Responsible for the design, execution, and management of the 24/7/365 member services operation and supporting areas of operation. Accountable for daily production, workforce optimization, performance reporting, workforce management, leadership development, client relations, forecasting, and telephony platform management.

Responsible for the growth and development of Member Experience areas of operations: Contact Center, Customer Experience, Customer Care, Service Recovery, Quality Assurance, and Workforce Management.Developed core operational infrastructure strategies for the expansion of the contact center and customer support areas of operation, increasing from 55 seats to 2,000+ and expanding to 3 site locations inclusive of premise, hybrid, and remote workforce contributing and supporting the organization's growth and success.

Consultant services for operational efficiencies, process improvements, workforce optimization, and customer experience outcomes. Conducted operational assessments, provided, and presented business improvement plans, telephony solutions, and workforce infrastructure designs for large, complex hotel/casino contact center and customer service operations.

Responsible for Strategic Planning, Operational Development, and Customer Experience: developed a unified plan for the in-house Omni-Channel Contact Center Operation designed to provide seamless, high-quality web and voice customer experiences for each luxury brand hotel. The plan aligned and supported revenue production goals, marketing initiatives, reservation services, and customer support for 10 luxury brand hotels owned and managed by the Company located in Florida, New York, Bahamas, and the UK. • Developed and managed complex project timelines for technology discovery, SOWs, platform integrations, key milestones, workforce transitioning, talent recruitment, training program development, Quality Assurance operations, KPIs, and SOPs.• Designed workforce optimization plan and project scope for the development of the inbound/outbound contact center, with a projected operating cost savings of $1.3MM annually.

Accountable for the performance and production of the Contact Center, Customer Experience, and Customer Care areas of operation. Responsible for improved production and led daily operations of the Contact Center, Customer Care, Luxury Care, E-Chat, Quality Assurance, Training, Group Reservations, Wholesale Reservations, Distribution, and Product Build areas of operation.• Led workforce management for large in-house Multi-Channel Contact Center operation consisting of 250+ team members, 8 areas of operation: Reservations, Customer Care, and Sales/Marketing support operations.• Reduced workforce costs through strategic skill-based routing strategies resulting in an increased average booking conversion rate of more than 5% in the first 6 months, and reduced FTE because of improved AHT and agent utilization.Responsible for revenue improvement strategies, Client Management & Workforce Management: maximized revenue opportunities for the Atlantis Paradise Island Resort comprised of 4 vacation and 2 time-share properties. Developed pricing and channel distribution strategies, ensuring sales campaigns and marketing timelines aligned with revenue production goals.• Responsible for the annual production of $295MM in hotel room revenue and 895K room night occupancy outcomes.• Managed revenue and expenses within target guidelines, supplied direction on financial decisions impactful to the profitability of business units, and implemented continuous cost-effective solutions and creative sales campaigns contributing to achieved growth goals.• Managed wholesale client relationships, resulting in 15% annual growth in revenue for that business segment.

Responsible for Budget Planning, Analysis, and Forecasting: prepared and managed annual room budget planning and managed preparation processes. Executed ongoing revenue-producing tactics and successfully achieved budget goals. Produced budget analyses, revenue performance reports, and forecasts. Worked with the leadership team in Dubai and the Bahamas to achieve budgeted revenue goals.Yield Management & Optimization: responsible for room inventory management decisions through all distribution points to achieve company occupancy and revenue production goals.• Increased revenue: designed pricing parameters and implemented the integration of the NOR1 pre-arrival upgrade system resulting in $100K+ annually of incremental room revenue. Project Management: led multiple system implementations and technology upgrades; LMS, Rainmaker, Passkey, Nor1, Channel Direct, Avaya. Identified key timelines, risk assessment, communication plans, coordinating production, development, and testing of internal controls.

Designed and developed the company’s core structure for contact center services which incorporated expanding the management of all key revenue-producing areas of operation; responsible for developing and implementing SOPs focused on optimizing production across multiple revenue streams of the business: hotel reservations, food, and beverage, entertainment, casino promotions, player development and transportation. Accountable for the 24x7 call center workforce production and led a team of 100+ that supported 8 customer service areas of operation. Revenue Strategy & Campaign Development: developed tactical programs and provided direction on branding and pricing strategies impacting room revenue growth and profitability. Recommended production plans, internet marketing strategies, and creative solutions to stimulate customer demand. Developed timelines and inclusion plans for customer database marketing, e-commerce, and call campaigns. Responsible for pricing strategies, sales campaigns, and call center production programs targeted to increase revenue.Vendor/Partnership Management: Led the management of the organization’s online distribution partner relationships. Developed, presented, and negotiated contracts; established and cultivated relationships; identified and communicated business strategies, and service expectations.Responsible for the daily operations of Call Center & and PBX Operations, Revenue Management, Casino Hotel Services, Convention/Group Reservations, VIP Check-In, and Butler Services Operations. Created and implemented synergy plans for successful inventory management processes, and was accountable for room revenue forecasting, pricing, yielding strategies, analyzing call center production, and planning growth campaignsLed workforce teams in 7 areas of operation: 100+ team members consisting of managers, supervisors, and agents.

Responsible for Revenue Management and Casino Services’ areas of operation, production goals, performance measurements, and service standards. Responsible for improvement project plans and implementation management. Project leader for multiple system implementations and technology upgrades; LMS, Rainmaker, Avaya. Identified key timelines, risk assessment, communication plans, coordinating production, development, and testing of internal controls.

Responsible for process development and management of call center operations. Developed the strategy, business plan, and ROI analysis for a 3-property call center/marketing services consolidation plan. Developed and implemented internal policies, controls, and procedures designed to increase sales conversion across all revenue streams of business. Developed, implemented, and directed all SOPs for