20 East Pembroke Road , Unit 52
Danbury , CT 06811
(203) 470-0144
CARTUS (CENDANT MOBILITY SERVICES) Danbury , CT
2003 – present Director, Global Supplier Operations
• Responsible for overall strategic and operational performance of Regional Closing Office Network and global operational performance of temporary housing network.
• Business lead for inter-departmental taskforce for development and implementation of new computer system utilized by employees, suppliers and customers.
• Project Manager for development of four new inter-company synergistic projects which maximized revenue, improve productivity and designed new service delivery models.
• Developed Closing Management Supplier Improvement Plan – realignment of functional teams, creation of workflow management, analysis & redesign of all process flows. Increased productivity and metrics results in all key areas. Title timeliness average increase of 28.5%, Equity timeliness increase of 6%, closing accuracy increase of 31.7%.
• Selected for EDGE six sigma taskforce to develop high-level specifications for new IT infrastructure valued at $48 million. Member of Service Delivery and ASP model teams.
• Lead team of supplier managers and support plus mentor three employees.
• Manage budget and staffing for cost center.
2000 - 2003 Director, Real Estate Services
• Responsible for effective oversight of daily operations for Real Estate teams on Government, Mega and Large client portfolios and Operational Resource Center . Team consisted of 5 managers and 96 employees.
• Developed and implemented strategic business plans in support of top block service and client profitability goals.
• Implemented Government RES Improvement Plan. Created inspection and eligibility protocol standards. Developed escalation procedures to ensure maximum profitability. Created monthly unsold inventory reporting procedures. Increased net profit by 7%. Increased gross revenue by 15% and referral revenue by 34.6%. Increased amended rate by 8%. Improved Total Operating Expenses by 2.5%.
• Developed NRT Service Center concept, staffing model and process workflow. Created NRT Backshop pricing, processes and facilitated legal, systems and training requirements.
• Business owner of HEM/Broker Center system. Responsible for creating and prioritizing all system enhancements. Developed automated link between HEM and homesale mainframe which increased efficiency and streamlined referral placement rate by 7% overall.
• Managed monthly staffing analysis, headcount needs and annual merit increases.
• Created “Walk in My Shoes” campaign to build partnership with Client Services teams.
• Centralized the Real Estate Analyst team, improving efficiency by 20%.
• Presented multiple training programs including: Referral training for all Client Service Consultants, New Hire training, and CRP exam training.
• Co-lead for design of client policy on MyMove website.
1998- 2000 Client Services Manager
• Managed portfolio of 7 fully outsourced accounts and team of 12 direct reports.
• Motivated team to achieve increased service results for all accounts.
• Accomplished team average of 86% assigned sales rate.
• Developed and implemented policies for group moves with Unilever and UDV/NA.
• Prepared and delivered client presentations, annual reviews, and group move presentations.
• Analyzed client reports to review performance metrics and ensure full utilization of all contracted services.
• Personal Move Manager
• Managed fully outsourced moves for UDV/NA, PHH, Raytheon and Bayer Corporation.
• Involved in start-up programs of new corporate alliance services.
• Active in training programs for new and existing employees.
• Achieved 100% Service in 1997.
FIRST REALTY GROUP Armonk , NY
• Corporate Relocation Counselor
• Coordinated relocation business for a network of 18 brokers comprised of 400 sales associates and 25 sales offices.
• Expanded business relationships with regional and national corporations increasing sales volume by 35% annually.
• Developed and conducted company training programs in all aspects of relocation.
• Created and supervised motivational programs for sales force which resulted in Circle of Excellence Award 1991-1994.
• Awarded 100% Customer Service Satisfaction by PHH Destination Services.
KAHN INC. REALTORS, BETTER HOMES & GARDENS Newburgh , NY
• Relocation/Referral Coordinator
• Coordinated relocation business for 80 sales associates and six sales offices.
• Increased sales volume by $4 million in one-year period by expanding business contacts with local and national companies.
• Sales Associate
• Closed over $1 million in residential real estate.
SKILLS/CERTIFICATIONS
CERTIFIED RELOCATION PROFESSIONAL May 1999
Cendant Certifications:
• Leading Diversity/Vectors in Practice 2002/2003
• MAGIC 2001
• Account Management Workshop 2000
• LEAD 1998
Participate in Leadership Forums.
Proficient in Microsoft Office Suite, Attachmate, Atlas, HEM and HEX systems.
EDUCATION C. W. POST at LONG ISLAND UNIVERSITY M.B.A 1995
• Concentration in International Business/Personnel Management.
• Delta Mu Delta Honorary Fraternity.
WEST VIRGINIA UNIVERSITY B.M. cum laude 1985
• Mu Phi Epsilon Honorary Fraternity.
ACTIVITIES
1995-Present JUNIOR ACHIEVEMENT - Consultant
• Teach weekly class of junior high students about the business world.
• Recipient of Volunteer Partner of the Year 2005.
• Selected to present program benefits to motivate others to volunteer.
1997- 2004 VOLUNTEER CENTER OF WESTERN CONNECTICUT – Board of Directors
• Elected Vice Chairman 2000 – 2004.
• Chairman of Board Development Committee.
• Chairperson for Annual Auction 2002 – 2004 raising 25% of operating budget of agency.
References available upon request