Program Director and Head of Information Systems

• Feb 2022 - Present

Strategic planner and organizational leader, developing new systems and processes to enhance business operations. Developed thoughtful organizational structure and hiring plan to shape company goals and establish a growth plan to be executed in the next 3 years. Launched calculated digital transformation project improving collaborative workflows, reduce business segment silos and give C-Suite visibility on financial and operational health of the business. Strategic planner and organizational leader, developing new systems and processes to enhance business operations. Developed thoughtful organizational structure and hiring plan to shape company goals and establish a growth plan to be executed in the next 3 years. Launched calculated digital transformation project improving collaborative workflows, reduce business segment silos and give C-Suite visibility on financial and operational health of the business.

Sales Operations

• Mar 2020 - Oct 2021

I executed a combination of planned strategies and tactics that developed business and dramatically increased revenue while managing a team supporting Sales and Guest Services for a multi-million-dollar luxury active travel company. With a high level of expertise, I refined and managed the Customer Journey and Communication Strategy that includes a COVID-19 response communication strategy.Some key achievements in this role included:• Launched a new support team by creating, presenting, and influencing senior management on the need of the newly developed team. Led all talent acquisition efforts - interviewed, hired, and trained a team of 7 Specialists.• Led the development and implementation of processes and procedures that optimized performance, improved cross functional workflow, and boosted sales.• Created strategies that seized opportunities that maintained successful client relationships and customer communication throughout the COVID-19 pandemic.• Delivered internal customer solutions by identifying stakeholder needs, analyzing sales technology stack (Salesforce, Jira, and Softrip) making recommendations and prioritizing to cross-functional teams helping to leverage stack tools for growth. Show less

Project Manager - Private Trip Sales and Operations

• Sep 2019 - Sep 2020

As Project Manger for Private and Custom Trips, I strategically developed and implemented sales and business plans that met all business objectives and raised long term profitability as well as provided high-growth-potential business segments. I managed large-scale, high-value complex sales projects and successfully closed deals that contributed to the increase of annual revenue.Some key achievements in this role included:• Developed new operational efficiencies with workflows, trackable tasks, accountability measures, and enhanced selling tools.• Engineered and implemented efficient processes and procedures allowing for seamless operations, increased operational quality, and drove up sales.• Increased operational quality and total sales of complex and high-growth-potential business segment, on track for 62% increase prior to COVID-19.• Partnered with Product Team to launch segment in new ERP, configured and managed Salesforce developer to shape workflow and identify metrics for tracking.• Spearheaded data reporting projects to simplify reporting and track progress. Show less

Account Manager - Private and Custom Trip

• Nov 2016 - Oct 2019

In my position as Account Manager, I oversaw 300 high-value and high-profile key accounts/clients by fortifying client relations for new accounts and maintaining existing accounts qualified through sales leads, and strategic marketing methods.Some key achievements in this role included:• Exceeded quarterly sales targets resulting in 3 years of +55% annual increase in individual contribution to Private Trips, a $30 million sales segment.• Spearheaded guest journey projects from itinerary design and pricing to sales and logistics.• Maintained peak quality scores (9.74/10) establishing strong client relationships for year-over-year return business of high-touch clientele.• Identified and maintained new business segments: Alumni Travel and Non-profit and Donor Fundraisers. Show less

Guest Services Consultant

• May 2016 - Nov 2016

High performing sales and service consultant in a fast-paced work environment. Quickly mastered systems, product knowledge, and customer relationship building.• Quickly onboarded and mastered new systems, product knowledge and customer relationship tools to build customer loyalty and ensure confidence in brand• Mastered consultative selling talents through active listening skills to best assess customer activity abilities and vacation desires to appropriately match customer and product ensuring successful customer experience • Established high-performance record, consistently scoring in top 3% in quality customer experience scores Show less

International Program Director

• May 2015 - Aug 2015

Managed a team of Fijians and Americans to create meaningful service-learning projects and encourage cross-cultural awareness and understanding. As Director I was responsible for the well-being of my staff and students in everything from health and safety to creating an effective learning environment. During this contract I honed my problem solving skills and ability to switch gears at a moments notice. Out in the remote Yasawa Island group we were at the mercy of mother nature. Managed a team of Fijians and Americans to create meaningful service-learning projects and encourage cross-cultural awareness and understanding. As Director I was responsible for the well-being of my staff and students in everything from health and safety to creating an effective learning environment. During this contract I honed my problem solving skills and ability to switch gears at a moments notice. Out in the remote Yasawa Island group we were at the mercy of mother nature.

