SVP Client Operations and Delivery

• Jul 2023 - Present

VP, Client Operations

• Jan 2023 - Aug 2023

Director of Engagement

• Feb 2022 - Jan 2023

Director of OnBoarding

• May 2021 - Oct 2021

Responsible for leading the new client Onboarding department at Lunchbox. Redefined our Onboarding process including operational processes, creating client-facing documentation, and launched a new 'client wiki' site for our internal business partners. Consults on enterprise client deals to ensure our co-processes are aligned. Refined and redesigned the Onboarding process to reduce the Onboarding times from 100+ days to 70 within the last 2 months. Provided coaching, mentorship, and training to a team of 15. Implemented resource management and facilitated the transition from waterfall/kanban to Sprint style development. Provided metrics reporting, managed staffing budgets, and employee reviews. Show less

Program Manager

• Jan 2020 - Apr 2021

As Program Manager I lead collaboration efforts throughout Shiji in both our development teams as well as our greater global organization. For development this includes managing change control, communicating delivery estimations to the greater organization and other tasks like process improvement and improving communication paths. In the global organization, I'm leading the project team that is defining our rollout strategy for mass release of our new product.

Senior Project Manager

• Jul 2018 - Jan 2020

Responsible for planning and implementing Opera and Infrasys products for major account and independent hotel clients. Consults with Sales for RFP’s for new business. Created standards for Opera implementation process, installation project plans, documentation, and follow up processes. Created Global roll out plan for Infrasys with corporate Client including planning process, installation schedules, project documents, and engagement processes. Created internal business processes for complete project lifecycle from new contract through client billing. Show less

Licensed Realtor

• Apr 2017 - Dec 2018

Self-Employed, Licensed, REALTOR in the state of Maryland Self-Employed, Licensed, REALTOR in the state of Maryland

Senior Project Manager

• Jan 2013 - Aug 2017

Promoted to Senior Project Manager responsible for planning and implementing projects supporting process improvements, cost savings, and reorganization, as well as client-side software development and business software installation. Manage project teams of up to 15 internal and external implementation specialists. Develop multiple deliverables for stakeholders and project team members, including project plans, scope documents, statements of work, organization charts, process/workflow maps, communication plans, meeting agendas, and risk logs. Maintain relationships and communication with executive decision-makers and stakeholders at all levels. Show less

Project Manager

• Apr 2011 - Oct 2012

Managed full project life cycle for the customized development of 100+websites, with projects ranging in value from $70K to $125K for major brand and independent hotels. Led implementation of features including multiple languages, booking widgets, weather widgets, and responsive web design(RWD); maintained responsibility for needs assessment, budgeting, website mapping and wireframing, vendor development, quality assurance, project deployment, and client training. Supervised cross-functional teams of in-house implementation specialists, outsourced developers, and third-party vendors. Served on social committee charged with team building and philanthropic efforts. Show less

Implementation Manager

• Oct 2007 - Apr 2011

Promoted to oversee project planning and implementations of the OPERA Reservation System for Wyndham Hotel Group and Carlson Worldwide, with P&L accountability for $1.5M in annual implementation sales. Recruited, trained, supervised, and evaluated a 70-member team of talented implementation and project specialists. Approved expenses for installation teams. Managed relationships and communicated directly with client decision-makers to determine best practices and standards for system roll-outs. Developed and monitored implementation plans and schedules and monitored day-to-day activities of in-house and on-site team members. Provided financial and performance reporting to key stakeholders. Show less

Senior Project Specialist

• Feb 2005 - Oct 2007

Rapidly promoted from Project Specialist to Senior Project Specialist responsible for OPERA Reservation System implementations for independent and major brand hotels. Managed 30+ installations monthly that generated between $60K and $150K per project, with oversight for five-member on-site project teams. Handled all stages of the implementation process, including status updates, scheduling, requests for changes, documentation, and training. Reviewed expense reports for installation teams. Monitored project results against scope of work. Show less