Lory Stansfield Taylor Email & Phone Number

Minneapolis, MN, US

Greater Minneapolis-St. Paul Area

• Key advocate for Riverdale Travel, driving the attainment of financial and subjective goals throughout the organization. Developed processes and procedures to increase productivity and profitability of the employees.
• Managed the conversion to new consortium, oversee office training, implement technology requirements and communicate operational changes.
• Lead the process of rebranding the agency, including logo design, marketing materials, brand standards, and collateral items.
• Created employee handbook and design new employee onboarding process.
• Supervise, coach and train new staff to ensure operational and customer service standards are met.
• Reviewed and execute marketing opportunities including agency participation in trade shows, agency events and advertising.

Greater Minneapolis-St. Paul Area

• Provided leadership and direction to a team of 6 event managers ensuring the successful delivery of programs and events. Managed the day to day workload of the team. Meet regularly with event mangers to review program.
• Managed budgets up to $5M annually and maintain or increase program profitability of all assigned programs.
• Ensured compliance is met based on client master service agreements.
• Individually and as a team earned CSI scores of 9.00 and Net Promoter scores of 85% or higher.

Plymouth, MN

• Managed the end-to-end meeting planning process for all Travel Leader Franchise Group brands, 20+ meetings per year. Coordinated communication and tactical deliverables for meetings with internal departments, outside.
• Created and executed a community outreach event for over 150 participants in Salt Lake City, “Operation Military Care”. The event was awarded the Travel Weekly Gold Magellan Award in the community service category. The.
• Consistently received an Exceeding Expectations rating on meeting evaluations from 90% of respondents year over year.
• Re-Negotiated hotel contract to secure $23,000 savings in room attrition for 2009 meeting.
• Optimized a contract amendment when a hotel required meeting date to be moved. Secured over $100,000 in concessions while continuing to maintain a strong vendor relationship with the hotel staff and management.

Plymouth, MN

• Supported and initiated the development and execution of local marketing advertising plans and strategies involving timetables, budgets, components and communications in conjunction with the Carlson Travel Franchise.
• Minnesota Travel Show: Coordinated all marketing and operational aspects internally and externally, from program launch to implementation, including, media buys, marketing & advertising, supplier funding and support.
• Milwaukee One Week Sale: Created a multi-layered one week sale promotion in concert with a preferred vendor to meet Supplier and Associate objectives. Components included: radio, TV, newspaper and on-line advertising.

Plymouth, MN

• Managed overall leisure travel fulfillment for accounts with a combined sales volume of 35M+ for Carlson Travel Services. Interfaced with customers, call centers, senior management and support areas to ensure the.
• Re-negotiated a contract renewal with top account. Created cost analysis with finance to determine fee structure, prepared formal contract with the assistance of legal department, presented proposal to client management.
• Led implementation of new key account. Collaborated with internal and external customers to define the needs and service expectations required for a successful implementation.

Plymouth, MN

• Manager, Concierge Call Center – Merrill Lynch, 1999 - 2002Supervised a team of 28 travel and concierge agents, whose primary responsibility was to book customized exclusive travel packages and fulfill special requests.
• Gallup employee engagement scores Gallup employee engagement scores consistently ranted in top 75% percentile for 3 years.
• Carlson Honors Team Award for “Satisfy the Customer” 2002.

Edina, MN

• Primary liaison between Northwestern Travel Management and its customers and vendors
• Account base of twenty customers located in the Minneapolis and Milwaukee/Fox Valley areas. Total account yearly air volume expenditures of $21M
• Through Northwestern Travel Consulting Services acted as the on-site travel manager for corporate customer on a contracted basis 20 hours per week
• Negotiated on behalf of customers; airline, car rental, hotel and expense reporting agreements
• Implemented new business
• Facilitated monthly meetings with customers

Plymouth, MN

Account Coordinator: Coordinated group and incentive programs and meetingsProduct Development: Prepared product demonstrations for presentation to executive level clients which included informational question and answer periods and reports on competitive research on new products