Experience

Vacatia Partner Services

• United States
• Hospitality
• 1 - 100 Employee

• Operations improvement Manager

  • Sep 2020 - Present



Store Vantage

• Account Manager

  • Mar 2012 - Sep 2020



Sentient Jet

• United States
• Aviation and Aerospace Component Manufacturing
• 100 - 200 Employee

• Director, Standards & Training

  • 2008 - 2009

  Accountable for developing and implementing training strategies, plans and processes to support organizational goal. Develop a needs assessment process and create an instructional design process with appropriate delivery methods and post training evaluation. Manage key employee relations projects and initiatives that have strategic and wide organizational impact. Work closely with management ensure that policies, program and processes are developed, implemented, communicated and consistently administered in compliance with organizational objectives and with relevant law regulations. Show less

• Director of Charter Services

  • 2007 - 2008

  Responsibilities include but not limited to, being a champion for customer care, monitor calls track and report customer satisfaction and maintain a level of 95% satisfaction, follow the code of business conduct and ethics and other related policies while promoting the business to prospects and customers, directing and controlling the process of fulfillment of orders for nonmembers, fielding customer inquiry and resolving complaints, streamline the operation by providing training to customer and staff, improve customer service quality results by studying-evaluating and redesigning processes, establishing and communicating service metrics, monitor and analyzing results and implement change when required. Show less

• Account Director

  • 2005 - 2007

  Responsibilities include but not limited to, serve as a face for the company while performing a variety of duties aimed at managing employer client relationship as well as developing new business from existing clients, direct client through the onboarding process, track and monitor overall account performance to meet revenue target, track and report client satisfaction and maintain a level of 95% satisfaction, prepare monthly overview of client activities-revenue forecast and future plan, assist in issue escalation and risk management, develop long and short term strategic plan for clients, prepare and deliver client presentations-case studies and proposal, work with customer to understand business needs and provide optimum solutions, Show less

• Client Service Manager

  • 2002 - 2005

  Responsibilities include but not limited to, being a champion for customer care, follow the code of business conduct and ethics and other related policies while promoting the business to prospects and members, directing and controlling the process of fulfillment of orders for all members, fielding customer inquiry and resolving complaints, client satisfaction levels never fell below 90%, streamline the operation by providing training to customer and staff, improve customer service quality results by studying-evaluating and redesigning processes, establishing and communicating service metrics, monitor and analyzing results and implement change when required, monitor calls and report on client satisfaction, Show less



Four Seasons Hotels and Resorts

• Canada
• Hospitality
• 700 & Above Employee

• Hotel Assistant Manager

  • 1999 - 2002

  Responsible for primarily overseeing room divisions and making decisions on the everyday operation of the property. Responsibilities includes but not limited to, meeting or exceeding planed objectives for revenue and profit while ensuring guest satisfaction and product quality standards are met, guest satisfaction levels never fell below 94%, assist the general manager to manage all departments in the hotel in accordance with brand standards to achieve a friendly atmosphere of superior guest service and product quality, accurately forecast revenue and expenses, analyze the operation on a ongoing basis to adjust business plan – labor requirements and operating cost, empowering hotel staff to take ownership of guest request, ensure training and development plans are met while monitoring and maintaining acceptable turn-over levels. Show less

• Communications Manager

  • 1996 - 1999

  Responsible for overseeing electronic communication for the Boston property and act as a liaison for companies and individuals who host functions in the hotel. Duties includes but not limited to overseeing a team of seven, coaching and counseling staff, conducting reviews while fostering good morale, ensuring guest and staff has easy access to pagers, cellphone, faxes and landlines, installing and monitoring high speed data lines, monitor all data and voice lines and other electronic signals coming in and out the property, coordinating repair with outside vendors, overseeing a budget of one million dollars, tracking and reporting guest satisfaction and consistently held a 97% satisfaction rate. Show less