*Provided weekly reporting for each team member.*Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long- term habits.*Part of Leadership Team.*Searched and extracted leads for campaigns from ZoomInfo.*Conducted quarterly and end of year reviews.*Spearheaded successful product launches that resulted in increased brand visibility and customer acquisition, by setting up and launching campaigns for all new clients in Salesforce.*Worked with AI company to test if AI could assist with prospecting for hotels.

*Leveraged data and analytics for over 300 hotels to make informed decisions and drive business improvements.*Assisted in organizing and overseeing assignments to drive operational excellence.*Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.*Achieved departmental goals by developing and executing strategic plans and performance metrics.*Developed and maintained relationships with customers and suppliers through account development.*Cross-trained existing employees to maximize team agility and performance.*Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.*Accomplished multiple tasks within established timeframes.*Managed International RFP Helpdesk

*Identified and resolved discrepancies and errors in customer accounts.*Trained new personnel regarding company operations, policies and services.*Promptly responded to inquiries and requests from between 150 to 200 customers daily*Educated customers about billing, payment processing, support policies and procedures.*Met customer call guidelines for service levels, resolution time and productivity.*Investigated and resolved customer inquiries and complaints quickly.*Addressed customer inquiries to ensure satisfaction and foster positive service experience.

*Strengthened client relationships through regular communication and effective problem solving for over 30 accounts.*Maintained strong client relationships to drive business growth.*Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.*Coordinated with internal teams to ensure timely delivery of products and services, meeting client expectations.

Supported the annual transient Request for Proposal (RFP) process by managing transient accounts and related contracts through the RFP tool. • Managed the access levels for rate reviewers for the RFP Tool (4,000 plus hotels) - Americas Region.• Member of the RFP Committee on behalf of Americas Commercial and Revenue Management Team.• Assisted Americas Commercial and Revenue Management Team with rate loading, GDS and account creation issues.• Provided weekly reports to team, tracking progress of RFP’s .• Identified and ensured issues were resolved.

Assisted team members with technical issues.Worked as a liaison between Revenue Management Primary Revenue Managers and the IT team to get issues resolved quickly.• Supported team with RFP issues.• Assisted Revenue Management for Hire with Rate Loading and GDS issues.• Member of the RFP Committee on behalf of Revenue Management for Hire team.• Produced weekly RFP Reports and monthly deployment reports for Revenue Management for Hire team. • Performed multiple special projects.

Managed the access levels for rate reviewers for the RFP Tool (3,800 plus hotels) - Americas Region.• Assisted Team Members with resolving issues in regard to IHG RFP, Rate Loading and GDS.• Created daily and weekly reporting for rate reviewers - Americas Region.

Assisted Vice President in managing the day to day operation of the team.• Worked on team budget.• Streamlined processes for account penetration efforts and cross selling.• RFP Task Force Member (Americas Hotels Support contact).• Interacted and assisted field team members and hotels with resolving issues regarding IHG RFP and rate loading

Supported the annual transient RFP process by managing transient accounts and related contracts through the RFP tool.• Managed access levels for Americas Region in IHG RFP.• Provided room night and revenue reports as needed. • Liaison between Americas Sales and Worldwide Sales Team. • Trained 4 new team members to support the Mid-Market Account Program.

Managed the day to day management of the Mid-Market Account Program which included ensuring the agreements were completed correctly and following up with the legal department when needed. Managed the Sales Blitz process.• Major influencer in creating and implementing The Mid-Market Account Program, producing over $170 million in revenue.• Coordinated and attended visits to hotel reservation centers. • Communicated with Key Stakeholders.• Prepared qualification lists.• Created documentation necessary to facilitate Sales Blitzes.• Coordinated with Blitz Leader on key items to facilitate Sales Blitz.• Maintained inventory of Sales Blitz supplies.• Pulled recap reports to send to key stakeholders.• Ensured timely billing for Sales Blitzes.• Monitored Sales Blitz process for improvements and created new tools and forms as needed.• Maintained data on each Sales Blitz on Salesforce.com.• Prepared monthly Sales Blitz reports including lead status, participants and revenue generated.