Experience

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  Mccabe world travel

  Oct 2008 - May 2009

  Vip travel experience manager

  Provided high-touch travel coordination for VIP clients, managing end-to-end journeys with a focus on precision, personalization, and seamless execution. Worked behind the scenes to streamline logistics and ensure every detail was flawlessly managed from start to finish.▪ Served as a trusted advisor to high-net-worth clients, offering expert guidance on global destinations and crafting personalized travel experiences that consistently exceeded expectations.▪ Managed every detail of complex domestic and international itineraries—including flights, luxury accommodations, and ground transportation—with a focus on precision, discretion, and seamless execution.▪ Leveraged advanced research capabilities and global vendor networks to curate bespoke itineraries aligned with each client’s unique lifestyle, preferences, and past travel history.▪ Ensured flawless delivery through proactive planning, meticulous attention to detail, and a relentless commitment to service excellence—earning repeat business and long-term client loyalty. Show less

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  Barton g.

  Apr 2011 - Sept 2012

  Front office operations manager

  Supported executive operations at the corporate level for a top-tier hospitality group behind acclaimed restaurants and high-profile events. Helped implement and refine front-of-house service standards across venues, working closely with teams to optimize workflows, enhance consistency, and ensure every guest experience met the highest expectations of luxury hospitality.▪ Re-engineered front office workflows and reservation systems across all venues, cutting down bottlenecks and improving guest flow during peak hours.▪ Introduced a centralized reservation platform integrated with real-time feedback loops—streamlining communication between front-of-house and kitchen teams, leading to a notable rise in customer satisfaction ratings.▪ Designed and led a comprehensive onboarding and training program for new staff—instilling brand standards and SOP adherence from day one, reducing new-hire ramp-up time.▪ Collaborated with senior leadership to identify and address service gaps through data analysis, implementing improvements that directly enhanced operational fluidity and guest experience. Show less

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  Ten lifestyle group

  Sept 2012 - Jan 2017

  Client experience team lead

  Played a key leadership role in corporate concierge operations for marquee clients including American Express, Barclays, and Citibank, supporting high-value members and executives with bespoke, high-touch service solutions. Helped build and guide high-performing teams, contributed to the successful launch of new regional offices, and upheld exceptional service standards through collaboration, initiative, and attention to detail.▪ Spearheaded the launch of new concierge hubs in Singapore and Hong Kong—recruiting, training, and aligning teams to global standards, resulting in seamless service expansion across APAC.▪ Developed and implemented workflow enhancements that significantly cut average response times and boosted service satisfaction scores across multiple Fortune 500 accounts.▪ Championed a proactive client success model—building lasting relationships with top-tier partners and consistently delivering personalized, high-impact solutions that drove engagement and retention.▪ Elevated team performance through rigorous QA frameworks, 1:1 coaching, and performance reviews—achieving consistent service excellence and operational consistency across the department.▪ As a Corporate Lifestyle Manager, set a benchmark for productivity by independently fulfilling 2,500+ complex, high-value requests annually—ranging from global travel planning to luxury event access. Show less

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  Quintessentially

  Oct 2017 - now

  U.s. director of client success and service operations

  Led U.S. operations for a multimillion-dollar portfolio of UHNW clients and global corporate partners, managing a cross-regional team of 19 across the U.S., Mexico, and Sri Lanka. Oversaw all aspects of client success, service delivery, and strategic operations—improving retention, deepening engagement, and fostering a culture of excellence. Focused on building strong teams, streamlining processes, and using data to elevate service quality at every touchpoint.▪ Drove a 30% increase in client retention, raising renewal rates to an all-time high of 82.6% by redesigning lifecycle engagement strategy and implementing Salesforce-powered usage tracking.▪ Built and led a high-performing global team of 19, spanning the U.S., Mexico, and Sri Lanka—implementing rigorous SOPs, onboarding, and coaching programs that cut turnover to just 10% over four years.▪ Elevated client satisfaction scores to a global record 92%, by launching a QA framework and real-time feedback loop that standardized service excellence across all markets.▪ Doubled client request volume without headcount increases, streamlining workflows and automating intake systems—enhancing efficiency, turnaround time, and team bandwidth.▪ Played an integral role in the launch of a new digital concierge platform, co-leading UX flow mapping, content strategy, and rollout planning—boosting platform engagement and reducing client response times.▪ Secured exclusive partner benefits and volume-based pricing, negotiating with global suppliers to deepen value for members while improving service margins and loyalty.▪ Owned full-cycle recruitment and performance management, hiring and developing top-tier client success talent to scale delivery while preserving premium standard. Show less