Responsible for the development and implementation of Reservations & Customer Care's day-of-departure and post-travel customer experience strategy. - Development of customer and employee experience roadmapping within all call & engagement centers- Partners with operational groups (including Digital, Airport Customer Service, In-Flight Service, TechOps, and Operations/Customer Center) to establish effective goals and tactical plans supporting strategic initiatives - Responsible for effective feedback loops between front-line specialists and ops teams to drive efficiency and process improvement at an enterprise level- Internal customer advocate and responsible for developing transparent opportunities to improve CX and operational performance

- Account size measures approximately $8M for FY16; $3.2M Board, $4.1M Retail, $700k Catering- Successfully overhauled retail & completed 9 total construction renovations, including grand openings of Chickfila, Starbucks, Subway, Panda Express, Einstein Bros., and 2 POD C-Stores- Directs 7 managers across 9 locations and catering; Approximately 160 hourly team- 52.9% revenue increase versus previous provider in first operating year of service- Increased Revenue 10% and EBIT 188% versus modeled financial plan for FY15- Averaging 7,000 transactions daily across account, which includes retail, residential, and convenience- Successfully implemented Georgia’s first full mandatory meal plan model, with less than 2% return request rate in Y1

- Directed 2 salaried managers and 30+ team members- Account sizes measure approximately $1.4M & 2.1M annually- Implemented growth plans for both retail, residential, & catering for FY14, realizing approx. 7% overall participation growth YTD- Implemented marketing promotions to increase awareness in meal plans and retail locations- Opened 2 new retail concepts, increasing sales by approx. 8 times versus PY- Executed “May We Suggest” customer service training in all units, resulting in approx. 10% revenue growth versus prior year- Developed new and innovative vegetarian options in both retail and residential units- Increased awareness of “Healthy for Life” program by implementing healthy limited-time offerings, nutritionist consultations, and nutritional identifiers- Implemented “one-stop-shop” catering model, which increased catering sales by 5% versus prior year and increased overall customer satisfaction

• Awarded the Mayor’s Award of Excellence• Designed and coordinated an annual program to promote summer reading for PreK-6th Grade children• Obtained sponsorship from regional businesses• Designed various advertisements for programs• Involved in planning various meetings and events for community and public relations

• Completed Level 1 Basic Managerial Training Packets• Delivered food within a strict 30 minute time frame• $20-300 handled each delivery