Reported to Director, with responsibility for overseeing group sales, client relationships, contract negotiations, production goals, and financial objectives. • Provided excellent customer sales service to build and strengthen relationships with existing and new customers by managing complex business with significant revenue potential. • Proactively targeted accounts, markets, and segments to solicit group and corporate meetings.• Developed effective sales plans and actions to achieve property revenue goals. • Utilized negotiating skills and creative selling abilities to close business and negotiate contracts.

Reported to Vice President, most recently Senior Director, with up to 10 direct reports and 200 employees overseeing service excellence, client relationships, operational effectiveness, employee performance, and financial objectives. • Improved customer experience scores by developing innovative solutions, ideas, and client valued opportunities.• Strengthened leadership competencies of managers through purposeful talent development planning.• Highly visible leader who encouraged employees to think outside the box to provide high value to our clients. • Successfully executed global business strategies including the implementation of Power Hotel and Power Express with 90% adoption.• Improved Service Levels by creating a culture of passion around delivering the ultimate customer experience.• Achieved 90% key client retention while strategically driving on-line adoption and effectively implementing new technology.• Exceeded financial performance by increasing productivity and decreasing cost per transaction annually.• Successfully consolidated 10 call centers while retaining high level of customer service, client retention, and employee morale. • Collaborated with key stakeholders to design a tool to monitor financial performance of customers.• Developed new divisional key performance indicators during the merger of Maritz and Carlson Wagonlit Travel.• Awarded Operational Excellence 5 Star Site, utilizing Lean Six Sigma and Kaizen to inspire best in class quality, 2014.

Reported to Vice President with up to 10 direct reports and 250 employees for the Atlanta Service Center and on-site locations in the Southeast. • Improved customer satisfaction through customized training and monitoring programs. • Participated in client reviews and executed results-oriented service recovery plans to retain and grow $250 million in sales.• Centralized accounting functions, automated processes, standardized employee roles, and created a strategy for meetings and group air.• Provided effective leadership development of 10 managers and partnered with Human Resources to create a divisional career path tool.• Exceeded budget goals by reducing direct variable cost per transaction. • Received Maritz Best of the Best Award for outstanding achievements in customer service, financial results and operational performance, 2003.

• Achieved 100% client retention of $33 million in sales. • Analyzed client data, provided savings opportunities, and vendor negotiations. • Led divisional initiative to train 250 employees on process improvement and streamline workflow.