- Lead Blue Space Consulting, a consulting firm specializing in optimizing customer experience at all customer touchpoints- Public Speaking (Keynote, Breakout and Dedicated On-Site Training) on customer service process improvement, customer experience design, implementation and management, change management as well as balanced scorecard design and implementation- Please see BlueSpaceConsulting.com for more information

Keynote speaker and trainer on:Customer Experience DesignChange ManagementStrategy ImplementationBalanced ScorecardLeadership Development For Managers

The keynote session must be relevant to your audience. Without relevance there is no engagement. Tired, canned messages cause minds to wander, eyes dropping to check email, and people to quietly sigh, "I've heard this before."A ROY BARNES EXPERIENCE IS DIFFERENTAlthough the stories are plentiful and penetrating, no two keynotes are identical when Roy Barnes is on stage. He speaks to the individual person, to the collective team, and to the mission the organization is rising to accomplish. The research and thought that goes into a Roy Barnes Live experience generates returns demonstrated by participation, discussion, sharing and follow-through that sticks.It's our job to understand what you and your team are facing—the challenges and the strategies yet to be executed—and deliver an extraordinary moment that will unlock the potential of every person attending. Sound like what you're looking for? Come visit us at roybarneslive.com

Responsible for Development, Strategic Planning and Organizational Growth

- Student/Parent Experience- Voice of Customer program design and implementation- Contact Center Operations- Performance Management/Balanced Scorecard implementation- Re-design and Implementation of Student Admissions and Registration - Design and Implementation of Student On-Boarding Programs

• Provided overall strategic guidance and planning facilitation for leisure division of Marriott International • Implemented Balanced Scorecard strategic management. MVCI was inducted into the Balanced Scorecard Hall of Fame in 2006 by the Balanced Scorecard Collaborative• Restructured and implemented new business vision, mission and cultural values• Developed and coordinated annual business planning and growth strategies• Directed portfolio management of four lodging brands (Horizons, Marriott Vacation Club, Grand Residences and The Ritz-Carlton Club)• Introduced and led execution of enterprise-wide business process re-engineering• Directed consumer marketing and research team• Led new product innovation and business development efforts• Provided comprehensive communication planning, strategic messaging and speech-writing (internal and external) for MVCI President • Participated as curriculum designer and instructor for in-house training university

• General Manager of 595 room convention hotel• Budget and financial oversight of $22 million in annual sales• Management of 300 associates• Re-positioned "troubled" hotel (pricing and market positioning). Increased sales and customer satisfaction• Significant improvements in sales, employee and guest satisfaction