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Skills

  • Vendor relationship management
  • Purchasing and planning
  • MS Office
  • Communications
  • Client Experience Improvement
  • Budget oversight and cost optimization
  • Trend forecasting
  • Team management
  • Cross-functional team management
  • Schedule management

Work Experiences

  • Developed effective 13 month business plans to help strategic decision-makers focus on achieving long-term goals.
  • Achieved Employee of the Year recognition.
  • Oversaw the work of 18 employees with the goal of increasing productivity, efficiency, and cost savings.
  • Oversaw the performance and productivity of 13 employees while supervising and leading 18 department managers.
  • 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.
  • Conducted one year staff evaluations and made any necessary promotions, realignments, or force reductions.
  • Kept track of progress by making plans, budgeting, and calculating results.
  • Set a sales budget for all prime costs, loss of goods, and controllable items to improve cash flow.
  • Was able to secure a contract with method vendor to supply all initiative materials and services at a reasonable price.

Summaries

  • Polished and poised, with a strong desire to succeed.
  • Dedicated leader with 11 years of business planning and oversight experience.
  • Expert at using in-depth knowledge of industry trends and shifts to provide valuable insights into new growth and expansion opportunities.
  • Director of Tour Operations and team leader with 14 years of experience in initiative settings.
  • Director of Tour Operations with team leadership and data analysis abilities.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • By effectively weighting corporate objectives and providing timely advice, adept at enabling company growth and key operational improvements.
  • Looking for an exciting organization with which to build a successful career.
  • Strategic thinker with expertise in client relations.
  • Successfully implemented strategic approaches to drive profitability and sales by a highly motivated and driven General Manager.

Accomplishments

  • 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.
  • Cut operational errors by 32% by introducing a standardized checklist system for pre-tour preparation and post-tour review.
  • Increased operational flexibility by introducing an online self-booking tool, reducing dependency on manual bookings by 73%.
  • Piloted a seasonal staffing model, reducing off-season labor costs by 59% and optimizing talent use during peak periods.
  • Secured partnerships with key stakeholders in the Pacific Northwest, adding 18 new exclusive venues to the tour portfolio and increasing year-over-year growth by 85%
  • Unified company’s disparate tour locations into a singular centralized booking system, improving cross-location coordination and increasing combined tour sales by 45%.
  • Developed a data-driven feedback loop to incorporate guest reviews into operational improvements, achieving a 80% rise in positive guest feedback.
  • Led the creation of safety protocols that reduced incident reports by 22%, ensuring compliance with industry standards.
  • Increased repeat customer retention by 26% by developing and launching a comprehensive loyalty program that strategically exceeded engagement metrics.
  • Led a multi-location tour restructuring process, successfully consolidating 18 locations into 11, achieving operational savings of 70%.

Affiliations

  • Member, International Tour Management Institute (ITMI), initiative
  • Delegate, International Cruise and Travel Excellence Summit (ICTES), 2020
  • Certified Tourism Operator (CTO) by metric, category
  • Member, National Tour Association (NTA), 2021-Present
  • Mentor, Travel Entrepreneurship Program, framework
  • Board Member, Regional Convention and Visitors Bureau, Boston, process
  • Participant, Tourism Leadership and Development Program, system, 2021
  • Member, European Tour Operators Association (ETOA), framework
  • Member, Travel and Tourism Education Council (TTEC), the Southwest, category
  • Participant, Hospitality Leadership Program by method, 2016

Certifications

  • American Academy of Financial Management (AAFM)
  • Vendor Relationship Management Professional (VRMP) - Lakeside Partners
  • Certified Destination Marketing Executive (CDME) - Destination Marketing Association International (DMAI)
  • SHRM Certified Professional (SHRM-CP)
  • Sports Travel Management Certificate - standard
  • Microsoft Office Specialist (MOS)
  • SAP Certified Application Associate
  • Travel Risk Management Certification - Ironclad Systems
  • Google Certified Professional Cloud Architect
  • CompTIA Network+

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