* Led Customer Experience design team focused on building more structural personalization capabilities and new experiences through end-to-end design, analytics and leveraging customer listening and data

* Leverage customer data and employee feedback to build strategies to improve CX/EX across the enterprise* Achieved improved customer satisfaction scores through the pandemic, including winning J.D. Power award for customer satisfaction

* Leveraged customer and specialist feedback and data to deliver improved customer and specialist experiences through collaboration with Commercial teams and Alliance partners* Part of the leadership team focused on transformation resulting in improved service levels for customers, significant NPS improvement and a lift in ability to resolve customer needs at the initial point of contact

* Lead efforts to integrate alliance partner airlines into Delta's various sales programs expanding network scope for customers worldwide* Develop and track performance and activity indicators for each partner to optimize results and reduce any travel seams for our customers* Facilitate partner working group meetings focused on driving integration results with joint venture, equity and codeshare partners

* Lead analytic efforts supporting commercial organization with particular emphasis on Sales, Digital, Loyalty and CRM* Develop commercial Business Intelligence strategy including plan to expand collaboration around data visualization while developing actionable insights for commercial organization and hotels* Lead Sales modeling and analysis efforts

* Developed new global reporting for the Sales organization* Created and implemented new, industry leading, Customer Savings reporting demonstrating partnership value to corporate clients* Performed strategic analyses and created presentations for C-level executives as part of strategic partnerships with Travel Management Companies such as CWT and Amex* Provided reporting, deal modeling and strategic analyses related to online travel agency and distribution agreements* Member of the global revenue council leadership team for Carlson Rezidor providing strategic direction to revenue teams

• Providing analytic consulting support to Revenue Optimization, Sales and Distribution teams for joint strategic initiative between Carlson Hotels Worldwide and Carlson Wagonlit Travel

• Direct report to Senior Vice President of Global Sales & Distribution• Led a team managing $700M+ annual budget• Responsible for global distribution strategic planning, analysis and negotiation of Delta contracts with GDS partners such as Sabre and Travelport as well as online travel sites including Expedia, Travelocity, Priceline, and Kayak• Developed synergy plan producing ~$30M in savings for 2009/2010• Leader in numerous merger integration activities including pre-merger organizational design, contract negotiation, synergy capture and partner engagement to ensure a seamless transition for agents selling Delta as the two airlines merged onto a single reservation system• Collaborated with leaders of other distribution channels to develop strategy/tactics to optimize channel mix/performance among traditional agencies, Delta.com, online web sites and Reservations• Appointed board member by Delta for Airlines Reporting Corporation (ARC) and Universal Air Travel Plan (UATP)• Partnered with Air France and KLM sales and distribution colleagues to advance efforts of the Joint Venture

• Led a team of 21 analysts/managers responsible for the analysis supporting Corporate and Agency travel deals with partners such as American Express and Carlson Wagonlit and also managed the $400M+ Biz Perks small business loyalty program• Served on alliance and global contracting working groups to advance SkyTeam global business, KLM joint venture and leveraged the broader alliance network to improve NWA Corporate revenue• Led efforts in reducing NWA cost of sale through alternative form of payment programs and direct booking tools and managed commission rate and spend

• Led a team of 13 responsible for strategic pricing analysis, e-commerce pricing and all unpublished pricing programs including WorldVacations, cruise, ski, meeting/convention, tour, internet and consumer promotions/couponing• Responsible for analysis and decision support pertaining to fare structure, product mix, revenue, competitive market entry and government and public relations matters involving pricing/competition• Led analysts/managers/team leads through analytical and presentation processes for several strategic projects related to fare structure including the launch of Biz Flex and the 2001 leisure fare restructuring• Led all retail sale concept and executional planning meetings when NW prepared to launch retail sales

* Exceeded sales goals in promoting SWA products to corporate travel managers travel agencies and meeting planners* Performed local spokesperson role for SWA. Involved in press releases, media follow-up and television/print interviews regarding fare sales, community activities and a third airport issue* Played a leadership role in corporate grassroots program to help SWA improve its legislative position regarding an industry wide jet fuel tax as well as legislation to create a third Chicago airport* Served on an aviation committee, commissioned by the city of Chicago, to combat the creation of a regional airport authority designed to take control of MDW and ORD airports and create a third airport