Jerome Burns Email & Phone Number

Phoenix, Az, Us

Greater Phoenix Area

In this role I was responsible for the support of sales leads for furnished and unfurnished apartments in the Americas region, inclusive of inquiry management, option sourcing, supply chain support, client policy administration, pricing strategy, and reservation booking/confirmations Lead a multi-functional group of Corporate Housing Managers, this largely remote team has had global members based in the US, Costa Rica, Mexico, the UK, and GermanySupported broad team management and training, inclusive of recruiting and interviewing support, on-boarding, skills assessments and development, and performance improvement plansPartnered with the Guest Services team to manage in-house guests and improve the customer service experience, as well as supporting with secondary moves or transfersAdministered daily workload reporting and analytics for client volume, team member production, and departmental trending in weekly, monthly and quarterly reportsCoordinated service, and on-boarding, of corporate clients with our Account Management and Sales teams and providing detailed support and market information in conjunction with our Supply Chain Management teamPartnered with our IT team on an upgrade to the company CRM (Siebel) that involved User Acceptance Testing, technical outlines for system updates/improvements, and team training on the new interface

Phoenix, Arizona Area

 Lead a multi-functional group of about 70 associates Oversaw an exempt leadership team of Supervisors and a Manager Responsible for Centralized Reservations, Guest Services, and Shared Service support for the Americas region  Support corporate clients, individual travelers, and in-house and third-party web platforms and places them into our own, managed, or Supplier-Partner apartments and hotels As a member of the Transition team, I coordinated and oversaw the centralization of field office Reservation tasks to the our Phoenix office. This included creating and hiring a new team, building SOP's and updating legacy process flows, and integrating with existing legacy process and staff.  Partnered with Sales, Marketing, and Field Operations members to drive conversion of housing requests and overall profitability

 Lead a multi-functional group of associates and Team Leads. Managed sales, sourcing, and fulfillment of housing needs for clients and individuals in Canada, Latin America and the Caribbean. Supported in-house guest experience and service issue resolution with the assistance of local partners. Leveraged our Supply Chain network through remote and in-person research, demand analytics, and direct, regular process improvement feedback.

 Lead a multi-functional group of 20+ associates, including support of all department Leads Teams consisted of associates handling inbound sales and guest service related contacts  Managed sales and performance incentives to increase department revenue and improve the customer experience Administrated monthly Quality Assurance audits Facilitated a range of training curriculum, including New Hire Orientation Conducted leadership skill-building events that included our Leads, Supervisors, and Manager

 Lead a team of 18-25 agents in a customer service contact center Piloted and managed the Performance Development Team Worked to develop an employee development tracker housed in SharePoint Promoted through the Emerging Leader Program

Data entry and routing. This role consisted of orienting images of parcels and letters to decipher destination or return addresses. Entered internal codes to allow for computer routing to proceed.

Bachelor Of Arts (B.A.), English/Language Arts Teacher Education

Activities and Societies: Student Government, Newspaper, Radio

Education record

Activities and Societies: Student Government, Yearbook, Debate, Mock Congress, Drama, Chorus, Baseball, Basketball, Golf