I have 20 years with the company, bringing experience in Club & Owner Service operations, managing rules and program change implementation. Highly dedicated to continuous process improvement in the face of a rapidly evolving and changing industry. Extremely results-oriented and proactive in addressing and resolving problems. Experienced business analyst with excellent client and project management skills.
Wyndham Vacation OwnershipRedmond, WADirector01/2013 to Current
Working directly with Club Management Leaders to achieve goals in servicing and educating our Owners about their program, rules and benefits.
Partnered successfully with Product Development, Inventory Management and Brand teams to on board new resorts and inventory offerings.
Managing external and internal communications strategies for company initiatives such as Wyndham Club Pass and TravelShare programs.
Providing ongoing Club education to Owners and internal business partners ensuring awareness of product and benefits offered by WorldMark, The Club.
Wyndham Vacation OwnershipRedmond, WAManager01/2005 to 01/2013
Strategic and Process Improvement
Translated business goals, feature concepts and customer needs into prioritized product requirements and use cases.
Managed business meetings, on-site or virtually working with IT to develop system enhancements through to implementation.
Led communication with stakeholders regarding product goals and progress made.
Managed a team of Business Application Specialists responsible for testing and implementing new technology-based projects such as Voyager and ongoing maintenance/enhancements in the reservation and inventory systems.
Wyndham Vacation OwnershipRedmond, WAManager01/1997 to 01/2005
Managing IT liaison, product support and administration for the WorldMark Vacation Planning Center.
Supporting the Operations Director with performance reporting and procedures in need of enhancement or development.
Managed a team of 6, responsible for reservation payment processing, account auditing and the waitlist inbound/outbound services.
Managed a team of 2, responsible for facilitating new hire training and providing each class with the necessary learning to fulfill their daily duties in the role of Vacation Counselors.
Education and Training
Associate Degree1994Brooks College, Long Beach, CAFashion Merchandise
Scrum Agile; Product Owner Training
Toastmasters; Lynnwood Chapter
Bothell Football Booster Club; Vice President