Guardian coordinates musical and other group travel experiences along with school fund raising opportunities.

Sales & Service Specialist - Seasonal Color and Perennial Landscapes

Coordinated line station United Club re-openings following 18 month closures during pandemic. Also lead Polaris lounge re-openings for select locations.

Large-scale regional lounge operations oversight of domestic and international airport lounges. Served as a liaison with the headquarters planning team and the local airport operations leadership. Maintained a rigorous schedule of airport lounge visits for continued operational support; direction; coaching; and communications. • Responsible for overall operational performance for assigned regions within United’s suite of premium products including United Clubs and lounges, VIP and Global Services. Collaborated with local operational teams to provide an exceptional customer experience utilizing key metrics designed to measure customer satisfaction. Specialized in operational problem solving, identifying facility requirements, network communications; hospitality and amenities; staffing engagement and service excellence. Mentored, hired, trained new local personnel, and supported initiatives for an inclusive premium service staffing structure in 2020.• Planned and executed the opening of key lounges including new United Club facilities in New York, Atlanta, Chicago, Raleigh Durham and New Orleans. Maintained strong relationships with internal and external stakeholders including facility contractors, corporate real estate, and other third-party suppliers for new lounge builds; renovations, and maintenance projects. Ensured timelines were met with all approved facility projects. Coordinated lounge closures when markets warranted. Monitored furniture specifications and refurbishment needs.• Regional oversight of third-party vendor relationships and performance which included $20M Sodexo Service Partner agreement; $7M in illy and Bunn coffee partnerships , and TV programming contracts. Monitored adherence to service level agreements via frequent audits, and review of budgetary needs. Complete oversight of in-lounge consumable products such as food, beverage, menu specifications; brand standards; governmental licensing requirements; and amenities.

Pioneered operational support for the Central/Latin region of United Clubs operations with responsibility for 16 domestic and international locations. Supported all daily operational needs for the local teams by providing direction and creative problem solving to strengthen relationships and address needs. Focused on timely club communications to summarize and update the network on all policies; procedures; food and beverage operations; service partner expectations, and recognition opportunities.• Post-merger priorities included streamlining and establishing consistent operating procedures and product offerings across the new combined global lounge network. Evaluated best practices from both airlines in all categories to define and execute the best customer-oriented solution. • Managed all service partner contracts including bar services, janitorial, etc. valued at over $140M to ensure optimal performance. Tracked and monitored monthly expenses to ensure budgetary compliance.

Responsible for airport lounge business administration activities during merger with United/Continental. Engaged in invoice management with a financial and auditing focus; execution of lounge re-branding initiatives; and harmonization of all food, beverage, and amenity offerings for the new global lounge network.

Responsible for creation of a cross-functional team that designed, developed, and coordinated logistics and distribution of aircraft amenities and soft goods valued at $20M. Products included premium cabin amenity kits, headsets, lavatory amenities, and interior seating amenities. Established key marketing partnerships with the goal to enhance our customer experience; drive cost savings where possible; and to capitalize on revenue generation opportunities.

Strategically planned new product concepts and managed all baseline consumable products across the global lounge network (Red Carpet Clubs, International First-Class Lounges, Arrivals Suites). Managed standards and programs for food & beverage, In-club amenities, and third-party service partner standards and performance. Responsible for system communications inclusive of coordinating monthly team conference calls; newsletter publications; weekly updates and ongoing connections with the field lounge teams.

Managed the inflight business products and entertainment systems along with the $5M onboard customer amenities program for premium cabin interior soft goods.• Program Manager for United’s Inflight entertainment systems and Inflight business systems. Focused on developing & enhancing the onboard customer experience via strong supplier relationships with collaborative development, planning & implementation of new overhead and in-seat entertainment initiatives. Responsible for revenue- generation strategies, and budget management.• Program manager responsible for all onboard amenities inclusive of design & development activities with the goal to deliver a highly competitive product. Oversight of 40 key items including blankets, pillows, headsets, linens, and international amenity kits for the premium cabin customers. Responsible for customer research; sourcing of cosmetic suppliers via external RFP process; vendor relationships; and collaborative definition of desired amenity kit components within budget. Coordinated the logistics for maintaining inventory levels; ordering and distribution worldwide.

Oversight of customer service operations at O’Hare. Actively lead, mentored, and motivated daily operational teams to deliver exceptional customer service and meet operational performance metrics.• International: Responsible for creating and leading United’s international operations from O’Hare. Expanded operations from one daily flight to 25+ flights across Europe, Latin American and Asia. Lead a large multi-cultural international customer service team along with oversight of the International Lounge and Concierge staff.• Domestic: Managed lobby, planeside, special services, airport lounges, and manpower operations for domestic operations. Responsible for daily operational success, along with motivational management of the customer service representative team to ensure operational effectiveness and customer satisfaction. Go-to resource for customer problem resolution and crisis management

• Responsibilities included concourse / gate departure customer service activities; development of training modules and delivery of training for new customer service representatives. • Reviewed and responded to customer communications in a proactive manner while positively representing United. Answered questions; resolved customer issues through research and awarded appropriate compensation when warranted. • Represented United’s sales & travel network by determining customer needs, presenting available schedules, answering customer inquiries, and selling United’s network and travel options. Mentored and trained newly hired representatives as a technical support representative.