Customer Experience SME driven by CRM and humanity

Dar Yasseri

901-***-**** ****@********.*** (*) Dar Yasseri, M.S., CHE, CHIA LinkedIn

Professional Summary

Innovative leader with 20+ years of experience in Organizational Development (OD), Organizational Effectiveness (OE), and Customer Experience. Proven ability to design and implement scalable systems that drive operational excellence, enhance team performance, and deliver measurable impact. Expert in leading cross-functional initiatives, optimizing post-sale journeys, and aligning people strategies with business goals in SaaS and hybrid environments.

Core Competencies

Organizational Effectiveness Change Management Strategic Planning Customer Experience Process Optimization CRM Strategy Team Leadership Data-Driven Decision Making SaaS Platforms Journey Mapping Talent Development

Professional Experience

The Spark Group – Founder and Chief Innovation Officer

May 2022 – Mar 2025

- Developed and implemented three hospitality and tourism companies focused on improving business and life outcomes.

- Implemented robust systems that drove sustainable growth and a 192% increase in client revenue.

- Structured operational swim lanes that led two of three segments to profitability.

- Developed investment pro formas for five 4-star hotels and resorts, managing assets up to $185M.

- Established Oklahoma's first commercial hospitality laundry with expansion plans in Q3 2025.

- Integrated streamlined onboarding processes to enhance client satisfaction and retention.

Oklahoma State University - OKC – Vice President, Student Experience

June 2019 – May 2022

- Led cross-functional teams to transform stakeholder engagement and operational continuity.

- Integrated virtual student services for 130+ staff during the pandemic.

- Managed over $3M in scholarships and grants.

- Boosted high school concurrent enrollment by 277%.

- Directed a certification program that created 800 jobs in the entertainment industry.

- Spearheaded an Amazon partnership to develop 15+ applications for higher education.

- Applied data-driven strategies to optimize support processes and service delivery.

Oklahoma State University – Executive in Residence, Hospitality & Tourism

Jan 2014 – May 2019

- Strengthened alumni loyalty and internship placements through engagement programs.

- Integrated the School into the business college to enhance graduate marketability.

- Achieved a 98% post-graduation placement rate.

- Developed and deployed a CRM and digital learning tool scaled across colleges.

- Conducted journey mapping to refine student and stakeholder experiences.

Promus Hotels, Hilton & Hilton Worldwide – Director (Global), L&D, CRM Strategy

Jan 1989 – Jan 2014

- Directed global training and CRM strategy across 9 brands, 3000 hotels, and 12M customers.

- Led initiatives that earned JD Power customer strategy awards for five consecutive years.

- Achieved a 17% increase in customer satisfaction and 15% ROI through operational enhancements.

- Boosted franchising applications by 200% and brand loyalty by 23%.

- Reduced onboarding time by 15% and turnover by 20% through process improvements.

- Created 9M new HHonors accounts and improved engagement metrics by 23%.

Education

University of Memphis – Master of Science, Adult Learning: Training & Development

Oklahoma State University – Bachelor of Science, Hotel & Restaurant Administration

Affiliations & Achievements

- Advisory Board, OSU School of HTM & Spears School of Business

- Harvard Business School Hilton Case Study Partner

- Published white papers, articles, and podcasts

- City Alderman Planning Commission & Zoning Board, Arlington, TN

- Metro Tulsa Lodging Association, Oklahoma Restaurant & Hotel Association Partner

- OSU American Lodging & Hotel Association Faculty Sponsor

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