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Skills

  • RFI Scanners
  • Schedule management
  • Invoice generation
  • Public speaking and presentations
  • MS Office
  • Inventory management
  • Purchasing and planning
  • Client Experience Improvement
  • Booking system optimization
  • Supervision and training

Work Experiences

  • Reduced operational risk by compiling performance, financial, headcount, and AUM data in order to forecast future trends.
  • Oversaw the work of 18 employees with the goal of increasing productivity, efficiency, and cost savings.
  • Attended networking events to build community ties, business relationships, and industry connections.
  • Conducted one year staff evaluations and made any necessary promotions, realignments, or force reductions.
  • Set departmental performance goals, set sales team timeline targets, and trained new employees.
  • Oversaw a successful turnaround that resulted in the elimination of over $3 in debt in 6 months.
  • Assisted with HR operations such as strategic workforce planning, performance management, staffing, and benefit administration.
  • Devised and implemented effective sales strategies that resulted in the team's monthly sales goals for Salesforce being exceeded.
  • Determined the client's business and operational needs and introduced services to meet those needs.
  • Created reports that included project information and forecasts.

Summaries

  • Decisive leader with a track record of setting and achieving lofty goals, high quality standards, and method and framework.
  • Dedicated leader with 11 years of business planning and oversight experience.
  • Communicative and team-oriented, with Adobe Creative Suite expertise.
  • Risk assessment in initiative settings and risk assessment in process improvement settings.
  • Director of Tour Operations with extensive experience in data analysis and project management.
  • Proven track record of developing and implementing targeted business operations plans, as well as overseeing initiative aspects that result in metric.
  • Proven track record of motivating spearheaded to achieve team, individual, and management goals.
  • Strong technical skills and experience in performance reporting.
  • HubSpot and Workday experts with exceptional interpersonal skills.
  • Proficient in promoting standard by leveraging performance reporting and workflow optimization knowledge.

Accomplishments

  • Reduced complaint response times by 35% through enhanced customer service training and the implementation of triage escalation procedures.
  • Introduced a dynamic pricing model that maximized attendance during off-peak seasons, increasing revenues by 15%.
  • Generated an 27% increase in total bookings by launching targeted marketing campaigns and offering exclusive discounts to loyal customers.
  • Led a cross-functional team initiative that resulted in the development of a mobile app, improving customer engagement pre- and post-tour by 72% points.
  • Collaborated with the executive team to design and introduce framework tours, leading to an additional $2 in revenue by 2016.
  • Conducted in-depth competitor analysis, identifying market gaps and introducing innovative tour experiences that boosted revenue by $15.
  • Supervised a team of 12 tour guides, ensuring they adhered to company standards and maintained exceptional service quality.
  • Redesigned onboarding protocols for new employees, which reduced time-to-productivity by 5 days and improved employee satisfaction by 26%.
  • Handled annual budgeting for the tour division, achieving a 62% reduction in unnecessary expenses and reallocating resources towards growth initiatives.
  • Increased repeat customer retention by 26% by developing and launching a comprehensive loyalty program that strategically exceeded engagement metrics.

Affiliations

  • Participant, Certified Professional in Catering and Events Certification Program, 2024
  • Member, National Tour Association (NTA), 2021-Present
  • Founding Member, Sustainable Travel Alliance for the Pacific Northwest, program
  • Golden Gloves Certified Tour Manager, American Tour Guide Association, 2021
  • Member, European Tour Operators Association (ETOA), framework
  • Member, Society for Incentive Travel Excellence (SITE), 2015-Present
  • Certified Tour Logistics Coordinator, program, 2024
  • Participant, procedure Advanced Tour Operations Management Program, 2023
  • Delegate, International Cruise and Travel Excellence Summit (ICTES), 2020
  • Speaker, Global Tourism Business Conference, 2020

Certifications

  • Project Management Professional (PMP) - Project Management Institute
  • Vendor Relationship Management Professional (VRMP) - Lakeside Partners
  • Certified Destination Marketing Executive (CDME) - Destination Marketing Association International (DMAI)
  • American Academy of Financial Management (AAFM)
  • Certified Public Accountant (CPA)
  • Certified Cruise Counselor (CCC) – Cruise Lines International Association (CLIA)
  • Association for Project Management (APM)
  • Microsoft Certified Systems Engineer (MCSE)
  • Post-Crisis Tourism Management Certificate - Harbor & Co.
  • Supplier Management for Tour Operators Certification - Beacon Labs

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