Operations is excited to announce its new structure and new roles! This revamp is designed to help Operations better execute on deliverables, facilitate more focused job roles, and meet or exceed KPI goals.
Adding to our leadership team, Operations will now have Director, Business Excellence led by Dee Rickert. Dee will oversee Workforce, Central Services, Rate Desk, Reporting/Analysis, ODR process, and creation and management of the operational processes playbook. Sarah Garvin will fill the role of Manager, Operations servicing the USCG account.
Project Management will continue to be led by Lauren Morgan, overseeing client implementations as well as Operations project requirements.
Mary Jane Anderson, Director, Operations, will have a more strategic role leading Operations management and development. Mary Jane will oversee all Operations Managers to ensure excellence in the following areas: KPI/Agent KPI, Weekly Managers Meetings, Manager/Agents Reviews, Scheduling Staff/Overtime, Meet with Client Services, Employee Engagement, Customer-Facing Responsibilities, Support Sales Team/RFP/New Client Needs, Check Request/Opportunity, Implementation 30/60/90 Overview, and Quality Assurance. Operations will be adding a new area called Operations Administrative Services, which will provide centralized administrative support for Operations functions.
Eric Bowden, Senior Manager, Meetings, Groups & Lodging, will lead Meetings, Groups, and Lodging departments. Eric’s responsibilities include: Lodging–RFP Tools and Processes, Team KPI Goals, Hotel Partnerships, Maintain Data, Identify Revenue and Technology Opportunities, Rate Audit/Load, and Team KPI Goals; Group Air–Coordinate Travel, Group Roster Upload, QC, and implementation of new business for groups; Meetings–New client set up/ Air Contracts, Sales, Destinations, R&E Partners, RezEvents, Client Relationships, Commission Tracking, and Reporting. Howard Kaplan will continue to oversee his current clients and agents, as well as manage Fresenius client and VIP services. MeLisa Meyer will oversee Eric’s former clients and agents.
These organizational changes align with our efforts to move from very good to GREAT in 2017!