Experience

Travel Outlook – The Premier Hotel Call Center™

• United States
• Hospitality
• 1 - 100 Employee

• Travel Outlook Director of Training and ExpressRez Project Manager

  • May 2021 - Present

  • Implement and manage a SaaS system to use with our ExpressRez clients• Manage onboarding activities and continued client relationships with clients• Work with client and subject experts to maintain resources for employee knowledge

• Director Of Training

  • Aug 2017 - Present

  • Develop a comprehensive training program by designing, implementing and delivering client and internal training using a blended class structure using a LMS for a virtual call center for 150+ agents• Create standardized training program and resources to facilitate a certification program for internal employee performance• Instrumental in onboarding clients by adapting systems to meet their individual needs• Facilitate on-site client visits for front line workers• Maintain training records• Recruiting and onboarding for Reservation Specialist• Supervise and manage a global training team using a collaborative design process to find solutions to meet client requirements• Coach and mentor employees to reach career goals• Partner with Senior Management for develop continued employee growth opportunities• Ability to work in a fast-paced environment adapt to change• Create and maintain informational resources including SharePoint portal to enhance information retrieval• Budget management for the training department• Facilitate addition learning opportunities with a passion for adult learning Show less

• Director of Agent Acquisition and Training

  • Dec 2016 - Aug 2017

  • Develop a comprehensive training program for a virtual call center for 100+ agents• Maintain training records on employees• Recruit, hire, and train Reservation Specialist• Create Information SharePoint portal• Budget management for the training department

• Quality Assurance Specialist/ Client Services Manager

  • Mar 2012 - Dec 2016

  • Responsible for creating virtual training materials for home based hotel reservationist• Liaison for clients located on the east coast • Responsible for analyzing call center data to determine best practices in continuing education



Self-employed private tutor

• Private Tutor

  • Jun 2007 - May 2021

  • Private Tutor for Elementary and Middle School Students in all core subjects with a specialization in mathematics, critical thinking skills, SAT prep, and educational games. • Private Tutor for Elementary and Middle School Students in all core subjects with a specialization in mathematics, critical thinking skills, SAT prep, and educational games.



The Hershey Gardens

• 170 Hotel Road, Hershey, PA

• Education Supervisor

  • 2007 - 2011

  • Responsible for all school programming with a 100% positive feedback rating. • Increase school programming attendance by 95% over 2 years • Instituted homeschool days with an attendance of 225 people at the second theme day • Instituted scout programming • Supervise Education Assistant and Intern • Supervise Education Volunteers while increasing our volunteer base from 5 active volunteers to 32 active volunteers • Manage Youth Education budget • Schedule Youth Education programs • Prepare standards based curriculum for new school programs and preschool programs. Show less



Northern York County School District

• Dillsburg PA

• Math Teacher

  • Aug 2004 - Jun 2007

  • Prepare and present instruction in 24 different classes and 5 different levels each week • Raise PSSA test scores 13 percentile in 2 years • Create and instruct at risk program that had 80% of students raise scores to the proficient level • Assess student learning using written assessments, performance task, class responses, and individual responses, as well as formal test assessments to facilitate increased student achievement • Establish and maintain positive relationships with student, parents and colleagues encouraging open and supportive oral and written communication • Analyze test score data to identify student and programming strengths and weaknesses • Research current trends in education to select curriculum to meet the needs of students of today Show less