• Manage all Digital Product offerings, including the highest revenue generating products - Online Classes and Digital Courses• Produced and edited two online Digital Courses (Masterclasses) from start to finish.• Directly manage and nurture relationships with external partners, and vet and onboard new partners• Manage bi-weekly product launches from creation to execution, leading several cross-functional teams to achieve successful launches• Build and execute email marketing strategy to promote products and generate sales• Actively engage with our customer base via email and social platforms, with a focus on community engagement, retention, and product improvements• Collect and analyze monthly customer survey data, prioritizing finding solutions to any challenges identified via survey feedback• Reconcile and audit digital products budget with a focus on reducing expenses and product optimization• Lead a small but mighty team of specialists, ensuring they are highly engaged and supported

• Actively engaged with our community of baking enthusiasts via email, YouTube, Instagram, and Facebook• Implemented processes for the Customer Support team to streamline communication between inventory, operations, and support, resulting in more efficient resolutions and shorter response times overall• Managed a team of three Customer Support Specialists, with a focus on improving employee engagement and empowerment

• Create quota groups and screening files for groups ranging from banking and financial services to food and beverage companies• Coordinate with suppliers and hosts to ensure studies run smoothly• Issues management on-site and virtually • Provide reports and feedback after studies• Daily administrative tasks as required

• Assessed eligibility of potential participants in one-on-one interviews in person and over the phone• Communicated with clients via phone and email to ensure all needs for each study were confirmed• Ensured focus groups ran smoothly, while maintaining professionalism in high stress situations• Acted as the point of contact for clients and participants on site• Provided reports and feedback after studies

• Managed and coached a team of eight Client Experience Coordinators,who were highly engaged and met or exceeded KPIs each quarter – staffengagement reached over 80% in our division• Held weekly check-ins and quarterly growth and success sessions witheach member of my team, tailoring different strategies and goals to theirindividual motivations and performance• Implemented a new process which saved on average $10,000 per yearwithout impacting clients’ experiences on the ground• Handled client escalations with care, either coaching coordinators throughtough situations, or speaking directly with clients as needed• Fostered long distance relationships with international team members andclients located all over the world, bringing our overall Client Satisfaction score to 9.02/10, Net Promoter Score to 86/100 and average Retention to 8.94/10• Thoroughly quality checked Salesforce database, booking documents, and all trips-related materials, including internal and client facing documents• Other important job tasks included financial reconciliation, training & development, and issues mitigation• Continuously updated and improved the client experience by implementing new strategies and services based on client feedback and survey response analysis

• Successfully implemented a new process for managing inventory across 5 departments and8 international teams, including SOP creation and training, that optimized revenue generation for over 500 annual successful trips and quality customer service experiences for over 5000 clients annually• Reconciled and handled largest operational expense, $2,500,000, through performing monthly budget analysis, revenue forecasting, and using a projection model• Handled external vendor relationships and payments, ensuring hundreds of thousands of dollars were accurately paid on time every month, totalling over $2,000,000 annually • Managed inventory requests, ensuring space, efficiency, and expenses were maximized • Used Microsoft Excel and Salesforce to report on inventory performance and occupancy, third party costs, group sizes, margins and COGS, budgets, and other projects as assigned• Managed a team of two Operations Coordinators, coaching them through issues management and ensuring task completion

• Developed and implemented a brand new multi-business unit training program• Oversaw the training and development of all new hires in the department• Created new processes to improve efficiencies, communication, and strategies across four departments• Built and implemented new training resources and maintained a SharePoint site to share resources • Used Microsoft Office to create highly accurate, client-facing and internal presentations, documents, and reports• Continuously updated and improved the client experience by implementing new strategies and resources based on client feedback• Planned and executed events for 200+ clients in person, and over 500 clients through Skype and WebEx• Conducted post-mortems after events and trips• Built and maintained relationships with 100+ clients, coordinating international experiences, including youth, adults, VIPs, colleagues, and school groups

• Manage relationships with 220+ clients, coordinating 10 – 15 international service learning trips per year, including youth, VIPs, colleagues, and scholarship winners• Planned biennial Staff Trip for 200+ colleagues and guests to Kenya and India• Liaised with colleagues from many teams within the organization and outside vendors to execute large client events• Created and presented formal presentations to 100+ clients at a time

• Planned and instructed various programs for children in elementary school• Challenged students in an exciting environment while providing them with an interactive, hands-on learning experience, always ensuring that they were having fun• Led teams of 2 to 4 staff on site to ensure every program ran smoothly

• Coordinated 30+ employee training sessions, delivered globally at Fairmont properties • Assisted with planning a week-long incentive trip to Dubai for 150 colleagues and guests, as well as the General Manager Conference in Dubai• Managed the Sales Training website, overseeing enrollment, course work, and certificate completion for all Sales & Marketing employees at FRHI properties• Compiled and edited the internal Hotel Sales & Revenue newsletter, distributed to all employees at FRHI properties• Handled Revenue Management requests, working with an outside vendor (STR Global), to process and distribute weekly and monthly revenue reports