Scenic Luxury Cruises & Tours is an Australian-owned cruise and tour operator with a world-class reputation for creating and delivering global touring programs for travelers seeking wondrous experiences and exceptional 5-star service.At Scenic Luxury Cruises & Tours, I led a team of 50 and directed two call center operations serving North American client markets. I provided resource planning, budgeting and oversight to support direct-to-consumer and travel agent sales and service. ~ Reviewed performance and operational data to identify strategies to maximize sales and guest satisfaction. Reorganized workforce to increase direct support to sales team and deliver best-in-class post-sales support. Efforts led to a boost in sales conversion by +30% over prior years and a 10% growth in improved customer satisfaction results. ~ Conducted market research and evaluated the North American compensation model for our sales team. Developed comprehensive compensation plan (base + incentives) to drive growth and improve employee satisfaction, leading to increased sales performance by +18% and a reduction in employee turnover by 45%. ~ Oversaw the global telephony system upgrade for the North American contact center’s operations. Worked with the IT department, the workforce manager and team leaders to ensure the system was implemented within budget and schedule.

Louis Vuitton is the world's leading luxury products group, with a retail network of over 5,000 stores worldwide. Its North American arm comprising over 20% of the company's revenue.At Louis Vuitton, I directed the client services team supporting the largest global zone for the company. I also oversaw transitions in call center operations and implemented sales plans to meet customer needs while generating revenue. ~ Prior to its relocation, managed the day-to-day operations of a 100-seat client service center in a major US city. Managed all the call activity directed to the boutiques and leased department store outlets throughout North America. ~ Led the digital business teams and oversaw direct sales strategy, guiding resources who support digital and physical retail locations across multiple contact channels (phone, email, live chat and social media monitoring). Drove $40M in annual sales revenue. ~ Designed and executed plan to relocate and open a major client services center in the US. Oversaw project team responsible for managing construction, technology installation, staffing and operational transition to new facility. Brought new 160-seat center online, managing operations to ensure viability. Oversaw the closure of the old center.

Headquartered in New York, Brooks Brothers is the oldest clothing retailer in the US with 400 stores worldwide.At Brooks Brothers, I managed the daily operations of a 60+ seat contact center supporting all customer facing activities for the company’s direct-to-consumer line of business. I also provided leadership over sales initiatives, call center openings and Omni-channel development. ~ Established processes and procedures to provide a best-in-class customer experience for both external consumers and internal store associates. Developed staff, monitored productivity goals, resolved issues, and designed process improvements. ~ Directed expansion of Omni-channel capabilities across 250+ retail locations, providing business strategy and project oversight to drive excellent customer experience. ~ Carried out sales optimization efforts by implementing a predictive up-sell and cross-sell program based on past purchase history. Improved customer lifetime yield for direct to consumer channel. Increased conversion and average order value (AOV) by 15%.

Management of the team responsible for the customer activities related to the new brand websites. Particular emphasis is placed on the consistency and alignment of the messaging and creative content across channels. Determine the appropriate use of personalized content to maximize the customer experience based on their profile and attributes. Provide oversight for in-house customer engagement activities such as product presentations and user focus groups. Development of the protocols for the introduction and expansion of the OAT and GCT brands through social media channels. Responsible for the expansion of loyalty and retention programs. Objectives include increasing renewal and penetration rates for Vacation Ambassador loyalty platform, travel insurance and early purchase program.

Direct the planning and execution of 300+ annual marketing campaigns for the Overseas Adventure Travel brand with an annual budget of $5+ million. Review individual campaign results versus planned ROI, response rate and lifetime value yield metrics. Manage the marketing department which includes website and email content groups and direct mail creative team. Successfully launched 6 new product offerings in the past year bringing the total product line to 28 separate adventures. Author of the technical specification and training materials for the development and implementation of a proprietary campaign management application.

Launched a new business unit to deliver to market corporate loyalty and affinity programs across all RBA brands. Included the execution of marketing and communication strategies for a Luxury branded program (Brooks Brothers, Adrienne Vittadini & Carolee) and Value branded program (Casual Corner Group). Managed the co-branded marketing programs including American Express Membership Rewards and Golf Rewards, Diners Club International and AAA National Show Your Card & Save program. Developed the content for the Corporate Membership websites and led the technical integration with the existing customer database.

Supervised the creation and operation of the 24 x 7 customer service call center to support the launch of casualcornergroup.com. Interviewed, hired and trained a staff of 30 associates in customer service and order processing disciplines. Provided hardware and software requirements to IT department for telephone, order processing and fulfillment systems.

Managed the personnel for a 135-workstation call center; processing telephone, Internet and postal mail orders. Supervised a staff of 5 supervisors with 150+ sales and customer service representatives. Provided annual operating budget and daily call volume projections. Project manager for secondary call center expansion including facility design and construction, telecommunications vendor procurement and systems transitions.

Served as primary business development contact between top tier periodical publishers and specialty retail store chains. Developed retail sales and marketing programs for 3000+ specialty retail locations for publishing houses such as Conde Nast, Wenner Media and Hachette-Filipacchi. Provided annual audits and business reviews for retail clients including Musicland Group, Wherehouse Entertainment and Electronics Boutique.

Managed the costs for specialty retail organizations related to the maintenance of the physical systems required to operate the stores. Provided project management oversight for preventative and emergency services for clients that included The Gap, General Nutrition Centers and Regis Corporation. Routinely provided annual business summaries and project quotations.