Experience

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  Intercontinental Hotels Group Plc

  • Business Requirements Analyst

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  IHG Hotels & Resorts

  • United Kingdom
  • Hospitality
  • 700 & Above Employee

  • Business Requirements Analyst

    • Jun 2022 - Present

    • For assigned projects, develop with appropriate contacts, the detailed business requirements and supporting documentation such as scope documents, business justification and ROI, for systems applications to support all stakeholders.• Negotiate and define system requirements with new alliances to implement agreed program components, data exchange standards.• For assigned projects, collaborate with all stakeholders to document change requirements, identify preferred business solutions and priorities, and manage the development and implementation of assigned IHG applications enhancements that provide additional revenues, reduce costs or improve customer service.• Design and implement test plans for business/user acceptance that ensure that new program functionality is delivered to meet business requirements. Ensure coordination with, and communication to, global users whose systems and/or processes may be impacted.• Key contact for IT resources, external vendors and partners regarding program operations, system procedures and data interpretation between IHG and vendor systems.• Communicate issues identified during Business Acceptance Testing to key stakeholders and technology, as needed.

  • Flex Experience Optimization Specialist

    • Oct 2018 - Jun 2022

    A customer service expert in providing travel advice and solutions in a contact center environment. A critical customer touch point for delivering on our IHG brand experience in a culturally diverse environment. A brand champion, taking pride in using every customer interaction to educate on our brands and products. Empowered to make creative decisions using various tools and market insight that will deliver on the unique travel needs of our guests, to drive revenue to our hotel partners, customer satisfaction to our guests and IHG brand loyalty to both guests and owners. Passionate for learning and developing themselves to be the best in an ever-evolving role. Both excited and critical in evaluating new processes and new system features and how they relate to efficiency and guest experience. Articulate areas of improvement proactively and frequently.

  • Specialist Customer Care

    • Feb 2017 - Oct 2018

    Assisting Guest Relations Case Managers with the following: An expert in providing travel advice and solutions. A critical customer touch point for delivering on our IHG brand experience in a culturally diverse environment. Be a brand champion, taking pride in using every customer interaction to educate on our brands and products. Empowered to make creative decisions using tools and market insight that will deliver on the unique travel needs.

  • Guest Relations Case Manager

    • Jun 2016 - Feb 2017

    An expert in providing travel advice and solutions. A critical customer touch point for delivering on our IHG brand experience in a culturally diverse environment. Be a brand champion, taking pride in using every customer interaction to educate on our brands and products. Empowered to make creative decisions using tools and market insight that will deliver on the unique travel needs of our guests, to drive customer satisfaction and loyalty.

• 

  Utah Elite Staging

  • United States
  • Real Estate
  • 1 - 100 Employee

  • Owner

    • Jul 2019 - Present

    Home Staging:"The act of making an unfurnished house appear lived in to entice buyers to purchase the property. Home staging is popular because it provides the buyer with an idea of how furniture could be placed in the home and how much space will be available when it's furnished. - BusinessDictionary"

  • Home Stager

    • Sep 2018 - Jul 2019

    I helped prepare homes for sale by bring furniture into the house, arranging the furniture in the living room, kitchen, dining room, bathroom, and master bedroom.

• 

  Zyperhawk

  • Owner

    • May 2011 - Present

    We provide information and consulting on modern technologies, products, and services. Implement systems to increase productivity, efficiency, and communication.

• 

  Salt Lake Staging and design

  • Greater Salt Lake City Area

  • Home Stager

    • Aug 2016 - Sep 2018
    • Greater Salt Lake City Area

    I helped prepare homes for sale by bring furniture into the house, arranging the furture in the living room, kitchen, dinning room, bathroom, and master bedroom.

• 

  Booknval Real Estate Investing, LLC

  • 5677 S Redwood Road #18, Taylorville, UT 84123

  • Director of Marketing

    • Mar 2015 - Jun 2016
    • 5677 S Redwood Road #18, Taylorville, UT 84123

    Oversee marketing campaigns using technologies such as door hangers, postcards, letters, email, every door direct mail, presorted mail, social media, back links, and SEO.

• 

  Real Estate Success Builders, LLC

  • 5677 South Redwood Road # 18, Taylorsville, Utah 84123

  • Agent Relations Supervisor

    • May 2013 - Mar 2015
    • 5677 South Redwood Road # 18, Taylorsville, Utah 84123

    Build relationships with Real Estate Agents. facilitating systems to increase their productivity and relationships with their clients.

• 

  Infinity Financial Group, LLC

  • 5278 S Pinemont Drive, Suite A-210, Murray, UT 84123

  • Information Systems Manager

    • Jul 2012 - May 2013
    • 5278 S Pinemont Drive, Suite A-210, Murray, UT 84123

    Support Marketing, Sales, Information System, Information Technologies, and Logistics Departments.

• 

  SOS Home and Debt Solutions

  • 1910 East Fort Union Boulevard

  • Management Information Systems Director

    • Jun 2011 - Dec 2012
    • 1910 East Fort Union Boulevard

    Manage all informations systems, voip phone systems, network, crm, etc.

• 

  Utah State University

  • Kaysville, Utah

  • Graduate School in Computer Science

    • Jun 2011 - Dec 2011
    • Kaysville, Utah

    Studied Computer Security and Software Engineering.

• 

  Blue Mountain Academy

  • Network Administrator, Mathematics and Computer Science Instructor

    • Nov 2007 - Mar 2009

    Managed Microsoft Server 2003, APlus, and Microsoft Office applications. Instructed Computer Science and Mathematics courses for adult education.

• 

  Utah State University

  • Student

    • Jan 2005 - Aug 2007

    Studied Computer Science and Business Management Courses. Earned a Bachelor of Science in Interdesciplinary Studies and graduated Magna Cum Laude.

• 

  InterContinental Hotels Group

  • Greater Salt Lake City Area

  • Reservation Sales Agent

    • Jan 2004 - Jul 2004
    • Greater Salt Lake City Area

    Booked Hotel Rooms

• 

  Gateway

  • Computer Sales and Consulting

    • Sep 1998 - Aug 1999

    Computer System Sales

• 

  Future Shop

  • Greater Salt Lake City Area

  • Sales Associate

    • Jan 1998 - Sep 1998
    • Greater Salt Lake City Area

    Home Office Sales

• 

  America's Choice Financial

  • Greater Salt Lake City Area

  • Management Information Systems Director

    • Nov 1996 - Jan 1998
    • Greater Salt Lake City Area

    Administer Novel Network, Goldmine, QuickBooks, and Microsoft Applications

• 

  Incredible Universe

  • Computer Services Director

    • Nov 1995 - Nov 1996

    Computer Training, Radio Show, and Service Center

• 

  Ultimate Electronics

  • Home Office Sales

    • Nov 1994 - Nov 1995

    Computer Systems and accessory sales.

• 

  FASTtrac International, Inc.

  • Management of Information Systems Director

    • Nov 1992 - Nov 1994

    Managed Novel 3.12 network, Microsoft Office Applications, Telephone System, etc.