$9BB OTA - A Leading technology, Travel and Hospitality Organization; providing offline and online travel services; Priceline acquired getaroom.com (A Booking Holdings Company in December 2021)Specialized as an e-commerce and call center lodging consolidator for business/ leisure travelers.Managed all aspects of Sales, Tier 3 agency support and consumer post-sales support groups. Responsible for BPO vendor relationships, Quality Assurance,, consumer relations, customer retention and reservation services.Full P&L responsibility on revenue of $2.5BB offline sales and 25MM in expenses.Responsible for all PBO Vendor management, selection and contract negotiation, including virtual, near-shore and off-shore initiatives.Developed, drafted and implemented all sales, post-sale and operations training curriculum.Designed and implemented all KPI’s for multiple departmentsOversee 9 BPO locations in excess of 1300 Sales, Service and Administrative support personnel.

A $2.4BB – Online Travel Agency (OTA) - Getaroom.com is an e-commerce B2B and call center lodging consolidator for business/leisure travelers. 2012 Dallas 100, #5 fastest growing Companies. 2014 E&Y finalist emerging marketsAccountability for all sales & post-sales support. e-marketing, EMEA_APAC product development and operations strategic planning initiatives.Managed all aspects of Sales, Tier 3 agency support and consumer post-sales support groups. Oversee, Risk management, BPO vendor relationship, QA, consumer relations, Human Resources, E-marketing and customer retention, reservation services as well as product development for EMEA and APAC regions.Delivered immediate and impressive sales results; growing revenues from start-up to $600MM annual offline sales.Full P&L responsibility on revenue of $2.4BBEstablished aggressive metrics, and introduced a new compensation program, resulting in a 33.3% increase in sales conversion and a 32% increase in average revenue per agent per month.Negotiated and upgraded ACD platform, post-sale CRM solution, Advanced IVR and speech recognition system and various efficiency initiatives.Responsible for all PBO Vendor management, selection and contract negotiation, including virtual, near-shore and off-shore initiatives.Developed, drafted and implemented all sales, post-sale and operations training curriculum.Designed and implemented all KPI’s for multiple departmentsCo-chaired development and implementation of branded VIP, membership, retention and referral programs.Oversee 9 BPO locations in excess of 1300 Sales, Service and Administrative support personnel.

Report directly to COO/EVP Operations. Promoted from Executive Director of CC Operations in August 2007. Manage 100-seat corporate contact center, consisting of multi-channel support including inbound/outbound, chat and e-mail agents. • Full P&L responsibility on revenue of $3MM.• Responsible for Tier 1 strategic account management.• Realigned corporate front office strategy, implementing standard contact center best practices, resulting in 35% increase in QA, 20% reduction in labor costs and 50% reduction in employee attrition.• Launched “Campus Connect” Global FAS brand, contributing to a 120% increase in revenue (from $1.5MM to $3.3MM). • Deployed multiple CRM solutions including Salesforce and “Live Person” chat solution, realizing 5% reduction in call volume.• Improved agent utilization performance by 35% while reducing abandonment rates over 50%.

Reported directly to Sr. Director, Global Ops. Responsible for multi-site operations including Customer Care, Client Services, QA, E-mail Support, Consumer Relations and Hotel Processing.• $11MM P&L responsibility.• Created and consolidated multi-brand relocations and account specialty desk, reducing costs by 80% ($360K annually).• Responsible for 9 direct reports, 400+ indirect reports.• 350 call center seats over 3 locations, 85% inbound/15% outbound.• Successfully restructured entire reservations processing dept., while sustaining 50% annual growth.• Reduced Consumer Relations, Attorney General, and BBB complaints by 44% since 2003. • Redesigned and implemented all training and policy/procedure collaterals for Customer Care, Hotel Processing and Client Services department.• Delivered 40% reduction in service-per-transaction calls over 2-year period, resulting in $2.7MM savings. Designed and implemented multi-brand relocations department, and account specialty desks

Reported directly to SVP, Operations. Managed inbound/outbound corp. contact center, including telesales, customer service and reservations dept; delivered approximately 15% of all corp sales at $75MM annually. • P&L responsibility for $3.8MM.• Marquee clients included American Airlines, Continental, Cheaptickets, and TravelNow.• Managed 80 inside sales reps, 40CCR’s, 6 sups and 4 WFM supervisors.• Specialty lodging conversion increased by nearly 26% to a sustained 25% close rate, all while realizing 35% YOY call volume increase.• Increased hotel processing efficiencies, resulting in $200K labor savings (15%).• Designed and implemented KPI’s for sales and service, resulting in 28% improvement in CSAT; increased sales conversion by 14% to 32% close rate. • Developed monthly incentive and employee recognition programs; improving morale, performance and involvement, resulting in 20% decrease in attrition.• Consistently promoted to greater levels of responsibility.