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Work Background
Fran's Cake and Candy SuppliesOwner
Jun. 2017Fairfax, VA
AmtrakVice President, Sales Distribution and Customer Service
Mar. 2013 - Feb. 2017Washington DCBased on my success in leading the introduction of industry-first technology using a collaborative, data-driven approach, I was promoted to the position of VP, Sales Distribution and Customer Service. In this senior role, I develop the strategic vision for Amtrak’s distribution and customer experience groups and the integration of Amtrak's loyalty program. I manage and lead a broad range of initiatives to drive incremental revenue and reduce costs through business process transformation and innovative technology with a focus on Digital (consumer and employees), eCommerce, Customer Relations and B2C / B2B distribution. I manage the day-to-day operations of a 1,200+ employee organization including both management and union employees and oversee a $100M operating budget. Major Accomplishments include:
• Developed vision and design for Omni-channel distribution platform with leading edge distribution capabilities that are flexible, scalable and responsive to changing customer behaviors, providing Amtrak’s customers with a seamless, personalized experience across all Amtrak’s touch points.
• Optimized self-service channels to shift customers away from higher-cost agent channels, resulting in a $9M cost reduction, while improving customer satisfaction, increasing close rate and improving customer-relations.
• Directed Amtrak.com redesign which introduced new fare and ancillary products, increasing revenue by 3%.
• Increased customer use of mobile platforms, quickly growing mobile sales to 10% of all transactions.
• Identified new distribution partners and renegotiated distribution agreements, reducing third-party distribution costs 20% while increasing revenue 16%.
• Led Sales Distribution and Customer Service team to work collaboratively across the Amtrak organization. Ranked 2nd out of 91 departments in a stakeholder satisfaction survey.
• Formed successful partnership with external advocacy groups to expand bicycle service on Amtrak routes.
AmtrakSenior Director - Sales and Reservation Systems
Nov. 2010 - Mar. 2013Washington D.C. Metro AreaRecognized for my ability to drive business solutions with technology, I was promoted to the position of Senior Director, Sales and Reservation Systems. In this role, I set the strategic direction for Amtrak’s distribution channels including self-service and staffed channels. I partnered with the IT organization to deliver initiatives which drove cost savings, improved the employee and customer experience and delivered incremental revenue. Known for my ability to collaborate, I was often asked to serve as the Marketing representative for cross-functional teams/projects Major Accomplishments Include:
• Managed transformational $50 million project to implement electronic ticketing at Amtrak, the industry's first implementation of true electronic ticketing in an open-boarding environment.
• Negotiated with Federal Railroad Administration to alter ruling on Amtrak’s relationships with 3rd-party providers.
• Created Amtrak’s first Customer Experience Roadmap through development of a 5-year plan that established the vision and roadmap and brought alignment to the customer facing groups within Amtrak. • Introduced new Customer Experience concepts through use of customer personas and journey maps to understand and address customer pain points.
• Led upgrade of Amtrak’s 330 self-service kiosks, significantly extending the life of this low-cost distribution channel.
AmtrakDirector, Decision Support Systems
Apr. 2009 - Nov. 2010Directed initiatives to strengthen Amtrak’s pricing and revenue management capabilities by providing revenue opportunity and business policy analysis, enhanced decision support systems and improved data integrity. Managed capital budgets and information technology needs with both internal and external partners.
Airline Revenue Management & PricingConsultant
Jul. 2004 - Dec. 2009Provided overall strategic review and guidance as well as best-practice revenue management and pricing solutions.
Spirit AirlinesVice President Pricing and Revenue Management
May. 2003 - Oct. 2004Recruited based on my success and wide breadth of travel-industry experience, I led Spirit’s revenue management and pricing teams in maximizing Spirit’s passenger revenue ($500M/year). Key contributor to Spirit’s marketing strategy as member of marketing committee along with peers from planning, sales, and marketing.
SabreSenior Consultant - Revenue Management and Pricing
Sep. 2002 - Jul. 2003Provided overall strategic review and guidance as well as best-practice revenue management and pricing solutions
HotwireHead of Airline Product
Jun. 2000 - Jul. 2002Hired to bring travel-industry experience to this start-up, I led the team that was responsible for the overall profitability and performance of the airline product. With an immediate staff of eight, I drove all aspects of the product, including strategic vision, pricing, analysis, market research, reporting, cost reductions, new features, and supplier/vendor relationships.
Continental AirlinesDirector - Revenue Analysis and Channel Pricing
Jan. 1993 - Jan. 2000Led team of 12 responsible for analyzing pricing strategy, competitive trends and new distribution partnerships.
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