Oracle Hospitality delivers a wide range of software, hardware, and related services—and a rapidly growing portfolio of cloud solutions—to enable our hospitality industry customers to provide superior service and experience to their guests anywhere. I spearhead global customer success for the top 100 largest Tier 1, 2, 3, and Global Cruise accounts, comprised of 35K+ sites/customers. In this role, I ensure positive customer experiences related to a portfolio of 30+ technology products, oversee renewals & enhancements, mitigate churn, and lead customer & internal communications for any changes regarding cloud. I direct and motivate a diverse team of 50 across 4 regions (APAC, EMEA, LATAM, & US/Canada), orchestrating flawless execution in a cross-matrix organization.✔ Transformed global customer success and fueled 525% team growth. Built new shared services team of business analysts and new executive response team focused on providing white glove service to ensure success of early adopters.✔ Enabled successful product launches and built pipeline for add-on products/services.✔ Improved organizational effectiveness by establishing SOPs, best practices, and tools. Implemented customer lifecycle management system. ✔ Secured new client contracts by developing responses to RFPs as a technical and operational leader. ✔ Delivered $3M annual cost savings by rationalizing tools/systems. ✔ Empowered C-suite/executive planning and decision-making by architecting global data & analytics reporting and dashboard system to provide customer insights and transparency into metrics. ✔ Pioneered global training & 4-tier certification program for customer success managers (CSMs).✔ Nearly doubled customer satisfaction scores by improving feedback loop to address & solve product issues and improve training. Championed e-learning, resulting in launch of e-learning program.

As a global software development leader, I spearheaded OPERA product development, client support, and operations for 43 software products with users in 30K locations across 4 global regions. I directed project & product management, software development, technical services, quality assurance (QA), documentation, HR, and administration—managing a multimillion-dollar budget. ✔ Enabled $5.3B acquisition of MICROS Systems by Oracle (2014) by contributing to company’s 3528% growth, from $35M to $1.27B (2013), through creation of industry’s most successful development & support enterprise (OPERA). ✔ Unlocked 9-figure revenues and innovated the industry by launching 8 major products, including OPERA Cloud, Opera V5, sales & catering, business intelligence, revenue management, data migration modules, and global hotel alliance. ✔ Led business development initiatives, increased annual service revenues, and secured 5 new major hotel accounts. ✔ Reduced overhead 21% while improving quality metrics 33% through continuous process improvements across global business units, including building C-level global reporting to empower decision-making. ✔ Shaved $107K from 21K sq. ft. development facility through cost containment efforts while significantly improving service quality and customer satisfaction across 3 domestic business units.

MICROS was the global leader in enterprise applications for the hospitality and specialty retail industries, setting the pace with OPERA, the world’s #1 hospitality technology system. Oracle (NYSE: ORCL) acquired MICROS in June 2014.

With this promotion, I became global senior leader over all IT teams supporting hospitality. I identified and led opportunities to streamline operations, maximize productivity, minimize expenses, and educate users. My team included multiple technical & user support staff.✔ Transformed business and enabled $1.2B+ in revenue by initiating new billable professional services line of business and launching & operating fully integrated support center in multi-branded chains.✔ Increased client engagement while cultivating industry trends and perspectives from user community. Continually identified strategies deepen client relationships. ✔ Elevated sales enablement by providing strategic technical guidance to help secure deals. As appropriate, recommended alternative solutions to meet client requirements more efficiently.✔ Delivered $411K annual OPEX reduction through rationalization and optimization of people, processes, and tools. Designed global reporting module to enable real time solution delivery. Mitigated case escalations by integrating development & support resources into Tier 3 support infrastructure. Instituted SLAs and SOPs.✔ Improved SLA response time by 23% and case response time by 18% by elevating communication and cross-functional collaboration company-wide. Established online support communities.✔ Established culture of innovation by fostering environment of teamwork, collaboration, and empowerment.✔ Championed MICROS at numerous industry speaking engagements.

As the global business unit’s principal point of contact for technical and operational support on data management and database administration, I oversaw day-to-day hardware and software support, issues analysis/resolution, and user training related to core information systems and applications. I monitored data security & recovery, developed & managed the international website, and motivated a diverse team of 21 technical and user support staff. ✔ Transformed business and delivered 6-figures in new revenue by initiating billable professional services. Added 7-figure revenue by launching & operating fully integrated support center in multi-branded chains.✔ Reduced support costs by developing & launching online OPERA Knowledge Base within CRM. ✔ Achieved 26% improvement in quality metrics by creating QA test protocols with real-life scenarios.✔ Improved customer satisfaction 19% by instituting SLA agreements and related SOPs.✔ Reduced downtime and increased productivity by eliminating connectivity issues.

In this role, I designed and oversaw programs and projects, including strategy, scope, contingency plans, and budgets. I analyzed project proposals to define goals, risks, timelines, milestones, funding, staffing requirements, and allocation of resources, and built and led cross-functional project teams. ✔ Helped develop the revolutionary OPERA system by delivering business logic and click stream intelligence. ✔ Managed deliverables for major hospitality clients including Best Western, Four Seasons, Kempinski, Rydges, Scandic, Starwood, and Wyndham.✔ Created 1st viable business requirements to establish centralized yield management at the property level.✔ Innovated premier programs providing project management and technology services to luxury sector. ✔ Saved $1.2M on 3 major projects and exceeded deliverables by instituting PMI-based protocols.✔ Achieved 12% improvement in customer satisfaction scores in multi-branded chains by meeting timelines.

I directed a complex operation that included a luxury resort, private members club, championship golf facility, conference center, world-class spa, and F&B operations. Overseeing all departments and operations, I developed and managed a 7-figure operating budget.✔ Turned around division by optimizing performance in quality, efficiency, and profitability.✔ Slashed operating expenses while concurrently enhancing quality of service provided. ✔ Spearheaded $5M guestroom renovation project.✔ Orchestrated major events including visits by US President, VIPs, and PGA Tour events.

As division manager and member of the Executive Committee for the 4-Diamond luxury resort, I held full P&L accountability and directed a management team of 6 responsible for 90 employees.✔ Achieved 11% increase in overall occupancy by establishing global distribution systems.✔ Oversaw $12M full resort renovation project – and development of $4M conference center.✔ Served as Project Manager during major installation of new property management network and telecommunications system.

I held full P&L responsibility for the Rooms Division at Key West’s most luxurious and prestigious resort, directing a management team overseeing front office reservations, housekeeping, security, engineering, and guest services. ✔ Increased room revenues 15% through highly effective yield management and nesting of room rates.✔ Consistently maintained 97% or above guest satisfaction approval rating.✔ Developed Room Division budgets and financial forecasts – including payroll. ✔ Served as Coopers and Lybrand Trendsetter Barometer Panelist for the resort.

Early in my career, I worked for many years at the Ritz-Carlton, a Malcolm Baldridge National Quality Award-winning, 5-Star, 5-Diamond resort. During this period, I earned progressive promotions, gaining knowledge of various areas of the business, including security, operations, guest services, front desk/office, and housekeeping.✔ Increased productivity 12% by streamlining front office operations.✔ Reduced staff turnover, enhanced occupancy rate, and significantly added to bottom line. ✔ Served as a contributing member of the Grand Opening Team.TITLE PROGRESSIONS:➤ Front Office Manager / Housekeeping Manager (Naples, 1993-94)➤ Assistant Front Office Manager / Hotel Manager (Naples. 1991-93)➤ Assistant Manager of Guest Services (Philadelphia, 1991)➤ Housekeeping Manager / Security (Philadelphia, 1988-91)