I held oversight of the customer service operation for the B2B Home Depot Pro organization. I manage the successful delivery of all contracted solutions, customer success, strategic business reviews, renewal support, and contract management, which encompasses a high level of revenue. I directly and indirectly managed and provided development support to eight operational managers with oversight of seven contact centers. I provide leadership development including succession planning, talent identification, and professional coaching. I hold accountability for key performance indicators, operational performance, and quality scores. My key accomplishments in this role include:• I spearheaded improvement projects and implementations, which increased the company’s productivity within the contact center by 35%.• I conceptualized and initiated several change management processes that influenced the organization. • I significantly increased sales revenue through creating strategic partnerships, resulting in a 25% increase through the customer service channel.

Within this role, I built and reconfigured the reservation sales department for the world’s only 20-star resort. I utilized effective coaching strategies, developed a 5-year growth plan, and implemented several processes and procedures to implement a change management culture. My main accomplishment within this role was: • Increased outbound sales by over $2M within the first 10 months of employment and over $14M throughout tenure, utilizing sales coaching, implementing process improvements, and creating a strategic growth plan.

Directly managed a team of 12 managers and 2 supervisors and indirectly managed a team of 600 hourly associates within sales, customer care, and operations. Developed both short and long-term goals, defined a tactical business strategy, and monitored business performance. Recruited and hired top talent in addition to providing extended leadership coaching. Analyzed organizational needs and created plans to execute changes. Managed the sales and operations budget, which totaled more than $17M annually. Identified goals, performance targets, and key business drivers to increase performance, both personally, professionally, and within the business. • Successfully transitioned and integrated the acquired Gaylord Brand Hotels into the Global Reservations Sales organization, increasing call volume by 7.2M annually.• Oversaw the Team Marriott Cycling Team, raising more than $20K for the Multiple Sclerosis Society.• Earned recognition for two consecutive years as Sales Team of the Year for Marriott International.

Here, I led a team of more than 200 employees, which provided exceptional customer service operations for guests across the country, answering more than 3M calls per year. I developed staffing levels to ensure exact labor needs while ensuring top answer percent, occupancy levels, real-time adherence, and quality service goals. I collaborated with the general manager and director of sales operations to develop best practices to assist in handling calls both domestically and internationally. I monitored performance, trends, and critical issues to ensure quality standards were met.My major accomplishments within this role were:• I implemented new culture tactics that led to an increase in employee satisfaction by 20%.• I obtained a 100% overall job satisfaction score for AOS and a 98% leadership index score in 2004.

Developed organizational processes and procedures, defined performance measurement requirements, and built a solid operational infrastructure to advance significant organizational growth through 500+ staff. Translated strategic plans into operational executions focused on key objectives.• Devised the overall operational strategy and led execution of business goals aligned to Sales Reservations, Scheduling, Central Pod, Lead Desk, and Marketing System Support Departments brand objectives.• Identified and maximized key drivers of business success.• Established performance targets; measured and held staff accountable for performance against goals. Coached the team and ensured full knowledge of organizational processes/procedures. Provided feedback to improve performance. Boosted employee satisfaction by 20%.• Fostered team involvement in community service events sponsored by Marriott International; boosted teamwork and enhanced community relationships.• Measured performance against budget and financial statements to ensure reservation sales operations met strategic expectations. Collaborated with direct reports in cost containment and enhancing financial performance through restructuring and operational streamlining. • Oversaw revenue management and marketing strategies and executed complex sales tactics in advancement of Marriott hotel brands. Analyzed P&L statements, worked out operating budgets, and executed forecasting and capital expenditure planning.• Earned the Omaha Center’s first Marriott Culture Award. Gained recognition for the best overall operational results across the organization in 2005.