Kathy Stoodley Email & Phone Number

Vancouver, Bc, Ca

Collingwood, On, Ca

Canada

At CWT, our team's dedication to process standardization has transformed the VIP client experience, ensuring uniform excellence across APAC, EMEA, and NORAM. My role in this transformation centered on the strategic oversight of executive & specialized services offerings, fine-tuning every touchpoint to align with our commitment to customer satisfaction and operational seamlessness. The introduction of comprehensive training programs and standardized client summaries has been pivotal in bolstering agent retention and refining resource allocation. Through these initiatives, my contributions fortified CWT's standing in the travel management sector, consistently delivering solutions that resonate with our ethos of supportive services and effective communication.

• Facilitated research study and Travel Management RFP for a Western University. • Created a new quality management system with successful CSA renewal ISO9000 certification for National Travel Management Company (TMC).• Managed largest global corporate client implementation for TMC in compressed timeframe.

Toronto, Canada Area

• Scalable resource model in operations including staff forecasting methodology & maintaining a virtual bench resource pool resulting in 95% staff utilization during peak and non-peak cycles. • Implemented project management disciplines, task time tracking and client program closeout financials and debriefs with customer satisfaction rating of 97% very good to excellent.• Increased revenue predictability, including an auditable program reconciliation process with 99.7% revenue achievement against forecast. • Established multi-year client agreement models, aligned legal documentation and service delivery parameters, including Work Change orders to manage past scope creep issues.• Ease of sales empowerment by establishing walk-in, walk-out client pricing parameters aimed at empowering transient sales team and achieving 25% revenue growth.

Mississauga, Ontario

Vancouver, Canada Area

Bid Lead, Government of Canada RFP Response Team• overall structure and project definition through industry RFI, and 2 draft RFP’s leading up to final • Project management plans, scope planning, requirements definition, design team assignments, risk identification, management, execution, group monitoring and controlling to master schedule• Overall structure for external parties - sub-contractors (Bank and System’s Integrator)

Toronto, Ontario

Development and launch of Artisano Bakery Cafe Concept• Build and opening of 3 turnkey restaurants (including overall design, general contracting, supplier negotiations, interior decorating, set-up, hiring and training of associates, dry runs and restaurant openings)• All head office functions and facilities management elements including negotiating service contracts, maintenance, health and safety

• Strategic leadership, direction, and development of overall service quality & best practice systems and training programs nationwide• Monitored trends and patterns with non-conforming services, analyzed operational processes and implemented and monitored corrective actions • Member of the senior leadership team, and quality management review team• Led national quality council, and best practices team • Managed 3 western based acquisitions (Jarvis, Atlas and Travel Resources), and selected as the Canadian project manager for leading national merge with new US parent office. Validated best practices and designed new operational structure and service standards