Irene Roberts

Experience

• 

  Super 8 Motels, Inc

  Jan 1986 - Nov 1986

  Operations Supervisor

  Daily Supervision of up to 20 reservation sales agents for Super 8 Motels, Inc*Supervised the daily operation and personnel of the Super 8 reservation center*Developed employees through daily coaching and weekly 1:1 meetings*Created schedules for the agents on a monthly basis*Interviewed and hired employees.*Served as Group Sales agent and Customer Care support as needed

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  Wyndham Hotel Group

  Nov 1986 - Jan 2017

  Managed the operations of 4 vendors sites, domestic and international*Direct, develop, oversee and assess total job performance of the outsource vendors for Wyndham Hotel Group*Achieve operational goals within budget while ensuring customer and business needs are met through the development and/or utilization of effective tools/methods that enhance the outsourcers' performance.*Maintain key relationships. Support the Resources Planning and Management team to assure staffing levels are appropriate to meet both the business needs and the needs of the calling customers.*Partner with the training team to assure the information that is being trained is sufficient to assure success. Developed incentive program with transfer partners.*Perform site visits to maintain strong relationships. Show less Daily management of operations in a contact center of 50+agents*Achieved operational goals within budget while ensuring customer and business needs were met*Developed and managed customer service quality forms, absenteeism, variable costs per call and Associate Survey results*Collaborated with operations in 2 centers and provided support to departments (IT, HR, Training, Telecom, Marketing, etc) in multiple locations to analyze and achieve effective service levels, staffing levels, budgets, expenses and customer service payouts.*Partnered with the Marketing team to assure that promotions, program changes and enhancements that impacted Wyndham Rewards members and agents were clearly articulated. *Actively participated in Quality Assurance for system enhancements to assure the system is working as designed*Led the 3 centers in establishing priority for the defect and ehancement lists for system issues Show less

  • Operations Manager, 3rd Party Vendors

    May 2015 - Jan 2017

  • Operations Manager, Wyndham Rewards

    Nov 1986 - May 2015
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  Aspen Dental

  Feb 2017 - Sept 2017

  Office Manager

  Lead the team that provides business support and administrative services to the contacted dental practice.Partner with the dentist to create a treatment plan that meets the needs of new patients.Consult with all new patients to provide insurance coverage estimates, estimated costs and financing options. Schedule appointments once treatment plans are established.

• 

  My Place Hotels of America

  Nov 2017 - now

  VP of Brand Loyalty

  Developed and launched a loyalty program for My Place Hotels of America.*Created training materials for hotels and in-house staff*Created various internal and external promotions to grow the programLead the Guest Relations team for My Place Hotels of America.*Ensure all guest relations cases received at he corporate offices are resolved within guidelines*Identify any trends in guest relations cases being opened and make recommendations for enhanced training.