Technical Project Manager

• Jan 2022 - Present

Junior Project Manager

• Nov 2020 - Dec 2021

Senior Franchise Operations Manager

• Jan 2018 - Apr 2020

Primary Function:• Counseled small business owners as B2B account manager for a portfolio of hotel franchisees based in the US and abroad via phone, email, and remote access software.• Navigated emotional conversations with patience, confidence, and compassion.• Analyzed performance data for 120+ clients to derive insights and develop unique action plans for improving operations by addressing all business components including sales and marketing, revenue and pricing strategy, reputation management, and quality assurance.• Identified potential at-risk accounts to engage focused retention efforts.• SME on all RLH products and proficient as both user and instructor of proprietary and industry technologies.Additional Projects:• Led the project team and authored all copy for the monthly Operations Tip of the Month newsletter.• Partnered with cross-functional department leaders and stakeholders to develop customer-facing training materials for existing programs and new rollouts.• Presented as a panelist during a breakout session on addressing common operational pitfalls at the Annual RLHC Conference at The Mirage in 2019.• Prepared data for monthly performance reports to be presented to executive leadership.• Conducted training and created accompanying guides for a remote call center team to take over after-hours customer support.Promotion from Lead Franchise Operations Manager. Show less

Lead Franchise Operations Manager

• Apr 2017 - Dec 2017

• Oversaw the hiring process for new Franchise Operations Managers.• Assigned to work with key accounts and priority board member clients.• Supported Franchise Operations Managers as a first point of reference before escalation to senior leadership.Promotion from Franchise Operations Manager

Franchise Operations Manager

• Aug 2015 - Apr 2017

Assistant Production Manager

• Dec 2014 - Aug 2015

• Supervised a team of field and office personnel with an emphasis on continued learning to encourage growth mindset.Promotion from Project Ambassador

Project Ambassdor

• May 2014 - Dec 2014

• Monitored activities during each phase of a renovation project to ensure budgets for cost and time are met.• Coordinated all scheduling between customers, Field Managers, and subcontractors.• Corresponded with customers and internal teams to set expectations and troubleshoot any possible issues to prevent escalation.Promotion from Sales Support Representative

Sales Support Representative

• Dec 2013 - May 2014

• Qualified leads to maximize productivity for the sales team.• Used an online scheduling system to set and manage of appointments for eight sales reps.

Associate

• Jan 2013 - Dec 2013

• One of three Associates on staff certified to train new employees. • Contributed as part of the team to our store earning a Platinum rating from a corporate auditor. • One of three Associates on staff certified to train new employees. • Contributed as part of the team to our store earning a Platinum rating from a corporate auditor.

Associate

• May 2011 - Jul 2012

• Provided on-the-job training for new hires. • Developed a tip distribution system to increase employee loyalty and morale. • Provided on-the-job training for new hires. • Developed a tip distribution system to increase employee loyalty and morale.

Intern

• Apr 2010 - Aug 2010

• Assisted members of the executive team. • Facilitated the company’s transition from a paper-based filing system to digital. • Organized and inventoried office backlog. • Assisted members of the executive team. • Facilitated the company’s transition from a paper-based filing system to digital. • Organized and inventoried office backlog.