- Served as the main IT leader for 30+ resorts and the customer experience team, managing key relationships and focusing on long-term strategic partnerships with the GMs, Regional VPs, Global Head of Resorts, and the VP of Customer Experience.- Managed a dedicated team of 15-20 IT professionals, consisting of managers, Tech leads, Developers, and QA, both onshore and offshore. - Maintained a yearly project/sustainment budget over $1M, ensuring on-time project delivery and support for 4-5 critical business applications. - Created a new leadership development program, Pathways for Life, for all IT associates, mentoring the next generation of IT leaders.- Collaborated with sales, resort, and customer experience leaders to develop and maintain a 3-year technology roadmap for key strategic projects, managing the full lifecycle of those projects using Agile methodology.- Designed and implemented a customized WeCare guest escalation app in Salesforce, leading to a 1% increase in overall guest love score and reducing the time for resolving guest complaints.- Designed and implemented a front desk Paperless check in experience reducing check in times by 5-10%.- Expanded our technology footprint across all resorts, creating a financial model that included upgraded WIFI and IPTV solutions while maintaining a 0% increase in annual owner maintenance fees.

- Managed Salesforce vendor relationships and contracts, negotiating a $2M multi-year agreement.- Launched a transformational new Salesforce Service Cloud instance, resulting in a solid foundation for multiple future applications.- Streamlined our Contact/Lead database by reducing it from 17M to 3M through a de-duplication strategy.- Implemented two instances of Marketing Cloud, designing guest journeys to improve our marketing efforts and revamping the sales pipeline through multiple complex sales channels.- Designed and implemented an electronic contract application in Salesforce for commissioned sales reps, utilizing Opportunity/Proposal/Contract functionality, achieving 90% adoption.- Created a proof of concept using CPQ and demonstrated the application to lead executives, securing buy-in for Salesforce as a foundational product for Holiday Inn Club Vacations.- Designed and implemented a vacation package sales/reservation booking solution with 500+ users, with a heavy focus on commission sales, Products, Order/Order Lines, and Price Books. - Designed and implemented an owner portal/website integrated to multiple key technologies such as ContentStack (CMS), Mulesoft, and Salesforce.- Developed a revamped Case Management platform using Service Cloud to streamline the business processes and KPIs around the servicing of leads/prospects and contacts/owners.- Designed an automated folio email solution, using a combination of Service Cloud APIs and Marketing Cloud data extensions, reducing guest check out times by 8-10%.- Created a new Salesforce instance for our new Corporate Sales team, focusing on Lead to Opportunity and Opportunity to proposal, assisting in an increase in sales from $0 to over $100K in the first year.

- Implemented Salesforce Lightning interface to 100+ Capital Markets and Sales team users, focusing on improving data quality and automating key business processes.- Improved sales data accuracy from 80% to 99% with integrations between multiple systems. - Designed and developed a Predictive model solution for our sales team which provided lead scoring to help prioritize contacts based on the probability to sell our products.- Created a Salesforce Opportunity playbook for our sales team of 50+ users to track and manage their sales and forecasting efforts.- Developed a Facebook-style Contact detail page using Lightning components to improve the visibility of key data elements and historical activities.- Led training sessions for Salesforce projects and developed training documents to assist adoption. - Collaborated with Sales leadership to develop a suite of Salesforce reports/dashboards leading to a reduction of 30-45 days in yearly territory re-alignment processing time.

- Led an internal project team, focused on gathering requirements, collaborating with stakeholders, and managing project deadlines/deliverables with our internal development team. - Assisted the development/support teams through the clean-up process and communicated to the user community as appropriate. - Worked with the Marketing, Sales, and Operations team to coordinate a Big Data initiative for CNL Capital Markets. - Designed and implemented an internal development tool for tracking and managing internal IT projects.- Worked with sales leadership to develop multiple Salesforce reports/dashboards to improve territory management across our sales team. - Led training sessions for various technology projects and developed training documents to assist adoption.

- Achieved Salesforce Admin and Salesforce Developer (App Builder) certifications.- Provided end-user training and support, troubleshooting issues as a single Salesforce admin for 2 years before training replacement and getting promoted to Salesforce developer. - Configured objects/fields, layouts, reports/dashboards, and workflows to meet the needs of the business.- Managed setup, profiles/roles, and sharing rules to maintain data integrity and security for 150-200 users.- Cleaned up and removed over 10K lines of unnecessary/duplicative Apex code from our internal Capital Expenditures Tracking system (CETS) to improve processing time.

- Implemented Salesforce.com for our internal Capital Markets team of over 100 users, transitioning over all standard and customized CRM processes from SLX to Salesforce.com. - Implemented new CNLSecurities.com website and managed content updates through HTML development. - Designed and managed the internal documents/key resources/FAQ website (The Vault). - Developed monthly progress reports for the Executive Committee.- Updated and managed PDF/Word doc forms, reducing the time spent on the subscription process for our sales team and form maintenance for our customer service teams.