Clean Suite

Growth & Customer Experience Manager

Returnmates

Live Operations Manager

Tinyhood, Inc.

Marketing Analyst

Spruce

Manager, Strategy and Operations

The Minte

Director of Strategy and Analytics

- Developed and monitor department Objectives and Key results, such as helpfulness and efficiency via all channels, customer retention rate and profitability. 
- Provide consumer insight to Operations, Marketing and Product Development departments, and work collaboratively to improve the customer experience and increase Customer Lifetime Value. 
- Responsible for increasing and maintaining Google review average from 2.5 to 4.3 over a 1-month period.

Director Of Customer Experience

- Established company-wide Quality Assurance processes such as service inspections and housekeeper performance tracking and reporting, resulting in increase positive customer ratings. 
- Designed and executed "The Minte Way" cleaning standards manual and Train the Trainer Program, aimed at increasing service consistency and customer satisfaction, improving skills-based training and reducing turnover. 
- Streamlined service recovery process to increase customer retention, identifying training opportunities and gaps in operational processes.

Corporate Quality Assurance Manager

- Oversaw daily operations and lead team of 30+ housekeepers to guarantee maximum and customer satisfaction with minimum outlay of labor expenses. 
- Developed all training and on-boarding materials to include standard operating procedures, supply and equipment safety and use guidelines, and general policies and procedures.
- Assisted in fostering client relationships across 40 partner apartment properties. 
- Analyzed customer behaviors and business demand suggested cross-functional strategies accordingly.

Field Operations Manager

Waldorf Astoria Chicago

- Managed team of 57 union employees, including but not limited to training & on-boarding, scheduling, conducting performance reviews, inspections, recognition and disciplinary action
- Responsible for enforcing luxury cleanliness and service standards in a 215- room operation
- Generated product inventory and requisition forms, improving cost control and supply of product
- Implemented frequent employee audits for compliance and consistency in service, resulting in the 2017 award for Outstanding Overall Cleanliness in the Midwest
- Analyzed guest reviews and draft reports to identify trends and areas of opportunity

Housekeeping Manager

Strategy & Operations; Customer Experience Leader

I am most satisfied with my work when I am making a difference in the lives of others. 

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