Hannah Reitz Email & Phone Number

Mooresville, North Carolina, United States

Manages teams spanning between Finance, Operations, and Service Delivery. Provides strategic direction and creates processes and procedures to maximize efficiency and productivity. Directs all hiring to build high-performing teams and achieve organizational goals. • Promoted from Director of Business Operations to Vice President of Operations due to exceptional knowledge, leadership, and performance.• Reduced email volume by 30% and increased efficiency by implementing a structured form for advisors to submit requests while streamlining processing by service team.• Spearheaded selection and implementation of a new CRM system impacting 30 employees and nearly 400 travel advisors; partnered with sales team to conduct beta testing, worked with developers on customization, managed data transfer, and led trainings to promote system adoption.• Decreased time required to enter bookings by 93% and generated 40% reduction in overall labor demands through automating processes and introducing a new CRM system.• Oversees contract with managed service provider and develops quarterly budget to support IT infrastructure, equipment updates, cybersecurity, and system enhancements; strengthened security features and training to reduce risk of cyberattacks achieving 100% pass rate on first company test.• Implemented Performyard to standardize performance reviews, improve feedback and recognition processes, manage data, and increase employee engagement.• Coaches and mentors team members to enhance leadership skills and performance; leverages predictive index to tailor communication style and feedback to employee preferences.

Mooresville, Nc

• Reviews travel advisor contracts and assists with negotiating terms and agreements; ensuring compliance with company policies and legal regulations.• Renews annual seller of travel licensing and travel industry credentials in accordance with individual state requirements and federal guidelines.• Established Operations department following restructuring to split from Finance department; designed employee handbook, defined org chart, and set clear processes and expectations.

Mooresville, North Carolina, United States

Researched, troubleshot, and resolved commission and payment issues for more than 300 travel agents across the country providing prompt responses to email requests. Received and processed commissions, accurately allocating and applying payments within established timelines. • Onboarded new advisors and delivered training on company policies, procedures, and software systems; recommended process improvements to decrease onboarding time.

Decentralized

Increased participation in client satisfaction phone interviews and surveys to collect feedback and derive actionable insights to support data-driven decision making. Managed scheduling and distribution of surveys to optimize data collection. • Prevented major service disruption by creating a workaround and recoding entire survey to maintain business operations; recognized by executive leadership for taking initiative and finding a solution.• Launched a new group survey program, collaborating with group director and key stakeholders to design targeted questions, coordinate rollout, and present findings to management.• Generated reports detailing customer satisfaction metrics and Net Promoter Scores (NPS) for inclusion in monthly newsletters to diverse business units.

Baltimore, Maryland

Directed day-to-day operations, including customer relations, vendor management, financial management, human resources, and sales. Managed a team of six full-time employees and multiple part-time and seasonal associates to deliver high-quality service and support. • Hired and trained staff ensuring proper coverage based on program enrollment and schedule.• Implemented process improvements to automate and streamline accounts payable, accounts receivable, financial reporting, and recordkeeping leading to 20% overall growth.• Managed facility remodel project ensuring compliance with contract agreements, timelines, and budgets; coordinated layout to optimize available space and traffic flow.• Consulted with owner and directors to adjust pricing according to current market trends and competitive analyses to enhance profitability.• Educated prospects on available programs and pricing delivering strong value propositions to secure new contracts, increase renewals, and drive sales.• Slashed expenses and increased revenue through bringing collections process in-house.• Supported company rebranding through sourcing vendors and negotiating agreements for promotional items featuring new logo.

Salem, Virginia, United States

Roanoke, Virginia, United States

Bachelor Of Science - Bs, Health/Health Care Administration/Management, 3.81

Associate Of Science - As, Biology, General