► Implementing and supporting consistent operational standards, policies, and procedures across 83 bases network wide (including 69 of Signature's busiest markets)► Managed a team of 7 Implementation Mangers to provide base specific coaching opportunities to standardize operations and to ensure change can be sustained► Leading change efforts across various management levels and introducing new tools to improve not only the customer experience but the team member's experience as well► Develop implementation timelines and presentations for internal and external audiences► Established team priorities, maintained schedules, and monitored performance

► Assumed ownership over team productivity and managed work flow to meet and exceed quality service goals► Trained staff on operating procedures and company services► Fostered an environment which encouraged continual process improvements► Set up commissionable rates within the local hotel market to provide arrangements to meet customer requests► Maintained accurate records of past due customer account activity and collected past due amounts to increase bottom line► Acted as a corporate trainer at newly purchased locations to ensure new employees met company standards► Scheduled staff shifts to cover peaks and lulls in customer inquiries► Provided accurate, specific, and timely performance feedback to Customer Service Representatives

► Strong leader of customer service staff► Acted as primary contact for customer feedback and team needs ► Provided an elevated customer experience to generate a loyal clientèle► Multitasked between customers, reservations, and phones to properly handle customer requests in a timely manner► Billed customers on a monthly recurring basis and ensured all customer questions were answered quickly and professionally► Cross-trained and backed up other Customer Service Managers► Met all customer call guidelines including service levels, handle time, and productivity

► Directed calls to appropriate individuals and departments► Provided ongoing guest services, including making hotel, vehicle, and catering arrangements► Handled heavy flow of aircraft traffic and cooperated with accounting and management departments on daily invoicing and past due accounts► Recipient of multiple positive reviews acknowledging dedication to excellent customer service► Assisted other locations with additional staffing during high traffic seasons and special events

► Member of the Track and Field Team; Heptathlete, 2005 - 2009► Bachelor of Science - Concentration in Weather Forecasting