Experience

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  Ralphs grocery company

  Nov 2003 - May 2004

  Bookeeper

  Recording financial transactions: You would be responsible for accurately recording all financial transactions, such as sales, purchases, expenses, and payments, into the company's accounting system. This includes maintaining supporting documentation and ensuring proper classification and coding of transactions.Generating financial reports: Prepare financial statements, such as balance sheets, income statements, and cash flow statements, to provide management with accurate and timely financial information. These reports are crucial for monitoring the company's financial performance, identifying trends, and making informed business decisions.Ensuring compliance: Adhering to applicable financial regulations and compliance requirements is essential. As a bookkeeper, you would ensure accurate and timely filing of tax returns, manage payroll-related tasks, and stay updated on relevant laws and regulations. Show less

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  Starwood hotels & resorts worldwide, inc.

  Jan 2011 - Jun 2013

  In this capacity, my primary responsibility encompassed overseeing a team of 20 highly skilled colleagues dedicated to our esteemed elite and luxury desk. This multifaceted role entailed a range of essential duties, including but not limited to:Managing the account activity of our most esteemed loyal guests, ensuring their needs and preferences were meticulously attended to.Facilitating comprehensive travel arrangements, as well as coordinating exclusive dinner and event reservations for VIP clientele.Handling and resolving any customer complaints directed to our desk, which involved conducting thorough investigations and collaborating with various teams to reach satisfactory resolutions for our esteemed guests.Collaborating closely with senior leadership on escalated complaints to uphold guest satisfaction and preserve the esteemed reputation of our organization.Spearheading the implementation of new email technology across five contact centers, successfully training over 100 colleagues to enhance our capacity to deliver exceptional guest support.Upholding and enhancing call center operations by proactively monitoring system performance, swiftly addressing any guest or associate concerns, and formulating and executing action plans to improve key performance indicators (KPIs). Show less In this role, I assumed the responsibility of conducting comprehensive training sessions for newly established hotel properties, covering all facets of the Loyalty program. These training sessions encompassed a wide spectrum of hotel associates, ranging from personnel in the back of the hotel to individuals in hotel management, including general managers.Following the completion of the training program, I diligently monitored the performance of each hotel with regard to Loyalty objectives. This involved conducting meticulous analysis of reports and extracting relevant data. The findings and insights gathered were then shared with Loyalty Senior Leadership as well as Property Management, enabling informed decision-making and strategic actions to optimize loyalty program effectiveness at the property level. Show less

  • Supervisor

    Jan 2006 - Jun 2013

  • Loyalty Property Trainer

    Jan 2011 - Jan 2013
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  Starwood hotels & resorts worldwide, inc./ marriott international

  Jun 2012 - Jan 2021

  Senior operations manager

  Managed a team of over 200 managers and associates, both in-house and remote, with a focus on day-to-day operations.Provided effective guidance and leadership, setting goals, and developing the skills of team members.Facilitated contact center planning and budgeting for over 400 associates and managers.Proficient in project management methodologies, consistently driving top-level performance and successful implementation.Collaborated on an associate career path initiative, consolidating business units and service channels to create a diverse talent pool aligned with changing customer behavior. Show less

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  Starwood hotels & resorts worldwide, inc.

  May 2017 - Jan 2018

  Interim contact center director

  Led a multi-channel Customer Contact Center (CCC) with a $10M annual budget and 4M calls, including Reservation Sales and support for the SPG loyalty program.Achieved significant improvement in center performance, recognized as the Best Achieving Center in NAD for 2016 and maintained high performance for 6 of 8 months in 2017.Implemented processes for continuous improvement of customer experience.