Responsible for all aspects of four Customer Contact Centers in US and Canada. Manage team of 2600 associates, 150+ Supervisors, and 50+ Managers/Directors. Responsible for handling annual volumes of 14M phone calls, 2M emails, and 400K chat guest interactions. Create new services to meet evolving customer demands. Responsible for creation and execution of strategy for CCC business unit. Manage operations, quality, IT, HR, training, leadership development, and other teams directly. Work closely with leaders of other Starwood distribution channels to drive Starwood’s overall strategy. Opened new operation in Wichita, KS and increased headcount from 0 to 700+ in 18 months with results at or above goal in all operational aspects.

Responsible for Member Service and Customer Service operations across 9 global Customer Contact Centers. Create policy and procedure to manage 4M customer phone calls and ~1M email interactions annually in 24 languages. Coordinate support of partnerships, promotions, and new programming with Corporate Starwood Preferred Guest team. Indirectly managed Austin and Lancaster operations via reporting relationship with senior leader of each location. Responsible for managing incentive programs for global CCC operations. Created and facilitated leadership training for leaders at all levels within organization.

Senior leader of a multi-channel Customer Contact Center. Grew team from 200 to 450 to support growing call volumes and growth in business. Grew leadership team from 10 to 25 Supervisors. Created a leadership development pipeline to build future candidates for growing operation, taking associates through a series of developmental roles to grow into Supervisor roles. Handled more than 4M customer phone calls including Reservations Sales calls and Member Service calls for members of the Starwood Preferred Guest loyalty program. Responsible for improving sales by 20% through coaching programs. Created and delivered leadership training programs to line Supervisors and leadership team within the Lancaster CCC and to the leadership teams of the global CCCs including Cork, Ireland, Singapore, and Tokyo.

Lead a group of 6 Black Belts and Green Belts including project selection, assignment, and tollgates. Provided strategic support to leadership team as part of Customer Contact Center senior leadership team including organizing and chairing the Six Sigma Council for the global CCC business unit. Responsible for annualized benefits in excess of $2.5 million. Coordinated Six Sigma efforts with center management across multiple centers. Responsible for creating and facilitating Six Sigma training for supervisory and management staff in multiple centers. Simultaneously managed several long-term projects in addition to overseeing projects led by team. Created incentive plan for all associate and leadership roles to drive sales and efficiency. Drove improvement of 15% in sales. Program is still in use today. Analyzed financial performance of projects and collected data to support financial conclusions and project benefits.

 Responsible for start-up of SLC and Lancaster SPG departments within existing call centers. Primary duties include: budgeting, call volume forecasting and historical analysis, staffing analysis and hiring, coordination of training programs, assistance in implementation of marketing campaigns, management of 10 exempt and 100+ non-exempt employees, employee development, process improvements and troubleshooting, creation of office policies and procedures. Converted office to paperless format, assisted in creation of Intranet, automated all administrative functions. Created training programs, performance standards, and performance reviews. Increased associate efficiency 13% above budgeted efficiency. Worked with Cork and Austin CRO Management to create a virtual team using call routing technology. Coordinated 5 Supervisor/Lead Conferences, including facilitating one-day training sessions during each conference. Manage SLC and Lancaster departments simultaneously.