Randy Goss Email & Phone Number

Green Cove Springs, FL, US

Newton, Massachusetts, US

Newton, Massachusetts, US

Green Cove Springs, Florida, US

• Full life cycle project management for the implementation of our new ERP solution,Workday. Support the ongoing system maintenance ensuring new initiatives are deliveredon time.
• Collaborated with Human Resources, Budget, Procurement, and Finance to developsynergies resulting in improved onboarding experience, reduced procurement timeline, andoverall accuracy with finance and budget.
• Designed, managed, and executed training initiatives focused on improving employeeengagement.
• Responded to various inquiries by applying specific knowledge and experience of howprograms drive core processes and capabilities

Bethesda, MD, US

Responsible for the coordination of implementations of CRM at new hotels to ensure successful adoption and utilization in order to drive top-line revenue.

Bethesda, MD, US

• Help lead integration and adoption efforts of CRM systems (CI/TY, ISAC) for North America hotels
• SME for business and hotel teams re: product enhancements, impact assessment, communications, and more
• Go-to resource for user community; evaluate issues and feedback, and help them embrace new process and benefitsTraining
• Facilitate hotel trainings, including classroom, Champion calls, webinars, and ongoing support across roles and functions: General Manager, Sales, Revenue Management, Banquets, Reservations
• Create property-specific SOP’s and best practice resources to drive efficiency and adoption (e.g. 33% increase in user satisfaction of ISAC in 2016); materials and templates further leveraged across the global portfolio
• Developed automated reporting tool for hotels to self-evaluate system adoption and identify challenges earlyResults

Bethesda, MD, US

• Provided ticketing system support, mentoring L1 support (offshore team) to increase efficiencies
• Developed variance analysis tool, and implemented plans to reduce ticket incidents; 15% reduction in 2016

Bethesda, MD, US

• Led Account Management of Third-Party market (e.g. Helms Briscoe, Conference Direct); growing market share from 22% to 30% in final year; achieved 148% of personal sales goal – #3 seller in North America, #7 globally
• Supported RFP process, site selection, and contract negotiation, in addition to post-event follow-up

Bethesda, MD, US

• Managed call center Group business inquiries, matching customers with hotels that met their needs
• Achieved 110% of sales goal; 1st person in department to reach goal

Basking Ridge, NJ, US

• Managed team of 20+ design and implementation engineers responsible for delivering long distance phone lines to Fortune 500 companies; coordinated with local phone companies and tested internally to ensure on-time.
• Team exceeded delivery times by 24% and drove accuracy from 90% to 98% YoY, while managing some of the more complex orders and challenging customer accounts

Mclean, VA, US

• Directed the daily operations of a retail bank with a $12M deposit base
• Motivated employees, thereby increasing the branch’s productivity and sales
• Promoted customer service
• Maintained the highest sales ratio in the region

Lancaster, Pennsylvania, US

• Implemented a marketing program for a new product that brought in over 2 million dollars in deposits in 12 months
• Increased deposit base by 100% in two years through effective marketing and employee motivation
• Identified opportunities for growth and business development
• Promoted customer satisfaction through effective management of branch and cluster staffing, customer service, and problem resolution referrals
• Assisted senior management to create new policies and procedures
• Influenced the sales environment by establishing professionalism, cooperation, and teamwork