Responsible for all aspects of customer configuration, quality assurance, and revenue optimization Leader of the Pricing, Awards/Customer Success, Customer Service, Price Validation, Quality Assurance (QA), and Revenue Management teams, totaling 30 members Notable Contributions to Results: Created the Quality Assurance initiative, grouping Customer Service, Price Validation, and QA together and positioning them to deliver cross-departmental process improvement Process improvements originating from within the QA team reduced the incidence of customer disputes from 3% to 2.5% of transactions in the first month Improved the share of issues caught before being seen by a customer by 40% Centralized all customer onboarding responsibilities to the Awards team, rebranded Customer Success Standardizing the onboarding process addresses the root cause of 15% of disputes and avoids up to $20M annually in delayed payments Created the Revenue Management function, introducing variable pricing for the first time at AEG Targeted lower margins increased the close rate on 55% of customers Targeted higher margins drove $1.8 million in annual profit increases

Leader of the team responsible for revenue management, pricing, and ridership data analysis Adapted airline revenue management techniques and software for passenger rail Grew the pricing & yield team from one to four members Created reporting for investor and upper management consumption Notable Contributions to Results: Development and implementation of Branded Fares Implementation drove $10 average fare increase while improving ridership on off-peak trains Extensive schedule-optimization contributions Grew Sunday ridership by 50% through improving frequencies Doubled South Florida ridership through peak-hour scheduling and targeted deployment of additional coaches Implemented novel hybrid Rail Passenger Service System (S3) + Revenue Management Platform (AirRM) to optimize all aspects of Revenue Management: Pricing/Inventory/Fare Structure/Forecasting Delivered 20%+ growth in passenger volume over first months with algorithm-led price/inventory tuned to grow to new-to-system ridership in early days of service Contributed to the development of S3 platform (used by Eurostar, SNCF, etc.) by introducing the concept of nested inventory, allowing for 20% higher fares through improved targeting with no impact to ridership Eliminated blocking of high-fare trips by low-value short distance fares, improving revenue on the top 15% of busiest trains Worked with the partnerships team to create connections to third-party sales via travel agents and OTAs

Managed pricing, revenue management, and analytics for nine airlines ranging from small seasonal operators to $100M+ ULCC carriers Used and/or implemented a wide variety of airline software such as AirRM, Sabre Revenue Optimizer, Zenith, Crane, AmeliaRes, Radixx, and others to drive 10%+ revenue increases Key contributor during evaluation and implementation phases for 5 PSS/ticketing system transitions Contributed to scheduling, air service development, and government reporting engagements

- Evaluated RFPs for multiple large-hub North American airports.- Developed and maintained data-processing and evaluation tools.- Performed research into airport concessions industry best practices.- Developed feasibility models for airport concession programs.- Conducted outreach to small and local businesses to achieve ACDBE program goals.- Managed leasing program correspondence on behalf of multiple large-hub North American airports.- Data analysis using Excel, Access, and VBA scripting

- Development of data management and process automation tools- Administrative support to the Senior VP of Business Development and Strategic Planning and the larger Business Development team.- Preparation of market data, internal, and pro forma reports.- Reading and preliminary analysis of RFP and RFQ documents.- Market research.- Point-of-contact for all vendors to the Business Development department- Preparation of presentation materials.