Field Instructor

• Jun 2014 - Aug 2014

University Campus Rep Coordinator and Ecuador Program Coordinator

• Sep 2013 - May 2014

Global Student Embassy is a nonprofit organization working to develop sustainable agriculture and reforestation projects in Northern California, Nicaragua and Ecuador. GSE provides alternative winter, spring, and summer break programs for high school and college students to collaborate on environmental issues while promoting intercultural communication between students from the US and those in Nicaragua and Ecuador. - Managed university campus representative program and mentored reps through program training, recruitment, fundraising and group management - Effectively organized travel/flights for +400 people, operating $30,000 under budget - Successfully led reforestation projects of +200 US and Ecuadorian students - Skillfully designed and lead workshops based on the experiential learning model - Designed training program for future staff Show less

Field Instructor

• Jun 2013 - Aug 2013

Experiential Learning and Community Service Manager

• Jun 2011 - Dec 2012

The Shellback Society is the non-academic, service-learning, and travel department of the Global Stewards Institute, a registered 501(c)3. The Shellback Society is the non-academic, service-learning, and travel department of the Global Stewards Institute, a registered 501(c)3.

Travel Sales and Tax Agent

• Mar 2012 - Aug 2012

Leisure Travel Consultant

• Jul 2011 - Aug 2012

Leisure travel sales agent booking vacations, business trips, and adventures using top industry tools. Developed personal relationship with clientele to better assist travel wants and needs. Research and development for international and domestic experiences. Create efficiency systems to standardize management of multiple projects Leisure travel sales agent booking vacations, business trips, and adventures using top industry tools. Developed personal relationship with clientele to better assist travel wants and needs. Research and development for international and domestic experiences. Create efficiency systems to standardize management of multiple projects

Marketing Manager

• Dec 2010 - Apr 2011

Independent marketing consultant for small tourism companies based in Queenstown, New Zealand. Raised profile of companies to increase sales by creating incentive programs and develop local campaigns. Independent marketing consultant for small tourism companies based in Queenstown, New Zealand. Raised profile of companies to increase sales by creating incentive programs and develop local campaigns.

Sales and Marketing Manager

• Feb 2010 - Apr 2011

Frontline sales for adventure activities in and around Queenstown, the adventure capital of the world, providing customer serivce and travel consultations. Market in house products, including guided walks, scenic tours, tranportation and ski/board packages through development of sales materials, incentive programs, referral business, and new product development while being the direct link between agents and the company. Frontline sales for adventure activities in and around Queenstown, the adventure capital of the world, providing customer serivce and travel consultations. Market in house products, including guided walks, scenic tours, tranportation and ski/board packages through development of sales materials, incentive programs, referral business, and new product development while being the direct link between agents and the company.

Sales and Operations Intern

• Aug 2008 - Jun 2009

With an already established love of travel. Interning for Global Adrenaline allowed to me to understand the business side of the industry. Working with both the Sales and Operations teams I created and standardized sales materials, including 20 trip itinerary presentations. Researched prospective client potential and new destinations. Wrote and compiled pre-departure packets for passengers And completed day-to-day administrative tasks. With an already established love of travel. Interning for Global Adrenaline allowed to me to understand the business side of the industry. Working with both the Sales and Operations teams I created and standardized sales materials, including 20 trip itinerary presentations. Researched prospective client potential and new destinations. Wrote and compiled pre-departure packets for passengers And completed day-to-day administrative tasks.