Tracy Macfarlane Email & Phone Number

Colchester, United Kingdom

London, United Kingdom

London, United Kingdom

Responsible for design and definition of new products/projects.Led the redesign effort of a chinese-style Channel Manager UI to a Western Style UI with high emphasis on usability, self-service and automation. Worked with VP of the Business Unit to define the product strategy and key drivers to anchor the engineering team during the yearlong redesign effort.Implemented a Customer Success Strategy emphasising self-service and automation. Using Lean Startup methodologies, led the early research stages of a new product, including customer interviews and assumption validation. Worked with others in my team to design a set of standard API's for PMS's, and co-ordinated with engineering team to build the API's.

London, United Kingdom

I drive adoption and growth of the RDX product (100 to 1300 hotels in 2.5 years) by building strong relationships with a portfolio of 40 large and small business partners, collaborating with internal cross-functional stakeholders to improve the product, and working closely with senior sales colleagues to advise on solutions architecture.I manage complex, multi-disciplinary projects through their entire life-cycle for high profile clients such as Accor Hotels and Malmaison. The resulting positive PR attracts many more high-profile clients and results in increased hotel adoption and transaction revenue for our business.Reduced problem tickets by 34% (0.26 to 0.17 tickets per live hotel) and service requests by 54% (0.88 to 0.41 tickets per live hotel) by focusing on problem solving through root cause analysis, collaborating with the support team leaders to improve service delivery, and building strong and influential relationships with my clients.

London, United Kingdom

Contributed to the growth of SiteMinder EMEA by successfully project managing a complex, 61 hotel implementation for a key early adopter of our product - the DeVere Hotel group. Due to the success of this project, DeVere became a vocal advocate of SiteMinder, which made it easier for other well-known brands to come on board.Contributed to high employee engagement during our growth from 12 employees to almost 200, by coaching and mentoring new starters, driving key initiatives such as a wellness program, and by leading, where necessary, and stepping back to allow others to lead when appropriate.

Slough, United Kingdom

Helped increase a struggling hotel chain’s room revenues by 25% during the economic recession by analysing their business processes and hotel room and rate configuration in the global distribution systems, and making adjustments to increase their visibility to potential bookers.Through careful mentoring and coaching, I increased the productivity and engagement of my small team of 3, as demonstrated by their positive feedback, high job performance and exceptional customer feedback scores.

Slough, United Kingdom

I built strong relationships with our myfidelio SaaS clients, and became a trusted advisor and distribution subject matter expert internally and externally. I drove adoption and growth of over 1000% (50 clients to 500 clients) in three years by updating our sales teams’ product knowledge with regular product demonstrations, advising on pre-sales solutions architecture, and providing exceptional customer service to the growing customer base so that word of mouth brought more customers to our doorstep.

Johannesburg Area, South Africa

Selected as one of 100 peers nationwide to project-manage the company’s first implementation of Opera SFA (Salesforce Automation) software for a national hotel chain of 100 hotels. My selection was based on leadership potential, ability to multi task and solve problems, and relationship-building potential. My work on the project drove product enhancements which were implemented worldwide, and the software solution is still being used by the client 10 years later.

Jersey, United Kingdom

Redhill, United Kingdom

Ascot, United Kingdom

Johannesburg Area, South Africa

Johannesburg Area, South Africa

Contributed to high staff retention, engagement and inclusiveness by initiating and driving a program to train all staff on the basics of using a computer and using the property management system. My program started with doormen and porters, but word quickly spread, and before long I was running training sessions for housekeeping staff, waiting staff and barmen.

Bachelor'S Degree, Computing & It And Design, In Progress

I am currently studying towards a BSc (Hons) degree in Computing & IT and Design through the Open University.

National Diploma, Catering Management

Matriculation