• Conduct individual, small group, and division team training• Ensure a smooth transition for recruiters from the training team to the sales division• Train new hires on recruiting processes, internal processes, and market assessment• Manage a team of healthcare professionals• Become a trusted advisor to the Director of Training and Development, bringing any trends or market changes with suggestions of improvements that can be made to adapt training to serve the recruiter in the current market terrain

• Conduct group training classes for both Allied and Nurse Recruiters• Develop sales training• Side by side follow up trainings for Recruiters

• Business Development Management for hospitals and facilities across the US• Manage a team of healthcare professionals• Submit healthcare professionals to various facilities for interview and hire• Maintain relationships with vendors and hospital facilities

• Strategically manage the business relationship between Hyatt and online distribution partners• Strive to increase revenue and brand preference through online partners that deliver consistent, effective distribution of our brands• Provide ongoing education to hotels regarding product management• Implement new programs and provide direction for product management and marketing opportunities• Analyze online travel agency production to identify availability, booking, and rate trends• Provide revenue analysis results to hotels to impact availability and revenue production• Work with Directors of Pricing, Revenue Management, and Field Marketing on implementation of distribution strategies• Channel analysis over and above production• Serve as subject matter expert on merchant websites selling the Hyatt brand

Responsible for maintaining hotel client relationship for over 100 hotels in an assigned territory. Serving as a link between business management and hotel management while working closely with service deployment teams, client management teams, and other company stakeholders to ensure that services are delivered effectively and efficiently. In addition, provide onsite training for new hotel builds to on-boarding hotels in an assigned territory.

As Social Media Project Manager, I've had the opportunity to build, from the ground up, a world class and globally recognized social team. Placed within the customer contact center and under my direction I have shown business results, pushed development, growth, and social innovation with a customer service strategy. I'm responsible for helping lead, support and evolve Hyatt's social strategy at the contact center — from developing our customer control room to broader communication and customer service strategies. Notably, building our social Control Room including processes and protocol. Through strategy, training, and performance management, I developed a framework and measurable process that has integrated social into our customer service operations. Below includes a link to the Shorty Awards given by Travel and Leisure magazine during my time managing the social media team.https://shortyawards.com/8th/hyatt-best-in-class-social-customer-service

Reformulated Hyatt's guest survey's for all interactions including: email, voice, Hyatt's loyalty program and customer service with the intent to streamline the surveying and reporting aspects to drive better experience for our guests.Ensuring the voice of the guest/customer is recognized and used to help drive change for better overall guest satisfaction. Techniques include: ongoing guest satisfaction tracking, text analytics, statistical analysis, and ad hoc research.Managed a team of Social Media community managers working towards increasing response time with quality responses. Communities include: Facebook, Twitter, online hotel review forums, and external community forums (FlyerTalk & Milepoint.com).Managed Hyatt's business continuity plan working with department heads to create workable plans used in the event of a crisis. Created user end program Navigator through Sungard-LDRPS for all departments. Overall plan included two additional work sites located in Bellevue, NE and Kansas City, MO.

Responsible for overseeing the accurate maintaining and updating of Global Company information in various databases.Responsible for the Training & Development day to day operation, including oversight of the New Employee Training, Quality Assurance, and training content development.Responsible for meeting the overall training objectives for the Reservation Centers, including the development and delivery of managerial skills, operational skills, and service delivery.Responsibility includes training New Employee classes and other classes.Responsible for coaching both hourly and salaried Training & Development team members, directing their work flow and supporting their ongoing professional development.Assist Q&A Representatives in coordinating test call requests with management to ensure Global Company objectives are achieved in understanding applied knowledge.Work closely with other teams to ensure learning objectives are consistently administered and achieved.

Supported and developed the Customer Service Team in consistently pushing the envelope on exceptional service, including offering recognition, discipline, development, hiring, and motivation. Emphasized individual strengths and recognized weaknesses to ensure team and individual success. Managed 19 employees for the exclusive handling of relocating guests during the aftermath of catastrophic events such as hurricanes, floods, and tornadoes for all Hyatt’s domestic and international properties. Selected as an International Ambassador for visiting Hyatt Hotel Sales Directors. Responsible for greeting Directors at the airport, personal transportation, arranging and attending business meetings and evening functions with a variety of high level Hyatt executives. Selected to lead the hotel operations team, which evaluated and updated individual hotel polices and procedures in Reserve, the hotel reservation system. Responsibilities of the team included communicating updates and providing training classes accordingly to the sales representatives for all worldwide reservation centers. Oversaw all Hyatt Best Rate Guarantee.com claims and disputes. Maintained daily reporting on all claims which were then forwarded to Hyatt’s corporate office for executive review.

Organized executive files, drafted business letters, created, analyzed and manipulated complex spreadsheets, handled confidential business, managed executive calendars, booked travel arrangements, and coordinated events and meetings.As a result of 9/11 and the tremendous impact on the hotel industry was selected by the General Manager to assist in creating a disaster recovery plan.