Experience

Great Wolf Resorts, Inc.

• United States
• Hospitality
• 1 - 100 Employee

• Corporate Manager, CX and Lodge Systems

  • May 2017 - Present

  As part of the corporate operations team, I lead the Voice of Customer (VOC) program & guest-related systems. I launched Medallia across multiple business lines (operations, HR, digital) and deployed systems to improve our guest and employee experience.- Launched Medallia to democratize CX data and produce actionable insights to key stakeholders- Created a common language and defined our inner/outer loop processes- Deployed guest-facing and next-gen applications like HotSOS, Zingle, StayNTouch, and e-authorize- Established training and sustainment strategies to drive lodge level acceptance and usage of applications

• Corporate Guest Relations Manager

  • Jan 2015 - May 2017



Apple

• Indonesia
• Software Development
• 1 - 100 Employee

• Apple Store Leader Program / Expert

  • Sep 2011 - Sep 2014

  - Participated in a global leadership program that followed an accelerated learning path that encompassed all business areas, and the mentoring and insight of Apple leadership. - Collaborated and participated with corporate program events - vision calls, case studies, executive dialogues, and store experiences- Experienced with diplomatically managing multiple commitments to customers, staff, and operations.- Ability to adapt to challenges while remaining calm in a constantly changing retail environment.- Championed change by embracing new technology, priorities, programs, and customer or employee initiatives.



Concord Management-Concord Rents

• United States
• Real Estate
• 200 - 300 Employee

• HR Analyst

  • May 2011 - Aug 2011

  - Acted as a subject matter expert in the following human resources information systems: performance management, human resources/payroll, and employee self-service, and timekeeping.- Recommended enhancements of systems and processes to optimize workflow and functionality of HR applications. - Managed and distributed weekly HRIS reports to executive and senior leadership.



Nickelodeon Suites Resort

• United States
• Hospitality
• 1 - 100 Employee

• Human Resources Coordinator

  • Jan 2010 - Aug 2011

  - Improved the overall efficiency of ATS by correcting and adjusting job description templates, auto- email system, and candidate categories.- Conducted a property-wide job description update that created consistency, up-to-date information, and professionalism for all positions.categories.- Supported recruiters in the full-cycle recruitment process (group/individual interviews, background/drug test, pre-employment paperwork, and orientation).- Maintained projects for Sr. HR Manager: workers compensation, orientation support, unemployment claims, performance management, and others as needed.



Hilton Grand Vacations

• United States
• Hospitality
• 700 & Above Employee

• Learning Coordinator

  • Apr 2007 - Jul 2008

  - Launched, managed, and marketed Learning Management System (Pilot) for over 150 users globally with the vendor, Skillsoft. - Supported users, created and implemented marketing collateral, and oriented new users for LMS- Elevated learning programs by developing a tracking system that captured enrollment of learning sessions and reported overall statistics of sessions.