About

Work experience

Director of Operations - Coon Brothers, Inc: Trilogy Excursions, Lahaina, HI

• Performed budget management tasks such as monitoring company performance against estimates and preparing annual budgets. Managed one department and three sub-department budgets totaling $10.1M.

• Built the inventory management system for daily supply deliveries, warehouse stock levels, and EOM accounting reports. Maintained vendor relationships including pricing negotiation & delivery structures.

• Oversaw the Operations Manager, Maintenance Manager, Dry Dock Manager, F&B Manager, and Executive Chef with an operations department team size of 100+ associates.

• Led project management of a start-up restaurant that allowed Coon Brothers Inc to bring catering expenses for Trilogy Excursions in-house (approximately $2.2M) and launch a pizza themed eatery.

Operations Manager - Coon Brothers, Inc: Trilogy Excursions, Lahaina, HI

• Built the employee training platform for CBI’s subsidiary Trilogy Excursions allowing for digital learning, online certifications, and improved reporting on employee training.

• Performed quarterly, bi-annual, and annual performance reviews for operations department team members. Would address inefficient operational performance with individual coaching or counseling.

• Created the operation’s department customer service brand standards for employee expectations.

• Oversaw employee scheduling with daily changes resulting from complex day to day operations.

Front Office Manager - Marriott Vacations Worldwide, Kaanapali, HI

• Responded to and resolved customer service complaints arising from various maintenance, housekeeping, Spa, or Food & Beverage issues. Acting manager on duty for all operational staff.

• Recruitment and management of front desk agents, rooms control, bellman, and valet.

• Coordinated and led monthly staff meetings to address customer service issues or corporate updates.

• Monitored NPS scores and social media reviews; responded with appropriate comments.

• Personally custom coded the interactive map for the resort allowing for streamlined information to all operational staff such as hours of operation, menus, offerings, room views, and phone directory.

Founder & Managing Partner - Tour Catalina, Avalon, CA

• Responsible for meeting with tour, hotel, and restaurant business owners to negotiate contracts for sales and marketing services. Created a successful pay for performance commission-based sales model.

• Website Development of sites focusing on e-commerce, customer reservations, and information.

• Handled search engine optimization, social media marketing, and search engine advertisements.

• Led the acquisition of three companies and later assisted with day-to-day operations.

• During these years our company won three nation-wide awards with USA Today, TripAdvisor, & VRBO.

Insurance Agent & Broker - Banker's Life / Capitol Direct / Twin Insurance Services

• Met with prospective clients and clients to present insurance and finance product solutions.

• Assisted with the founding of Capitol Direct Finance & Insurance and Twin Insurance Services.

• Founded a website to generate leads and utilized database integration to generate custom quotes for prospective clients. Employed ‘GoToMeeting’ to perform sales presentations reducing the need to travel.