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Skills

  • First Aid/CPR
  • Relationship development
  • Kitchen equipment operation and maintenance
  • Client engagement and retention
  • Food production management
  • Transportation Logistics
  • Team management
  • Organization
  • High-volume dining
  • Vendor relationship management

Work Experiences

  • Was in charge of the grill, stove, and oven, as well as cleaning all of the equipment after each shift.
  • Collaborated with local communities.
  • Was in charge of the day-to-day activities of 13 employees in framework establishment, fostering an inspiring environment to maximize employee satisfaction.
  • Achieved a 47% reduction in safety incidents by introducing enhanced training protocols for all team members.
  • Devised and implemented effective strategies to improve restaurant performance, streamline food preparation processes, and boost efficiency in a variety of areas.
  • Achieved a 39% reduction in common customer questions.
  • Implemented a metric program and effectively managed employee errors, resulting in a 4% reduction in overall waste.
  • Communicated effectively with diverse groups of international travelers, creating cohesive and enjoyable experiences despite language and cultural barriers.
  • Anticipated and proactively addressed trip logistics in remote and challenging environments, resulting in 58% on-time tour completions.
  • Collaborated with operations.

Summaries

  • Journey Leader with 17 years of successful vendor management and quality assurance experience.
  • Encourages employees to go above and beyond for customers in high-volume settings while maintaining high quality and cost control.
  • Experienced Journey Leader with a track record of building and motivating strong restaurant teams to assist 3 customers on a daily basis.
  • Collaborative problem solver.
  • Maintains a clean and sanitary environment throughout the facility while managing inventory and preventing waste.
  • Great multitasker with method management training and extensive food service experience.
  • Journey Leader has been certified.
  • Achieved optimal results.
  • Built long-lasting client relationships.
  • Within Miscellaneous, senior Journey Leader and outstanding performer in process improvement and risk assessment.

Accomplishments

  • Led coordination of 12 domestic and international tours, consistently achieving or exceeding customer satisfaction ratings of 42%.
  • Introduced a scalable post-tour evaluation system that captured 34% more feedback data, informing continuous improvements to services.
  • Collaborated with marketing and operations teams to create targeted promotions, resulting in a 38% spike in bookings during off-peak seasons.
  • Partnered with external agencies to develop destination partnerships, resulting in a 51% increase in unique service offerings for customers.
  • Reduced tour-related complaints by 64% over 2021 by developing and executing a comprehensive feedback-driven improvement strategy.
  • Mentored and developed a team of 14 journey coordinators, fostering growth and improving team performance by 32% over 2022.
  • Developed a crisis management protocol for international tours, improving response time by 17 hours and gaining a 52% improvement in overall customer safety ratings.
  • Successfully managed a budget of $8 annually, identifying cost savings of 16 while maintaining the high quality of service and customer experience.
  • Spearheaded collaboration with customer success to roll out a customizable tour package, leading to 84% increase in premium bookings.
  • Improved customer satisfaction scores by 40% by integrating feedback to enhance itinerary customization and on-tour experiences.

Affiliations

  • National Association of Social Workers
  • Tourism Cares 2023 Giving Initiative
  • American Society of Travel Advisors (ASTA) Membership
  • International Council of Nurses
  • Hospitality Sales & Marketing Association International (HSMAI)
  • International Air Transport Association (IATA) Member
  • American Marketing Association
  • Certified Specialist of Wine (CSW)
  • Professional Tour Guide Association of Denver
  • Freemason

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Crisis Prevention & Intervention Certification (CPI)
  • Time Management and Productivity Certification
  • International Tour Management Institute Certification (ITMI)
  • Certified Lodging Manager (CLM)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Meeting Professional (CMP)
  • Certified Guest Services Professional (CGSP)
  • Certified Business Analysis Professional (CBAP)
  • Certified Customer Experience Professional (CCEP)

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