Stefanie Harmon, Csm Email & Phone Number

Fort Myers, FL, US

Remote

• Support several global clients with large transformation projects. Talent Acquisition:
• Conduct As-Is analysis and document current state of Talent Acquisition (TA) organization
• Collaborate with global leadership to establish new operating model for TA organization across four international regions
• Develop and deploy change management plans for various technology rollouts (Chat bot, CRM)
• Create process maps for global TA process and recommend continuous improvement strategies
• Create and iterate two-year roadmap for transformation planning

Estero, FL

• Partner with airport & off-airport locations in operationalizing Hertz's loyalty program
• Develop strategies to remove customer effort at all touch points in travel journey
• Develop and implement recognition strategy for first-time renters through loyalty program - a first for company
• Develop reporting around new customer experience, track new customer feedback and adjust strategy as needed
• Develop extensive framework to reward customer-facing employees for outstanding efforts in Customer Service
• Lead, administer and plan the Hertz Development Program (HDP) - a rigorous leadership program designed to build a bench of highly trained operational leaders

• Corporate liaison to operational leaders from HR to communicate switch to modernized time-keeping system
• Develop crisp communication strategy for maximum effectiveness without compromising needs of the business
• Temporary, part-time assignment while part of Customer Experience team due to extensive work with operations leadership

Estero, Florida

• Analyze customer satisfaction based on NPS scores and a variety of feedback channels
• Develop dashboards for high-profile corporate clients to monitor service levels and improve processes as needed
• Identify opportunities for improvement in customer service
• Develop extensive communication plan for transition to new customer feedback vendor to North America operational team

Bonita Springs

• Manage international tour accounts within travel industry department
• Communicate with field sales force on a regular cadence to reach sales goals
• Resolve customer service issues in a timely manner as needed
• Complete monthly and quarterly sales reports for online travel agents (OTA's), including Big 3 – Orbitz, Expedia & Priceline
• Develop economic analysis model for domestic tours to determine profitability of car rental rates
• Collaborate across sales, marketing, and pricing departments to improve profitability

• Plan, implement and monitor marketing plans for magazine titles at retail level
• Analyze various data for retailers and make title assortment suggestions to make magazine category more profitable
• Support billing for national retailers, such as Costco Wholesale and Barnes and Noble
• Support development of budget for national retailers for magazine racks
• Serve as local liaison to the corporate office of Barnes & Noble Booksellers

• Managed wholesale operations of various magazine titles, including: People, Time, Family Circle, Better Homes & Gardens, National Geographic, etc. in the newsstand environment
• Analyzed sales of magazine titles and adjusted draws and marketing plans as necessary
• Assisted in growth management planning activities, focused on expanding magazine titles into new retailers
• Analyzed the impact of various marketing promotions
• Primary wholesale liaison to several large clients of the company, such as Meredith Corporation, National Geographic Publishing and Smithsonian Publishing -

Masters, Business Administration

Ba, Sociology