external corporate clients -IBM, Goldman Sachs (UK). * Eliminated Low Air Fare audit penalties across the IBM network. Saved @ $4 MM, 2003 and 2004 audit over 99% Accuracy.* Quality Leader for IBM Network. Improved 19 of 20 categories on Customer Listening Survey, Reduced PFL by 50% or greater, Solicited and acted on over 200 Employee suggestions to improve Quality

Business Travel. Professional Responsibilities and Principle Accountabilities Include: Provide Domestic and international travel services to our corporate clients - IBM, Monsanto. .* Superior Productivity and Quality: recognized as Star Performer and Pacesetter (top 5%) during tenure as a Travel Counselor* Selected as Quality Coach - mentoring, coaching, and providing feedback for 'new hires' in a 'learning lab' environment* Selected for Lead Office Counselor program, fall of 1999. Successfully completed program