Stephen Cohen Email & Phone Number

Boca Raton, Fl, Us

Houston, Texas, United States

Supporting King Ranch in their hospitality modernization project

SEI October 2023 - February 2024• Using industry specific domain knowledge and experience to assist in pursuits for cruise industry opportunitiesOther Consulting Projects• Working with a global Hotel organization assisting them with modernization of key systems including , POS, PMS and Finance systems • Identified and resolved platform, carrier, billing and rating failures enabling the lucrative re-launch of a prepaid system for both international and domestic calling.• Analyzed the business, determining its viability, pinpointing and fixing problem areas within the rating and billing platform, preparing business plans, job descriptions and reporting methodologies and creating processes to increase company successes.• Worked with C and VP level individuals to validate expectations, provide regular updates and obtain agreement with change recommendations.

Singapore

• Advising loyalty marketing organizations on the intricacies of the hospitality and travel industry.Skills: Microsoft Office · Strategy · IT Consulting · Oral Communication · Strategic Planning · Problem Solving · Microsoft Excel · Business Requirements · Leadership · Business Analysis · Communication

Bethesda, Maryland, United States

• Engaging with the Finance domain in relation to PMS and POS systemsSkills: Microsoft Office · Strategy · IT Consulting · Oral Communication · Strategic Planning · Problem Solving · Microsoft Excel · Business Requirements · Leadership · Business Analysis · Communication

Charlotte, North Carolina, United States

• Using industry and client specific domain knowledge and experience to assist in bridging the gap in Loyalty transformation• Working with the team to facilitate the automation of Loyalty “Complimentary Upgrades.”• Leveraging hospitality domain expertise within the PMS, CRS, and other critical tracks to enable a global perspective and insight to build or enhance hospitality platforms.• Project managing the discovery stage of selected PMS vendors capabilities pre contract execution

• Project lead in Full Stack Technology Assessment and Replacement –Provide current and future state assessment, recommend vendor for solution and guide client through the replacement of end to end guest and internal facing systems• Leader in UK and EU Based Escorted Tours - Engaged as the Vertical Lead and Senior Business Analyst for an Azure data warehouse project.• Central Florida Expressway Authority - Engaged as a Requirements Lead – Documenting current and future state business and data requirements for next generation back office systems.• Hilton Hotels Worldwide - Engaged as Senior Manager Release and Requirements / Enterprise Quality Assurance Center. Also worked as Program Manager for Corporate Systems and Enterprise Information Management.• Nationwide Distributor of Class 8 Trucks – Engaged as Program Manager / Business Analyst for a Microsoft Dynamics CRM implementation.• Global Cruise Line - Leveraged travel and tourism experience to support Microsoft Dynamics CRM upgrade and enhancements. Lead proposal team for secure document creation and storage (GDPR/CCPA) for passengers and employees.• Global Top 3 Vacation Ownership Company – Engaged as Business Analyst on global reservation system upgrade.• T-Mobile - Prepared current and future state assessments for supply chain reporting group. Specific focus on CRM, Retail Sales, Partner Retail Sales, Web services, IVR and Customer Care. Also engaged on Contact Center Applications, AMDOCs and all Middleware.• Walt Disney Parks and Resorts division of The Walt Disney Company - Developed current state assessment for the Employee Intranet and delivered a detailed two-year roadmap for a complete Intranet redesign including technology recommendations, staff requirements and high-level cost estimates.

• Handled the billing and mediation systems including writing the requirements document, software analysis and project management to implement the system enabling the company to accurately bill its customers and interconnect partners.• Documented and proposed changes to homegrown, open source CRM implementation.• Developed project plan including project milestones, deliverables and budget. Managed the project successfully delivering on time and within budget.• Implemented Homisco Prepaid platform across Pan Caribbean network.• Negotiated new, interim contracts for undersea and backhaul capacity with Verizon International, Sprint and Columbus Networks, reducing costs and enabling profitable new services to be offered.

• Identified need, wrote requirements document, purchased and deployed a new trouble management system allowing the company to meet both carriers’ and customers’ service level agreements, manage internal network outages and evaluate network technician’s performance.• Identified causes of sudden substantial loss in inbound ILD revenue and provided solutions to mitigate and reverse the loss.

• Developed the specifications, chose the vendor, and created the project plan and testing methodologies in order to lead the conversion to a new Billing and CRM platform meeting the implementation deadlines set.• Implemented a response scheme to manage and escalate billing system errors both internal and vendor related.• Designed and maintained a service outage management system including development and enforcement of service level agreements with customers and carriers, which resulted in increased bottom line profits through customer retention and new customer referrals.• Hired and trained a staff to successfully operate the network operations center supporting a nationwide customer base.• Maintained company’s performance as it related to client service level agreements.• Identified and implemented operational efficiencies enabling the company to grow to a multi-million-dollar organization recognized in Inc. 500's, top 500 fastest growing private companies.• Led successful technical sales efforts through direct interaction with the CIOs, CEOs, and other top executives from companies such as Sony MGM, Vtech, Tommy Hilfiger and DKNY.

• Responsible for the day-to-day operations of the Network Operations Center for a multi-million dollar international shipping company, including IP, Frame Relay and VSAT.• Insured quick resolution of network outages and other network performance issues providing consistent connectivity for all global and internal networks for more than 40 offices around the globe.

• Managed the daily operations of a 1,000+ location pay telephone company.• Negotiated new long distance contracts producing savings of 70% with no decrease in service levels provided.• Implemented an in-house rate file management system for all pay telephones reducing expenses by $70,000 per year. • Represented company interests at Florida Public Service Commission hearings resulting in favorable rulings for the pay telephone industry.• Obtained FCC Tariff for interstate operator and zero plus long distance calling providing a 65% increase in revenues while reinforcing the brand name SUN TEL.

• Provided telecom and operations consulting to hospitality companies, answering services, and hotel long distance operator services.• Installed automated dialing equipment and provided field support for a long distance carriers.• Set up and managed reservation center for national travel company.• Hired, trained, and motivated a staff to maintain a scheduling system for all reservations.

• Managed all telecom functions for 40 hotels. • Implemented a direct purchasing division realizing 30% savings per hotel built.• Replaced legacy computer system with PC based system including installation of new accounting software.• Developed an in house licensed travel agency resulting in a 20% savings in travel expenses.

Education record

Education record

Education record