Vice President of Servicing and Operations

Debra Wallen

Sorrento, FL ***** 847-***-**** **************@*****.*** linkedin.com/in/debra-wallen

VICE PRESIDENT OPERATIONS & SERVICING

Experienced Vice President in Operations with a record of success in leading a large team by optimizing operations for top-tier companies like American Express and American Airlines. Extensive expertise in operations, business development, leisure and corporate airline sales, marketing, and premium services management in the banking and travel industry.

KEY SKILLS

Account Management Adaptability Aviation Leadership Board Member & Trustee Budget Creation & Management Building Construction Development Business Development Client Communication Coaching & Mentoring Collaborative Mindset Communication Skills Communication Strategies Cross-departmental Communication Cross-functional Collaboration Customer Journey Mapping Customer Relationship Management Customer Satisfaction Customer Service Trends Emotional Intelligence Franchise Owner Human Resource Management Industry Partnerships Issue Resolution KPI Tracking Leadership Development Operational Excellence P&L Analysis and Responsibility People Leadership & Mentoring Presentation Skills Project Management Relationship Building Restaurant Entrepreneur Retention Strategies Strategic Analysis Succession Planning Travel & Lifestyle Services

Wallen LLC Consulting October 2024 – Present

Founder & Principal Consultant

Expertise in business operations, strategic planning, industry dynamics, and delivering tailored solutions to clients.

• Provide clients in travel, hospitality, food & beverage and related sectors with advice on operational strategy, process optimization, and performance improvement.

• Manage cross-functional projects aimed at enhancing efficiency, customer satisfaction, and profitability.

• Design and implement KPIs, scorecards, and change management initiatives to achieve measurable business outcomes.

• Align business goals with strategies for growth by collaborating with senior leadership and stakeholders. Conduct workshops to equip teams with tools to innovate and stay competitive. Assess market trends and technologies to help clients maintain industry leadership.

American Express November 2020 – September 2024

Centurion Lounges & Card Servicing

Vice President of Lounge Operations & Servicing,

Led and directed the operations team & in-lounge customer experience for 17 Centurion Lounges with responsibility for over 1600 union and nonunion work colleagues.

• Optimized operations & servicing strategy for 23% increase in efficiency of lounge network & technology servicing platform.

• Developed scorecards and KPIs that prompted a 19% increase in lounge network servicing productivity

and deliverables.

• Increased efficiency by 35% by leading relationships with ten key internal stakeholders to manage procurement & real-estate processes related to new lounge builds, expansions, and refurbishments.

• Collaborated with lounge product & strategy to increase customer satisfaction scores by 12% through the implementation of new amenities and services in the Centurion Lounge network.

• Established key relationships with five key food and beverage operators and over twenty key partners with operating budgets of more than $250 million and ongoing P&L responsibility.

• Collaborated with key partners and renown chef to open exclusive private restaurant in NY for top tier cardmembers and managed budgets, P & L and experience, along with team leadership.

Director of Operations, Centurion Lounges, July 2012 – November 2020

Operated 15 Centurion Proprietary Lounges within the American Express Network.

• Overall Customer Satisfaction scores of 85% with continued growth.

• Managed operational oversight of 4 F&B operators leading to a 16% reduction in operating costs.

• Implemented customer experience initiatives leading to a 20% growth in customer satisfaction scores.

• Vendor management and contract negotiations with an operational budget well over $130M.

• Led a large team of over 130 American Express employees and indirectly over 1350 food and beverage operator employees.

• Actively focused on design of new lounge builds through the eyes of our cardmembers and operations.

ADDITIONAL RELEVANT EXPERIENCE

American Airlines, Chicago, IL

Regional Manager, Premium Services July 2003-July 2012

Operation Management of 2 Private Admirals Clubs, a Conference/Meeting Center, Concierge Key meet and greet program.

• Spearheaded training initiatives for lounge staff, resulting in a 26% improvement in service delivery metrics.

• Budget and P&L responsibility with average revenue operating margins of 39%.

• Developed and managed over 100+ employees across various departments and roles.

• Led one of the most profitable clubs in the American system.

• Negotiated contracts with six new vendors, resulting in 8% cost savings over previous agreements.

• Budget responsibility of four different branches of $18 million in revenue and $10 million in expenses.

American Airlines, Virtual

Western Regional Manager, Premium Services April 2001 – July 2003

Ensured the profitability with oversight of fourteen Admirals Clubs (with 100+ employees) by implementing revenue-generating/cost-cutting measures through the engagement of employees.

• Annual budget of $15 million in revenue and $8.5 million in expenses with full P & L responsibility.

• Implemented rotating food and beverage menus to uplift guest experience.

American Airlines, Chicago, IL

District Sales Manager, Passenger Sales June 1997 - April 2001

Manager Sales Promotion, Passenger Sales August 1995 – June 1997

Area and National Account Sales Manager June 1990 – August 1995

Oversight of the overall sales/service strategy & business development for airline revenue by driving key initiatives with a team of 15 sales Representatives.

• Successful in growth of AA market share in Chicagoland area, generating over $375 million in American revenue leading half of the overall sales team.

• Developed, negotiated & implemented sales programs that increased revenue and brand awareness over the competition for financial gains.

• Expanded the commercial sales market while working in tandem with travel agencies and corporate business accounts.

EDUCATION

Bachelor of Arts BA, Major Concentration-Business Administration /Management/Marketing

DePaul University

BOARD MEMBERSHIPS

Saint Viator High School

September 2015-June 2021

Frank Thomas

2 years: 1998-2000

Cystic Fibrosis

2 years: 2000-2002

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