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Work Background
Rad Power BikesManager of Training and Development
Jun. 2021 - Jul. 2022Greater Seattle Area
Rad Power BikesSenior Product Support Manager
Oct. 2020 - Jun. 2021Seattle, Washington, United States
PrecorPrincipal Customer Service Technical Trainer
Sep. 2019 - Sep. 2020Woodinville, WashingtonDevelop technical curriculum used in advancing the education of Precor personnel and external business partners. Conduct in-depth training with global partners and Precor employees. Enhance systems and processes used to to manage all aspect of global training initiatives.
PrecorSenior Technical Trainer
Jun. 2015 - Sep. 2019Woodinville, WashingtonProvide Dealers, Independent Service Providers and Club personnel in-depth training and certification used to service and support fitness equipment. Develop training materials, presentations and support documentation used in advancing the education of Precor personnel and our external business partners. Writing & editing official documentation including technical service bulletins, service manuals and installation guides . Work closely with servicers in the field and Precor engineering on known and new service issues related to Precor equipment.
DishManager of Training and Quality
Sep. 2011 - May. 2015Houston, Texas AreaDirect and organize the training and development of Dish Network Service employees and management. Coordinate all aspect of the Quality Assurance program for the South Central portions of the US (Texas, Louisiana, Mississippi, Alabama, and Arkansas.) Partnerships with external partner to improve installations and operations though out the region. Team with internal leadership at all levels to deliver "Best In Class" service, increase profitability, and maintain the highest levels of safety and customer satisfaction.
Delaware North CompaniesBusiness Partner
Jun. 2008 - Oct. 2010Improved satisfaction scores from mid 80s to low to mid 90s at fourteen separate properties. Responsible for five of the top performing properties in 2009 & 2010. Consulted within all operating units of Delaware North Companies on Guest Services and Hospitality; including process improvement, analysis, incentive development, onsite training and measurement plans.
Provided all locations with in-depth analysis of trends and habits. Utilized data to instruct properties on business changes to improve guest satisfaction, efficiencies, and increase revenue streams.
Coordinated and administered training to all levels of associates and company leadership. Facilitated workshops, facilitator training sessions, Master Trainer certifications, and various other presentations. Developed location specific training programs and initiatives.
Developed new tools for improved implementation of the continuous improvement process. Directed the development of new standards. Annually lead the process to enhance standards to maintain the company's competitive advantage in its fields of expertise.
Performed in-depth Quality Assurance Assessment of current operations as well as perspective new business.
Managed and maintained strong relationships with third party partners, including assessment schedules and analyst training.
Provide physical and material support in pursuit of new business.
Delaware North Companies Parks & ResortsSenior Operations Manager
Jun. 2006 - May. 2008Served as the GuestPath® Coordinator; ensuring each department and over 600 associates had all available resources, training and support. Facilitated training sessions, created reward & recognition programs, led team in the creation of sub-committees to increasing service presence. Managed a six-member management team in all aspects of the operation of three properties. Locations included food and beverage, retail, theaters, exhibit galleries, and tour bus operations. Responsibilities included quality inspections, scheduling, payroll, and creation of yearly budgets.
Directed the development and improvement of property operations including standard operating procedures, process improvements for business efficiencies and overall guest satisfaction, implementing new systems and events.
Primary contact for client representatives during special functions and daily public presentation including hosting VIPs for Space Shuttle launch attempts, annual astronaut induction ceremonies for the Astronaut Hall of Fame and various special interest groups.
Miami SeaquariumPark Operations Manager
Jan. 2001 - May. 2006Oversaw park operation with focus on providing the highest levels of service and satisfaction. Responsibilities included preparing daily presentation schedule, service and safety inspections, and directed a continuous reporting system involving key personnel in more than ten departments.
Solely responsible for the operation of numerous departments and more than 100 employees. Departments included the dolphin interaction program, stadium and technical services, digital photo operations, entertainment production, and security services.
Supervised all park hosted special events, private functions and company-involved promotions including community outreach programs, corporate picnics and receptions, weddings and holiday functions. Actively involved in all aspects of planning and preparation, insurance concerns and onsite management of event proceedings.
Conducted training and certification courses on CPR, First Aid and Automated External Defibrillator as outlined and approved by the American Red Cross.
The Dolphin ConnectionFacility Manager/Supervisor of Training
Sep. 1999 - Jan. 2001Duck Key, Florida
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