Experience

Experi

• United States
• Travel Arrangements
• 1 - 100 Employee

• Guest Services Manager

  • Jul 2017 - Present

  First point of contact with our customers, assist with reservations and insure their experience is positive, anticipate and satisfy needs. Identify and analyze needs; create internal processes and identify tools to meet those needs. Develop systems for keeping track of important details related to confidential customer information, travel logistics and essential deadlines. Accurately communicate guest information collected to the operations team to insure our guests needs and requests are met during their travel experience. Take initiative to implement processes to improve and standardize communication with guests. Improve guest experience from the time they connect with me through completing a trip. Incorporated several new personalized tactics for insuring our guests have an exceptional experience. Consistently receive positive responses directly from guests and numerous mentions in comments on post trip survey responses.



Avalara

• United States
• Software Development
• 700 & Above Employee

• Implementation Specialist

  • Nov 2016 - Jul 2017

  Managed more than 100 accounts in all aspects of implementing sales tax calculation and tax returns and exemption certificate management software. Successfully assisted customers in planning their implementation of Avalara’s tax automation suite to support their business processes and industry best practices. Using SalesForce software, tracked key aspects of customer implementations, including key tasks, target dates, forecast dates, risk factors and customer interactions. Updated internal implementation tracking systems in a timely and accurate manner for cross-departmental visibility and reporting purposes. Supported my customer by answering questions, tracking issues, monitoring changes and resolving or escalating problems as needed. Provided training and end-user support during customer on-boarding



IslandWood

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Philanthropy Operations Manager

  • Apr 2014 - Nov 2016

  Manage all aspects of the Philanthropy Team Administrative Coordinator responsibilities, including interviewing, hiring, training, scheduling, employee evaluation, salary reviews, setting employee goals, termination, promotions, teamwork and employee motivation. Using SalesForce software, prepare complex database queries, exports, imports, custom reports to support department needs. Activities include: preparing Major Gift and event reports, mailing lists, and donor recognition reports. In coordination with the Vice President of Philanthropy and Major Gifts and Planned Giving officers, establish and maintain Philanthropy Team’s communication and revenue campaign structures. Assess and ensure accuracy, security, and integrity of fundraising donor database (i.e. importing, exporting data and validating/updating existing information). Manage the proposal tracking and reporting process within SalesForce, in coordination with the Major Gifts Officers. Create and generate fundraising reports for ongoing, special, monthly, and annual analysis by key staff, as requested. Work with staff to create segmented mailing lists for direct mail appeals, event invitations, newsletters, annual reports, and other mailings. Provide database support for special events: create mailing lists, set up reports, participant data entry, and prepare registration lists. Establish processes to improve accuracy, minimize unnecessary steps, insure major gift pledges are tracked, invoiced and followed through until receipt of payments.



IslandWood

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Education Team Project Coordinator

  • 2012 - 2014

  Managed all operations of the gear room:Coordinated, scheduled and trained volunteers and graduate students in gear processes.Annually hired, trained and managed gear room assistants.Managed AmeriCorps volunteers. This required gathering, organizing and communicating large volumes of information for the rigorous Request for Application process while understanding and adhering to the bureaucratic intricacies required by AmeriCorps. Met the numerous deadline requirements and supplied quarterly reports.Processed Education Service Requests for the Events department. This entailed scheduling educators to provide educational programming for events, coordinating ongoing training for educators, and working with Event Coordinators to insure educators were prepared for programs.Took initiative to improve the process of designing and creating web forms utilized by several departments within the organization by researching, evaluating, selecting and implementing software. This reduced the time required to create forms and enabled us to create more specific forms resulting in, for example, more successful requests for information from schools.Supported the education team with training, troubleshooting and assistance on an ongoing basis. Coordinated registration and event details for numerous education team-sponsored events.Served as Salesforce CRM administrator for the Education department. Responsibilities included software programming, brainstorming with team members, determining best practices, streamlining processes and troubleshooting problems.Supported Eventbright, a cloud based event registration system, in all aspects including page layout design, data import into Salesforce, reporting, staff support and training.Devised marketing campaigns for education events and programs. Researched and contacted organizations to participate in education related events.

• Education Team Administrative Assistant

  • Aug 2006 - Apr 2012

  Provided administrative support for the Education DepartmentCoordinated registration and logistics of education team sponsored events such as summer teacher institute and the Patsy Collins Award.Entered education department data into Salesforce and utilized my expertise to run analysis reports.Assisted with organizing and updating education shared drive information. Coordinated meetings for education committees, including timely correspondence with education committee members.Made purchases for education department and tracked orders accurately for budgetary purposes.Coordinated education support materials, copying and organizing materials internally.Performed miscellaneous support tasks including data entry, copying, mailings, phone calls, filing, forms and ordering supplies.



Leaps and Bounds Montessori Preschool

• Bainbridge Island, WA

• President of Parent Teacher Organization (volunteer)

  • Jan 2003 - Jan 2008

  Arranged and executed annual fund raising events. Negotiated contracts with venue and caterer. Coordinated donations, ticket sales and publicity. Designed and executed printed materials for invitations and tickets. These events raised up to double the amount of previous fund raisers. Coordinated additional school functions throughout the year. Prepared budgets and financial reports. Worked with tax attorneys and accountants to determine the tax status of the organization.



Executive Travel Service

• Vice President of Operations

  • Jan 1988 - Apr 2001

  Responsible for the day-to-day operations of a continually growing travel service company.Managed all aspects of employee interaction and supervision including interviewing, hiring, training, scheduling, employee evaluation, salary reviews, setting employee goals, termination, promotions, management development, teamwork and employee motivation.Maintained close working relationship with hi-tech Silicon Valley corporations.Devised innovative ways to accomplish and satisfy needs of these companies, contributing to the rapid growth of an already successful corporation.Negotiated airline, hotel and rental car corporate contracts.Coordinated travel arrangements to major annual convention for over 400 attendees worldwide, including conducting negotiations with airlines and hotels, event planning, and ensuring customer satisfaction.Implemented all aspects of technology needs for a multimillion-dollar company.Supervised the transition of Executive Travel after it was purchased by Navigant International.

• Corporate Reservations Manager

  • Jan 1988 - Jan 1990

  Oversaw the operations of the largest department in the office. Responsible for implementing a departmental training program. Worked closely with management of other departments to create a team environment and motivating employees.

• Travel Consultant

  • Jun 1984 - May 1988

  Made all aspects of travel arrangements for corporate clients. Kept a close working relationship with travelers and travel coordinators. Consistently achieved high levels of client satisfaction and loyalty. Acquired skills and knowledge to work in all departments in the office.