Driving Excellence Through

Strategic Innovation

With over 20 years of extensive experience in the industry, I have had the distinct privilege of leading transformative initiatives across various sectors, including contact center operations, travel management, and technology integration. Throughout my professional journey, I have remained focused on one core mission: delivering exceptional and sustainable results through innovative and strategic leadership.

Core Competencies

  • Leadership Excellence

    Led diverse teams of 140+ professionals, delivering exceptional customer experiences and operational efficiency

    Drove 300% revenue increase over four years through strategic sales initiatives and process improvements

    Mentored managers and supervisors on operational strategies, ensuring company growth and profitability

    Improved booking efficiency by 30% through integration of centralized sourcing platform

  • Technical Mastery

    Enterprise Platforms: Expert in Avaya, Genesys, and Cisco Contact Center implementations

    CRM Solutions: Proficient in Salesforce, Microsoft Dynamics, and Zoho

    Analytics: Advanced skills in Power BI, Microsoft Excel, and Google Analytics

    Workforce Management: NICE IEX, Aspect WFM, and capacity planning tools

  • Industry Expertise

    Managed portfolio exceeding $135M in air sales through omni-channel contact center operations

    Achieved 35% growth through referrals by building strong client relationships

    Reduced operational costs by $300K through process optimization

    Decreased average handle time by two minutes through systematic improvements

  • Key Achievements

    Increased business by 200% while managing portfolio of 200 clients in North America Group Air division

    Enhanced customer first-call resolution by 15% through systematic process integration

    Developed and implemented KPIs for outsourced vendors and internal teams

    Created and implemented online booking tool and automated booking processes

Professional Expertise

Tabby cat sitting near a cardboard box on a doormat labeled 'hello' at a doorstep.

Currently serving as General Manager at Metroplex Express Solutions, where I:

  • Streamline operations for 10% improved delivery efficiency

  • Lead market analysis and strategic planning

  • Drive team development and performance excellence

Modern conference room with a long table, chairs, large windows, and a ceiling projector.

Previous roles include leadership positions at:

  • Corporate Travel Management - Director of Event Operations

  • Chewy - Manager, Customer Support

  • Navan - Director, Groups, Meetings & Events

  • American Express Global Business Travel - Senior Manager of Operations

  • BCD Travel - Senior Operations Manager

  • Egencia - Senior Account Manager

  • Expedia - Operations Manager

Education & Development

Bachelor of Arts in Economics from The University of Nevada Las Vegas

Continuous professional development in:

  • Leadership and management best practices

  • Technology and digital transformation

  • Travel industry innovations

  • Customer experience optimization