Customer Service Management

One important key to success is self confidence. An important key to self confidence is preparation. Arthur Ashe

20+ years of diversified project management, event and meeting planning experience for a wide variety of clients and industries, with a focus on high-tech and financial corporations. Developed and produced corporate events from 50 to 5,000 persons including sales incentive trips, user conferences, and sales meetings.

INDUSTRY KNOWLEDGE, SKILLS AND SERVICES

Dynamic leader and effective communicator, skilled in managing simultaneous projects, building positive relationships with multiple stakeholders and adept at working with collaborative, cross-functional teams to deliver excellent quality results, on time, on message and within budget.

Functions and representative examples of industry knowledge and skills include:

• Meeting & Event Planning, from inception to implementation

• Event Marketing

• Program Management

• Destination, Hotel and DMC Selection

• Hotel/DMC/Vendor Contracting

• Site Inspections

• Contract and Manage Travel Staff

• On-Site Program Management

• Destination Knowledge

• Costing & Planning / Budget Development

• Group Travel Planning and Operations

PROFESSIONAL WORK EXPERIENCE

Out & Equal Workplace Advocates, San Francisco, CA

Director of Events & Content Delivery

• Design and deliver events that meet the programmatic and quality goals of Out & Equal, ensuring memorable experiences for event participants, sponsors, vendor partners, volunteers, board members and staff.

• Oversee the design, implementation and maintenance of non-event platforms for delivering Out & Equal programmatic content in a way that is accessible, cost-effective, and consistent with the organization’s mission, policies and standards.

• Ensure that events and content delivery strategies and plans are aligned with the organization’s strategic and financial objectives in collaboration with Out & Equal executive management and consultants/vendors.

• Maintain strong internal and external communications with all event stakeholders

• Supervise Out & Equal Events staff and interns

• Develop an evaluation framework to assess the strengths of events and content delivery mechanisms to identify areas for improvement.

• Develop long term event strategy that demonstrates continued evolution of key events like the annual Summit and Executive Forum and leverages multiyear opportunities to manage expenses.

MEETING EXCELLENCE, SACRAMENTO, CA

Director of Events and Marketing

• Created and managed a full-service event management firm

• Secured and managed all corporate and non-profit accounts for firm

• Developed all program budgets

• Contracted all sub-contractor

• Participate in client meetings

• Program Management which included creating and managing all timelines

• Site Inspection

• Manage registration database

• Create and monitor event specifications

• Coordinate the design and production of all pre-trip materials and program collateral, including design, look and feel and other related elements of each project’s web sites

• Create “Letter of Agreement” and “Schedule of Payments” including final billing and reconciliations

• Lead contact on-site

• Attend all client meetings pre and post program

ARISE MAGAZINE, OAKLAND, CA

Director of Marketing

• Founder and Marketing Director for a national monthly periodical

• Establish and maintain the marketing direction of the publication

• Direct and mange a staff of 5, and a independent consultant base of twenty-three

• Maintain communication with international & domestic human rights organizations

• Manage contracts and build strategic alliances that foster communication among disparate groups.

• Responsible for budget and fiscal management

• Responsible for weekly, monthly sales reports

• Oversee and conduct training for new employee hire

THE MEETING ARCHITECTS, SAN FRANCISCO, CA

Director of Reservations

• Developed and implemented a reservation system for a large meeting and incentive company

• Supervise a reservation staff of seven

• Responsible for hotel contract negotiations

• Established and managed all registration data

• Responsible for weekly, monthly and program ending sales reports

• Responsible for budget and fiscal management

• Oversee and conduct training for new employee hire

• Served in Executive Management capacity

GROUP TRAVEL, MEETINGS AND EVENTS PROJECT MANAGEMENT EXPERIENCE

• Research and present destination recommendations that fit group demographics & budget

• Plan and conduct site inspections and destination selection trips with clients to world-wide locations

• Creating and managing the overall program budget

• Prepare and implement all operational details with client/hotels/venues/suppliers

• Overall Operations Manager on-site during group programs, overseeing on-site staff and all vendors of program operations.

• Customer Service Teams, Creative Services, Web Site developers, Travel Staff Manager and on-site personnel

• Full accountability for planning and on-site management of international and domestic incentive travel programs and meetings, successfully and within budget. Responsibilities include acting as direct liaison with hotels, ground operators and other suppliers, planning and on-site management of all program details including mailings. transportation, banquets, hotels, tours, off-site venues, travel staff, & billing

• Budget reconciliation for all programs

• Final program recap and reporting to clients

• Proven ability to consistently develop and maintain excellent client/supplier/internal team relationships

• Primary client contact for all program specific details and decisions

• Responsible for ensuring top quality customer service and satisfaction

• Prepare Master Hotel, Ground and Billing Instructions (Trip Specs)

References: Excellent References provided upon request

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