As Product Owner, responsible for new digital functionality designed to shift contact center volume to digital channels to reduce cost to service customers. Led the Contact Center Quality Assurance team. Directed daily operations, including functional, regression, and production support testing for weekly releases. Managed the maintenance and execution of automation scripts. • Deployed Self Service enhancements to digital channels resulting in a reduction of 150,000 contact center interactions per month, generating a savings of $550,000• Integrated Salesforce External Knowledge Management database with digital products to provide guests with an intuitive, searchable knowledge database resulting in more self-service opportunities• Ensured developers and QA teams understood requirements, enabling successful implementation• Implemented QA automation suite for sanity, regression, and production validation testing for contact center reservations system, resulting in a time savings of 76%

Selected as the Product Owner to build a new user interface for the Contact Center reservations system. Collected business requirements and approved completed functionality on behalf of the business teams. Managed the Quality Assurance team responsible for functional, regression, and production validation testing.• Created strategic product roadmap by targeting reservations functionality that would significantly reduce handle time, increase sales, and improve the customer experience• Deployed 5 on-time releases, including new functionality supporting Locate Loyalty Member, Loyalty Member 360 View, Locate Property, Property Content, and Locate Reservation• Ensured that developers understood requirements, managed defects, and delivered product that exceeded business expectations and accelerated speed to market• Implemented process for associates to report issues and submit enhancement requests for backlog prioritization• Defined criteria for QA and UAT to ensure product functioned as designed and met business needs• Showcased product releases to divisional Contact Center management teams to gain business and stakeholder acceptance• Collaborated with Workforce Management teams to ensure that training had minimal impact on operations• Created cadence for distributing communications to Customer Contact Center leadership teams regarding rollout plans, downtime expectations, and functionality overviews

Led the global property training team responsible for training hotels on the reservations system. Managed a team of 10 trainers and 1 admin. Coordinated training plans for new hotels and managed training offers for existing hotels.• Designed comprehensive training and implementation plan for newly acquired hotel brand, Le Meridien; plan included hub training, hotel scheduling, and system conversion plans• Created and delivered first property-level social media training to ensure compliance with the company's social media monitoring policies• Participated on Best Rate Guarantee team to create and deliver property training that conveyed policies and procedures• Partnered with Loyalty team to create and deliver training instructing hotels to effectively deliver member benefits• Developed and implemented a system activation process for new hotels to maximize selling potential from pre-opening through opening• Developed process to evaluate new hotels by conducting content and availability audits to maximize sales opportunities• Collaborated with Revenue Management teams to incorporate revenue management policies and procedures into the training curriculum

Led the North America-based team responsible for training hotels on all Starwood applications. Managed a team of 6 trainers and 1 admin. Coordinated trainer assignments and travel schedules.• Implemented required training for hotel General Managers and Executive Committee that provided the tools and knowledge to support Reservations Managers and Directors of Revenue Management• Created System Audit process that ensured accuracy of hotels’ reservations system database to maximize selling potential• Developed collaboration program with Contact Center team to triage and help hotels resolve reported data issues• Published training classes in Learning Management System to make it easy for hotels to register

Led the North American-based team responsible for training hotels on the Starwood reservations system.• Created and delivered specialized training program for Westin hotels to teach them about the reservations system• Converted classroom training to virtual training, enabling hotels to reduce cost while increasing attendance• Created proactive process that helped hotels to identify and resolve sales and revenue issues• Developed Reservations Merchandising class to reinforce policies and procedures, provide tips for selling effectively, and review self-monitoring reporting tools• Increased hotels’ compliance with daily system procedures by working with Customer Support to identify non-compliant hotels• Implemented trainer evaluation feedback program to coach trainers and enhance class content