Experience

SHR Group

• United States
• Hospitality
• 1 - 100 Employee

• Vice President of Client Success and Support

  • Mar 2018 - Present

  Tampa, Florida, United States - Spearheading Customer Success and Technical Support strategies, optimizing service delivery across diverse client segments. - Leading NPS initiatives, consistently achieving industry-leading customer satisfaction scores. - Successfully scaled efficient and high-performing teams to meet growing demands while maintaining exceptional service levels. - Developed and executed proactive customer retention initiatives, reducing churn. - Implemented cross-selling and… Show more - Spearheading Customer Success and Technical Support strategies, optimizing service delivery across diverse client segments. - Leading NPS initiatives, consistently achieving industry-leading customer satisfaction scores. - Successfully scaled efficient and high-performing teams to meet growing demands while maintaining exceptional service levels. - Developed and executed proactive customer retention initiatives, reducing churn. - Implemented cross-selling and up-selling programs across the Customer Success team, driving additional revenue streams through the promotion of relevant products and features. - Voice of the Customer (VOC) within the organization, effectively conveying customer insights and needs. - Creating and nurturing strategic relationships with key customers, ensuring long-term partnerships and mutual success. - Leading customer facing professional service initiatives, providing consultation and solutioning to help customer design and implement hospitality systems. - Fostering cross-functional collaboration between sales, support, development and product teams to deliver seamless customer experiences. - Providing expert support and guidance to customers through effective customer support channels. - Passionate about developing future leaders, mentoring team members to excel in their roles and grow within the organization. - Utilizing data-driven decision-making processes, leveraging analytics to identify opportunities for improvement and optimize customer success and support efforts. - Supported the company during ownership changes and acquisitions, maintaining operational stability. - Developed and managed outsourcing programs that led to increased efficiencies and cost savings. - Leveraging Salesforce CRM to streamline processes and improve customer interactions. - Proficient in Jira and Confluence, utilizing these tools to enhance project management and team collaboration.

• Director of Client Experience

  • Mar 2016 - Mar 2018

  Houston, Texas Area

• Client Experience Manager

  • Dec 2014 - Mar 2016

  Houston, Texas Area



lastminute.com

• Switzerland
• Travel Arrangements
• 700 & Above Employee

• Hotel Connectivity & Operations

  • May 2014 - Nov 2014

  London, United Kingdom - Managed Relationships with 100+ Hotel Supply Distribution Partners: Accountable for cultivating strong partnerships and driving performance across a diverse portfolio of over one hundred hotel supply distribution partners. -Strategic Partnership Management: Developed and maintained strategic relationships with key distribution partners, fostering collaboration and ensuring alignment with the company's goals. - Enhanced API/XML Performance: Tasked with optimizing the… Show more - Managed Relationships with 100+ Hotel Supply Distribution Partners: Accountable for cultivating strong partnerships and driving performance across a diverse portfolio of over one hundred hotel supply distribution partners. -Strategic Partnership Management: Developed and maintained strategic relationships with key distribution partners, fostering collaboration and ensuring alignment with the company's goals. - Enhanced API/XML Performance: Tasked with optimizing the performance of API/XML connections, leading efforts to reduce error rates, and ultimately delivering a seamless experience for our customers. - Evaluated API Enhancements: Analyzed both commercial and technical requirements for API enhancements, driving improvements that enhanced the overall efficiency and customer satisfaction. - Ownership of XML Integrations and Certifications: Managed new XML integrations and certifications, ensuring a smooth onboarding process and expanding the company's distribution capabilities. - Global Collaboration with Data Services Teams: Worked in close partnership with our outsourced data services teams in India, streamlining operations and maintaining high levels of efficiency, resulting in exceptional customer service. Show less



Millennium Hotels and Resorts

• Singapore
• Hospitality
• 700 & Above Employee

• Regional Distribution and Central Reservations Manager - Europe

  • Jan 2008 - May 2014

  - Strategically managed the Distribution function: Oversaw the global distribution strategy for Millennium Hotels, optimizing revenue streams and ensuring seamless distribution. - Product Owner for the Central Reservations System (CRS): Spearheaded the development and enhancement of the CRS, resulting in improved booking efficiency and enhanced guest experiences. - Global Management of GDS Advertising Budget: Effectively managed the GDS advertising budget on a global scale… Show more - Strategically managed the Distribution function: Oversaw the global distribution strategy for Millennium Hotels, optimizing revenue streams and ensuring seamless distribution. - Product Owner for the Central Reservations System (CRS): Spearheaded the development and enhancement of the CRS, resulting in improved booking efficiency and enhanced guest experiences. - Global Management of GDS Advertising Budget: Effectively managed the GDS advertising budget on a global scale, achieving maximum return on investment (ROI) by strategically allocating ad spend across vendors. - Key Technology Partnerships: Played a pivotal role in identifying, evaluating, and selecting technology partners, contributing to the company's growth and innovation. - Ownership of Strategic Connectivity Relationships: Fostered and managed strategic relationships with connectivity partners, expanding Millennium Hotels' reach and capabilities. - Management of Distribution Services Teams: Led teams responsible for enabling the seamless integration of new hotels onto distribution platforms, including rate loading (GDS and channel manager) and content updates. - Leadership of Central Reservations Call Center: Led the central reservations call center, ensuring exceptional customer service and smooth operations for the company. - Global Technical Support for Hotels: Managed the in-house distribution helpdesk, providing technical support to 125+ hotels globally, enabling smooth operations and troubleshooting. - Conducted in-depth analysis of distribution channels, marketing campaigns, and promotions, providing valuable insights for informed decision-making. - Successful CRS Migration: Oversaw the migration of 125+ hotels from Synxis CRS to Windsurfer CRS, ensuring a seamless and on time transition. - Key Stakeholder in Transition to Opera ORS and PMS: Played a critical role in the transition to Opera ORS and PMS systems, streamlining operations and enhancing the hotels capabilities. Show less