Paula Henry, M.S.

Experience

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  The Lampshade Lady

  Mar 1990 - May 1997

  Owner/Designer/Operator

  Owner/operator/designer of a lamp store specializing in restoring antique lamps and designing custom hand-made fabric lamp shades. This start-up business initially served the local Grand Haven, Michigan area. By utilizing customer relationship management skills, the business grew to serve regular clients in Michigan, Ohio, Indiana, Illinois, and Wisconsin within four years.

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  Condotrust Inc

  Aug 1997 - Dec 2000

  General Manager

  •Designed and implemented a proprietary Customer Relationship Management (CRM) system resulting in a 30% increase in reservation agent performance and 10% increase in upgrades.•Managed and stayed within $30,000 department budget•Built and managed a team of twelve customer service and reservation agents

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  CondoTrust, Inc.

  Jan 2001 - Nov 2006

  Operations Manager

  •Trained 200+ domestic and international clients to use CondoTrust proprietary software.•Oversaw the launch, integration, and training of a new reservation/accounting system in all internal departments.•Effectively collaborated with IT and Finance teams in the development of a proprietary reservation/accounting system and consistently met project deadlines.•Grew contractual relationships through networking and international conferences by 6-9% annually.

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  Words of Peace - Orlando

  Jan 2005 - Dec 2015

  Event Manager

  Volunteer event manager for a not-for-profit organization that provides educational video programs on the topics of Peace, Appreciation, Inner Strength, Self-Awareness, Clarity, Understanding, Dignity, Choice, Hope, and Contentment.Additionally, I have served as a volunteer event manager or event registration coordinator for various events in Florida. These events have ranged in size between 50 - 2100 attendees. This role included:Venue selectionHotel room and catering negotiationsOnsite registrationEvent set-upCommunication with contracted service operatorsVIP accommodations Show less

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  Starwood Vacation Ownership

  Dec 2006 - Oct 2009

  Executive Assistant to the Chief Financial Officer

  • Utilized travel expertise which allowed more travel while keeping under budget for 3 years• Developed, organized, and executed departmental team-building events• Completed project preparation for the executive committee and BOD

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  Dinner With Rosemary

  Jan 2010 - Jul 2013

  Owner/Chef

  • Chef, created recipes and prepared food• Designed menus and marketing materials• Specialized in vegetarian and special-needs customized meals• Designed custom cakes, desserts, and gift baskets• Catered special occasions and customized meals• Calculated food and labor costs

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  Starwood Vacation Ownership

  Jun 2012 - Jun 2015

  Elite Special Services Counselor

  •Developed and authored Resort Sales & Revenue Management Reservation Agent manual•Consistently exceeded key performance indicators (KPI) within established departmental and individual service levels. •Consistently exceeded key performance indicators (KPI) for interactions with customers and data entry functions that ensured interactions were properly documented within CRM systems. •Effectively managed company assigned leads and in-coming customer requests to reserve vacation packages in accordance with performance standards. •Performed with a high energy, positive attitude, with effective presentation and closing skills.•Established rapport with owners that encouraged ongoing relationships and harvested lead opportunities.•Represented all Starwood properties with knowledge and brand voice. Show less

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  UCF Rosen College of Hospitality Management

  Aug 2014 - May 2015

  Graduate Teaching Assistant

  Hospitality Risk Management undergraduate classesEvent Promotion undergraduate classes

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  University of Science and Technology Beijing

  Jun 2015 - Jul 2015

  Visiting Teaching Consultant

  As a visiting teaching consultant, I taught three weeks of classes, five days a week with a morning lecture and seminar and an afternoon workshop. Teaching was facilitated through a combination of large group and small group cooperation (Teaching Teams and Lecture Groups) with Chinese coordinators, and Student Teaching Assistants from the various departments of the University of Science and Technology Beijing (USTB).First started in 2012, USTB’s Summer Language and Culture Exchange Program has continued to grow with each passing year. Originally starting with 200 students and 10 foreign teachers, it has now grown to include over 1500 students and 50 foreign teaching experts. Students and teachers work closely together over a period of three weeks, teaching, learning and exchanging their cultures, values and ideas. Additionally, during this trip I got to experience various cultural landmarks, among them were The Great Wall of China, Tiananmen Square, the Forbidden City, the Summer Palace, the Beijing Opera, a Chinese acrobat show, ancient instrument music lessons, and Bei Hai park. A side trip to Xi'an, where the Silk Road started, provided more adventures at the Xi'an City Gate, the Muslim Quarter, and the 8th Wonder of the World - Mausoleum of the first Qin Emperor and display of Terracotta Soldiers exhibit The students were exemplary and I am glad to have been invited as a visiting teaching consultant at USTB. It was as much of a cultural education for me as it was for the students. Show less

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  University of Central Florida

  Aug 2015 - Dec 2015

  Adjunct Instructor - Rosen College of Hospitality, Department of Tourism, Events & Attractions

  Developed a distributed learning (online) course syllabus, course learning objectives, and goals. This course provided an understanding of the foundations, applications and selection of strategies used by industry managers to overcome risk, crisis, and liability issues that may arise in the planning and management of special events, meetings,conventions, and exhibitions. Asynchronous teaching required the development of student-centered interactive instruction including learning management systems, interactive exercises, and online tools used to facilitate collaboration and learningCourse:HFT 3670 Hospitality Event Risk Management This online course is designed for undergraduate students in hospitality and tourism management to explore the principles of hospitality and event risk management. The course provides an understanding of the foundations, applications and selection of strategies used by industry managers to overcome risk, crisis, and liability issues that may arise in the planning and management of special events, meetings, conventions, and exhibitions. Show less

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  Drury Hotels

  Jan 2016 - Dec 2017

  Assistant General Manager

  My responsibilities included, but were not limited to, the following:- Managed the Hotel in the absence of the General Manager- Assisted with managing all operations of the hotel.- Assisted with developing and achieving operating budgets- Managed, trained, coached the food and beverage team- Responsible for budgeting, purchasing and inventory of food and alcohol- Supervised, trained, coached, and motivated team members in all departments- Generated sales leads- Interviewed applicants and completed new hire processes- Initiated and implemented attendance program - Insured company standards were met and QA inspections were passed - Responded to guest surveys to ensure 100% guest satisfaction Show less

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  Wilkins Solutions Enterprises

  Nov 2017 - now

  Procurement Advisor

  As a single point of contact for all your amenity needs I provide consulting, design, equipment choice, installation, logistics, preventative maintenance and remedial services while offering pricing that helps keep you within or under budget!

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  YMCA of Central Florida

  Jun 2018 - now

  Board Member- Annual Support Committee

  I believe in the mission of the YMCA and the Osceola County YMCA (CFYMCA) is near and dear to my heart. I have been going there for many years and watched it grow!Currently, I am on the Annual Support Fund team to help get donations to support their on-going programs and much needed scholarships for 2018. Many Hurricane Maria evacuees from Puerto Rico came to Osceola County for refuge. CFYMCA has extended it's arms and opened its doors to help these new residents. Programs such as Learning without Hunger, free swim lessons, free after school programs, and Teen Achievers provide support for the community while improving quality of life. Show less

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  A.S.A.P. Courier Services

  Nov 2018 - now

  Director Of Business Development