GP Strategies

Customer Solutions Manager
February 2024 - Present

• • • Direct a team of 7 (2 supervisors, 3 project managers, 2 training coordinators), coaching supervisors in leadership, documentation, and performance management while strengthening collaboration and efficiency across program support staff.

    • Partner closely with clients to resolve operational inefficiencies, repair strained relationships, and establish trust by aligning services with program needs.

    • Implement process improvements through workshops, root cause analysis, and auditing; created documentation standards and a knowledge base structure that improved efficiency and consistency.

    • Mentor project managers on vendor management, organizational strategies, and creative client solutions; support training coordinators in project execution and specialized reporting.

Norwex USA

Training & Support Administration Manager
January 2022 - September 2023

•      Guided a department of 50+, including nine support coordinators, through a major internal system change and rebrand.

•      Developed and implemented five new processes that streamlined team member responsibilities and improved efficiency.

•      Supported the customization, communication, and rollout of a new CRM across three departments.

•      Contributed to a global council responsible for improving Consultant and Customer experiences and aligning operations across six markets.

•      Applied adult learning methodologies by introducing four new components, including knowledge checks and gamification.

•      Managed a cross-functional team of nine support coordinators.

Training Coordinator
September 2020 - January 2022

•  Designed and delivered more than ten original learning modules.

•  Delivered courses to groups of 50+ employees, virtually and in a classroom setting.

•  Enhanced new hire curriculum and boosted comprehension and clarity by segmenting the material into eight individual modules.

•  Analyzed assessment results to gauge success (marked by averages of 85% and higher) and identify improvement opportunities in training material and methods.

•  Designed three templates across Microsoft Office to better represent branding.

Hilton

Development Coach | Executive Customer Relations  
June 2019 - October 2020

•  Created team member "trading cards” to cultivate connections within a remote team, subsequently adopted by four additional departments.

•  Instituted a process allowing all team members to contribute to customer experience enhancement over a 12-month period.

•  Coached and developed a team of nine Executive Ambassadors managing extremely sensitive, escalated member and guest experience issues.

Development Coach | Help Desk
November 2018 - June 2019

•  Led Help Desk through a major system transition affecting 500+ team members.

•  Created a communication/documentation hub to facilitate knowledge transfer.

Development Coach  | Customer Service
August 2016 - November 2018

•  Coached teams of 40+, challenging perceived limitations of empowerment and reinforcing confidence.

•  Facilitated development for four classes of new Customer Service Specialists.

•  Analyzed, reported, and coached on KPIs on a weekly and monthly basis.

•  Worked closely with HR on team member performance, documentation of performance coaching and corrective action, and FMLA adherence.

Assistant Coach | Member Services
April 2013 - August 2016

•  Collaborated with department leaders across the organization, bridging the knowledge gaps between work types and processes.

•  Provided reporting on productivity and call volumes.

Quality Assurance Specialist
October 2010 - April 2013

•  Analyzed recorded calls and emails for four teams to ensure quality and compliance.

•  Provided feedback on opportunities for analyzed interactions.

Internet Coordinator
May 2007 - October 2010

•  Updated and delivered training curriculum to four training classes.

•  Developed reporting and tracking tool for a team of 15+ website support coordinators.

•  Led training on a new reservation system for five departments.

Customer Service Specialist
March 2007 - May 2007

•  Provided assistance via phone to members with account questions.

•  Validated missing stay credit requests and posted points to accounts.

•  Documented member accounts on each phone call completed.

Reservations Sales Specialist
February 2007 - March 2007

•  Booked reservations and researched hotel information.