Experience

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  Four seasons hotels and resorts

  Jan 1992 - Jan 1996

  Concierge

  *Mastered the art of complete customer experience*Competent in high-level guest interaction*Management's preferred provider for dignitary and celebrity services

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  Star telecommunications

  Jan 1999 - Jan 2000

  Account manager

  *Managed telephony commodity exchange for over 225 countries worldwide*Managed customer provisioning for numerous services*Effectively managed 35 global accounts, high customer satistaction scores achieved

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  Nuera communications

  Jan 2000 - Jan 2004

  Manager, sales & operations

  *Leadership responsibility for vendor mangement organization*Project management for top line efforts and operations process improvements*Vendor management for improved service delivery*Support for sales development workshops for senior technical staff*Responsible for sales & operations scorecard reports to CEO

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  The bank of santa barbara

  Jan 2005 - Jan 2005

  Relationship manager

  *Developed sales & operations strategy and led sales team to start-up bank successfully*Installed joint committees and goverance functions*Responsible for communications and change management with local stakeholders*Developed and installed FDIC training on back-office systems

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  Source-it-security

  Jan 2006 - Jan 2009

  Program manager / consultant

  *Managed Tier 1 vendors and projects with various domestic partners*Handled all aspects of service agreements, marketing and sales promotions*Improved vendor operations and grew company revenue 20% through governance and cost avoidance

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  Sysco

  Nov 2009 - Nov 2013

  Account executive

  *Manages all aspects of product groups and categories for national chain accounts*Manages fleet product distribution and delivery schedules*Communication and change management with vendor/customers on product specifications*Project manager for customer expansions and account development*Responsible for vendor management and contract compliance for national accounts

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  Aaa northern california, nevada & utah

  Oct 2013 - Sept 2014

  *Manage outsourced service providers (contact center, REFM)*Manage governance, negotiations, costs, SLA performance, MSA development, contract change orders*Effectively managed several projects to improve member satisfaction and retention *Project Manager of Sales and Marketing processes*B2B Process Manager*Responsible for managing scope definition and project plans

  • Vendor Management Office

    Jan 2014 - Sept 2014

  • Business Process Consultant

    Oct 2013 - Jan 2014
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  Aaa northern california, nevada & utah

  Oct 2016 - Dec 2019

  • Execute Telecommunications migration of 130 branches to new MSC network• Lead three separate Club integrations onto call center network; MountainWest and Arizona• IT project manager for launch of 8th largest call center in United States in 2015• Delivered BCP/DR project for Executive Team with C-level dashboard• Managed several projects to improve member satisfaction and retention• Skillset includes detailed understanding of artifacts consistent with PMO methodology

  • Director, Project Management Office

    Jun 2019 - Dec 2019

  • Manager, Project Management Office

    May 2017 - Dec 2019

  • Senior Project Manager

    Oct 2016 - Apr 2017
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  A3ventures

  Dec 2019 - Oct 2020

  Director, project management

  A3Ventures is the innovation lab and capital investment arm of AAA Northern California, Nevada & Utah (NCNU).

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  Aaa northern california, nevada & utah

  Jun 2020 - now

  The Director, Organization Readiness and Transformation position performs critical work to ensure that AAA is prepared for significant business disruptors, keeping the wellbeing and productivity and service to our Members top of mind. I monitor and manage internal projects from initiation through completion, specifically pertaining to AAA's readiness for and response to major business disruptions,including, but not limited to: pandemics, weather events, economic events, earthquakes, etc. I lead and/or coordinate project planning, resourcing, staffing, supply and subcontract management, progress reporting, troubleshooting and people management. I ensure project and or preparedness plans’ results meet requirements regarding technical quality, reliability, schedule and cost. Monitorsperformance and recommends schedule changes, cost adjustments or resource additions. Show less

  • Vice President, Enterprise Programs

    Jan 2023 - now

  • Senior Director, Project Management Office

    Oct 2021 - Nov 2023

  • Director Project Management

    Oct 2020 - Nov 2021

  • Director, Organization Readiness and Transformation

    Jun 2020 - Oct 2020