Program Manager

• Jul 2022 - Present

Manage multiple client accounts and teams of call center representatives on customer and consumer experiences for high profile clients in the US and Canada. Oversee daily operations, escalating issues, client relationships and training management. 25-30 direct reports. Top ranked team for call metrics. Manage multiple client accounts and teams of call center representatives on customer and consumer experiences for high profile clients in the US and Canada. Oversee daily operations, escalating issues, client relationships and training management. 25-30 direct reports. Top ranked team for call metrics.

Founding Partner and Senior Vice President

• Apr 2017 - Jul 2022

Privately held LLC. Lead direction of investments, venture capital, businesses and real estate holdings. Oversee wealth management account directions and strategies. Evaluate, negotiate, execute all agreements and contracts. Stock, bond, mutual fund investment direction, trends and analysts. Privately held LLC. Lead direction of investments, venture capital, businesses and real estate holdings. Oversee wealth management account directions and strategies. Evaluate, negotiate, execute all agreements and contracts. Stock, bond, mutual fund investment direction, trends and analysts.

Assistant General Manager

• Jul 2021 - Jun 2022

Senior Living Community of 400+ residents with six food and beverage outlets. Managing day to day service operations and a team of 30 direct reports Senior Living Community of 400+ residents with six food and beverage outlets. Managing day to day service operations and a team of 30 direct reports

Manager, Customer Service and Product Support

• Jul 2020 - Jan 2021

Lead a team of 10 direct reports, all highly professional representatives providing best in class product support and customer service to clients in the USA and Canada. Increased customer satisfaction rating from 77% to 89% in less than 6 months. Implemented KPI and Bonus structures. Restructured team to handle increased call volume, shorten wait times. Lead a team of 10 direct reports, all highly professional representatives providing best in class product support and customer service to clients in the USA and Canada. Increased customer satisfaction rating from 77% to 89% in less than 6 months. Implemented KPI and Bonus structures. Restructured team to handle increased call volume, shorten wait times.

Franchise Quality and New Property Conversions Specialist

• Sep 2014 - Apr 2020

*Oversee and drive hotel property quality excellence for a portfolio of 225+ properties in New Jersey, New York and Pennsylvania.*Conducted on-site owner meetings, training and quality evaluations. *Created Property Improvement Plans for property conversions to Wyndham brands.*Working hand in hand with owners and operations to achieve maximum performance on quality, operations, property cleaning and adherence to brand standards. *Proactive matching resources to needs that owners need to bring their property up to their maximum potential.

Director of Operations - Knights Inn

• Feb 2013 - Sep 2014

*Second to the Brand Leader, key team player in achieving a 97% client retention rate and a 20% reservation contribution increase. *Reached an unprecedented goal of over 400 locations open and operating in the United States and Canada, doubling the brand size in 9 years. *Delivered over $9M in annual royalty revenues. Achieved all set goals for REVPAR, ADR and Occupancy. *Re-aligned brand standards to reduce operator's costs on average 20%-30%.*First contact for problem resolution, client retention, negotiations, resourcing .

Senior Manager, Operations and Support - Knights Inn

• Apr 2010 - Feb 2013

*Senior brand support leading a portfolio of 300+ franchised hotels in the US and Canada. *Supported Director and Brand Leader in client retention, customer service, contract negotiation, invoice disputes, operation excellence. *Exceeded company goals for revenue and service. Initiated many cost reduction programs resulting in owner operating cost reductions of 20% - 30%.

Manager, Franchise Services - Knights Inn

• Jan 2009 - Mar 2010

*Front facing support contact for 175-200 hotel franchisees. *Provided assistance with all operational needs. *Process escalation issues to brand leadership. *Work with Customer Service, Finance and Procurement to provide support to owners and operations. *Drive KPIs for revenue, quality and service with highly successful results.

Manager, Integration Services - Northeast & New England Regions

• Dec 2007 - Jan 2009

*Field Based on-property training manager. *Responsible for on-boarding all new properties to the Wyndham portfolio. *Conducted two-day training classes with all management and staff on Wyndham standards, procedures, and operations.

Manager, Franchise Services - Howard Johnson, Travelodge, Knights Inn, Villager

• Jan 2001 - Dec 2007