Providing company wide reporting and insights to Brand Operations, Resort Operations and the Chief Customer Officer.Managing provider relationships and program manager for three customer survey platforms: Qualtrics, Medallia and Mobius.Unifying reporting and standardizing customer satisfaction data from various data sources, post company acquisition.Visualizing analysis in dashboards for a wide range of audiences, from Chief Executives to Frontline employees.Creating scheduled and one-time reporting based on a multitude of disparate data sets: Customer Satisfaction Surveys, Quality Assurance Audits, Product Procurement, Social Media Reviews, Custom Internal Surveys, Sales & Marketing Operations.Creating new reporting through inter-departmental cooperation by establishing unique identifiers that previously did not exist. This allows us to segment our customers in new ways and cross reference it with our customer satisfaction data.

Providing data driven insights, reporting & goal setting on Customer Experience to Bluegreen’s Executive Committee & CEO. Managing Voice of the Customer programs for 60 Resorts, 2 Call Centers, 2 Websites, 160 Retail locations: Surveys (Medallia), Text Analytics (Medallia), Social Media (Netbase / Bazaarvoice) & Mystery Shoppers.Combining a multitude of data sources, I created a sales journey analysis tool to monitor trends & specific cases to advise the Sales Integrity Committee. It allows the Committee to devise strategic & tactical action plans at any level. We identify potential Sales Integrity Violations among our sales cycles investigated by HR & Sales Leadership. The Sales Integrity Committee consists of members from Sales, Human Resources and the Legal Department.I created reports that monitored the Customer Experience of Bluegreens joint ventures with other companies. These reports would be used by the executive committee and their partner company counterparts to manage the business relationship. Data Sources for these reports would include Social Media monitoring and Customer Satisfaction Surveys.Created a framework capturing customer satisfaction from first point of contact to sales cycle to resort stays during the first two years of customer tenure. The framework allows to measure & manage satisfaction amongst customers originating from our main lead generating business partner.Worked with the IT team to create unique customer identifiers across all our survey programs to track NPS (Net Promotor Score) and satisfaction scores across the Bluegreen customer journey.Social Media and News Monitoring: Using Netbase I built dashboards to analyze Social Media and News activity online. We specifically focused on our own company, competitors and business partners.Collaborating with leadership of our Resort Operations and Call Centers to tie employee compensation to customer satisfaction scores and set departmental overall satisfaction goals.

Managed top line revenue for two Miami Beach properties, a 251 room, four star beachfront hotel and a 97 room, three star hotel.Transformed existing reporting structure from descriptive statistics to a strategy first mindset based on prescriptive analysis that devised pricing strategies by segment with daily detail & yearly comparison metrics.Leveraged vendor relationships to execute distribution channel specific strategies that minimized commissions and maximized revenues. This strategy resulted in a 12% yearly revenue increase from our distribution partners.Advised the Ownership Group, General Manager & Sales Director on latest sales optimization & pricing strategies.Improved predictive pricing & forecasting algorithms by collaborating with our Revenue Management System vendor.Microsoft PowerBI: Created dynamic visualizations and reports; managed data queries & relationships; wrote DAX measures & calculated columns; used Power Query to clean and standardize data models across sources.Coordinated with the Sales & Marketing team to leverage our strategies through online marketing campaigns.Managed the Reservations Department to follow sales & rate strategies while handling online stay enquiries.Coached the Revenue Manager during the creation of a standardized distribution channel audit report.

Managed top line sales for 20 all-inclusive resorts in the Caribbean.Improved the competitiveness of our properties and room types using Tableau to analyze "on the books" sales, forecasts, competition data and market metrics for up to 3 years out. 6% Total Revenue increase vs. 2017, 11% vs. 2016.Shifted business between distribution channels to reduce commissions while growing revenues and establishing new markets.Worked together with the Sales & Marketing department to optimize the performance of promotions by automating continuous measurement processes.Maintaining communication channels within the revenue department and all properties to further unlock revenue opportunities.Centralized datasets from various sources in Microsoft PowerBI for a holistic view & enhanced data visualization.Creating dynamic Excel pricing systems that roll out market specific strategies to manage customer demand.Monetizing the inventory management process by automating the open close decision for room inventory.Maximizing conversion rates of our website through step by step booking path analysis.

Provided Customer Experience Management expertise to 5 hotel chains and a combined $4M annual contract value: Hyatt, La Quinta Inns & Suites, Best Western Hotels & Resorts, Omni Hotels & Resorts, Bluegreen Vacations.Implemented a SaaS reporting product to establish customer experience accountability from the frontline worker to the CEO. It correlated operational metrics with social media scores, text analytics & customer satisfaction surveys.Resulting in a three-year contract renewal, I led the account retention effort by reorganizing the negotiations team and supported Sales Managers with the account knowledge necessary to restructure contract terms.Managed multiple projects with up to 7 analysts while optimizing throughput within contracted hours.Led internal presentations on hospitality industry practices to enhance account relationships and product adoption.

Established myself as an expert for a SaaS product that merchandizes hotel features while increasing client sales by 25% for a portfolio that generated over $20M in demand. Progression: 2013, Q3: +4%, Q4: +9%; 2014 Q1: +21%.Leveraging conference calls and in-person meetings, I initiated training and account review programs with hotel management companies that increased client sales by 25% while engaging more than 220 hotels.Identified product champions within an enterprise and became a trusted advisor by analyzing account specific data.Developed cross-functional teams to operationalize reports that identified incremental revenue opportunities.Transformed the Account Coordinators from a passive support unit to an independent, revenue generating team by coaching and mentoring one coordinator to lead the initiative and train the team.Served as customer advocate to relay feedback to Product Managers & Leadership resulting in new product features.Serving as a mentor and coach to junior staff.

Managing a hotel portfolio for room upgrades by fostering relationships between Nor1 and 220 hotels. My major markets were South Florida, Orlando and Atlanta.Built a business tool that measures changes in demand for custom date ranges to analyze merchandising changes using MS Excel and SAS reports.Created a custom report in MS Excel to analyze regional account performance by combining geographical data from a “Sugar CRM” report and account performance from a SAS report.

Optimized hotel room inventory and prices for 1,700 hotels, with annual sales of approximately $330M. Conducted webinars: price competitiveness on mobile devices, merchandising campaigns, content management.Tracked booking and market trends to recommend revenue and online marketing strategies to customers.Managed account lifecycle through Salesforce: tracking systems integration process for new clients, email campaigns for client communications, case management, knowledge base for account history and best practices.Consulted hotels in online merchandising, pricing, packaging and content to optimize online sales.

Optimized hotel room inventory and prices for 450 hotel accounts, generating $50 MM in sales in Atlanta.Grew business by acquiring accounts, negotiating contracts & increasing marketing campaign participation.Gained insight into a business and convention hotel market, while being exposed to different revenue management strategies in a strongly branded market.

Managed website inventory, prices and relationships for 160 hotel accounts, generating above $0.75 MM of sales.Opened the Canadian market by starting business relationships through a direct sales and cold calling strategy.Specialized in contracting, online marketing and sales of boutique and luxury hotels.

Managed an operation generating sales of $0.6 MM in 2009.Trained, mentored, coached and hired new employees for a team of up to 20 members in a 24/7 operation.Improved operations by analyzing Mini-Bar profitability and order volume to optimize work schedules.Created and implemented standards for training, in room events, new mini bar concept, equipment maintenance, shift handovers, cutlery and hollowware tracking.

Certified leader responsible for a Stinger Missile Fire Team (six soldiers). I trained and led teams for missions running continuously over several 24h periods to ensure sovereignty of Swiss airspace.