Passionate Team Leader with a robust background in Revenue Management, Customer Success, and Sales Leadership. Known for consistent award winning service with an extensive experience in both the SaaS and hospitality industry. Accomplished in obtaining new clients and maximizing company profits through strategic actions, white-glove customer service and leadership skills.
Skills
Team leadership
Account and Revenue Management
Staff Development/Training
Special Event Coordination
Catering
Sales
RFP Bids
Account Negotiation
High-growth Strategies
Market and Competitive Analysis
Distribution Channel Management
Market Trends Understanding
Experience
New Relic - Customer Success Manager Team Lead Denver, CO, 05/2021 - Current
Coached and mentored new team members to promote productivity, accuracy and white-glove customer service.
Conducted monthly 1:1 individual coaching sessions with the customer success team.
Conducted monthly meetings with department leaders to bring
Scheduled appointments to meet client needs and resolve key concerns, and improve ROI and deliverability on the platform.
Improved morale through leadership coaching, strategy sessions, and organizing team events.
Communicated interdepartmentally to advocate for customer or company needs.
Enhanced designs, product implementations and service transformations by conveying feedback from customers and personal experience.
Proper Hospitality - Associate Portfolio Revenue Manager (Remote) Los Angeles, CA, 09/2019 - 08/2020
Examined accounting systems and records to determine appropriateness of methods and controls.
Managed Revenue Portfolio of 15 hotels Nationwide.
Perform data analysis and strategic consulting and strategy implementation for an assigned portfolio of hotels contracted under the Revenue Management for Hire (RMH) service model.
Investigate and communicate new ways to capture optimal revenue potentials.
Work individually with hotels in area of assignment to implement brand and regional pricing strategies, yield strategies, selling strategies and revenue management best practices.
Provide feedback to Global Brand Services/Revenue Management to ensure hotel needs and revenue-generating improvements are incorporated into system enhancements or best practices.
Mentor hotel management staff to excel in all of these areas. Create and distribute timely strategy call recap(s) for assigned hotel teams on a rotating basis.
Audit Key assigned hotel strategies and tactics to ensure revenue maximization is realized, best practices are utilized, marketing program compliance is enforced and appropriate channel distribution is realized.
Complete tactical system changes in accordance with (RMH) service level agreements and IHG revenue management strategy.
Maintain database of information to assist in identifying trends for the purpose of improving assigned portfolio and individual hotel performance.
Monitor, identify and persuasively communicate needed changes to existing tactical and strategic plans to optimize revenue potential and RGI position.
Consult with key managerial groups and applicable personnel (i.e. Franchisees, Principal Correspondents, General Managers, Hotel Revenue Managers, CMH Operations Teams, etc.) to identify hotel issues/concerns in regards to revenue improvement plans.
Amcor Plc - Director of Sales and Marketing Youngsville, LA, 12/2018 - 08/2019
Increased sales impact and effectiveness, tracking metrics and marketing investments to implement continuous improvements or change management
Held weekly one-on-one meetings to review performance, set goals and provide customized coaching with Sales team
Created and directed sales team training and development programs
Improved profitability by developing pipeline utilizing multiple marketing channels, sales strategies, and proper front desk training
Established sales goals and strategies that contributed to increased growth in sales and profitability
Evaluated employee progress and compliance while identifying areas for additional coaching by monitoring daily performance
Gained new accounts by investigating competitor products, services and trends
Assigned tasks and oversaw banquet employees to ensure compliance with food safety procedures and quality control guidelines, OLCC, and service training
RFP Processes
Gained 130 negotiated corporate accounts in 4 months
The Cliffs Resort - Director of Sales Pismo Beach, CA, 06/2015 - 12/2018
Attended industry and company-specific events.
Respond to all RFP's and inquiries in a timely manner.
Monitored and analyzed market trends and competitive offerings to identify opportunities for segment expansion.
Maintained current knowledge of pricing, products, and services to leverage competitive edge and retain market share.
Maintained a strong understanding of competitors, their offerings and their presence in assigned territory.
Reached out to accounts on a frequent basis to check on satisfaction and increase revenue.
Interacted with prospects by asking appropriate open-ended questions to better understand needs and requirements.
Performed frequent customer visits to maintain positive and productive relationships.
Establish contracts, including pricing structures and service terms.
Identified lucrative business prospects through cold calling, networking, marketing and database leads.
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