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iconnectuLeader/Owner/Philanthopist
Jul. 2009United StatesIconnectu is a unique Customer Experience consulting firm that conducts Outbound CX phone calls to thank our client's customers and to ask, "What can we improve upon?" It is on this foundation of gratitude that the "little things" needed for improvement are revealed. We bring real time data to our clients allowing them to see suggestions, weaknesses, strength partners, and to close more revenue. It is a great feeling go watch the power of thankfulness in action. This small gesture produces huge results such as retaining customers AND keeping employee happy, building loyalty and revenue and crushing the competition. Iconnectu also "Answers the Call" after hours to take care of these esteem customers of our clients while they rest and recharge. We are unique in the After Hours Answering space because we use both AI and RI (Real Intelligence) to provide excellent care and deep consideration when the Main Team is relaxing.
Iconnectu is dedicated to excellence and has a mission to end extreme poverty around the globe, so for every new client we serve we take a child out of extreme poverty alongside World Vision.
We can truly say we are "changing the world one phone call at a time".
Paychex IncCustomer Care Manager
Aug. 2006 - Jul. 20092007-2009. Paychex, Inc. Sales Representative I achieved a market saturation rate of 80% and took the business client counts from 1500 - 1800 within two years. Strategic planning and very meticulous execution of sales strategy helped to accomplish this goal, but the most important aspect of my success was my willingness to partner with my clients in every way to drive their success.
McKibbon Hotel Group for MarriottOperations & General Manager
Apr. 1999 - Aug. 2006During my tenure with McKibbon Hotel Group I managed limited service hotels within the Marriott brand such as Residence Inn, Courtyard, and Springhill Suites. I achieved the privilege of bringing five different properties to award winning guest satisfaction status in only five years. I was a master of taking a distressed property and not only implementing the standards of excellence that Marriott demands, but also helping each member of the team define and achieve personal goals. Thus, synergy was created in each hotel that had been missing before.
Walt Disney World CorporationOperation Manager
Jan. 1995 - Apr. 1999As a Operations Manager in Tomorrowland the safety of the guests was of the upmost concern. The cast members that we worked with are amazing and the experience of true customer experience was evident in all we did. When a family saves their hard earned money and comes to Disney on vacation, they are not looking to be "compensated" if things don't go well. They are looking for a dream to be fulfilled, and Walt Disney World taught me the empowerment of "anything is possible" and "dreams can be exceeded". While at Disney I was honored to be nominated for the Partners In Excellence Award which is awarded to individuals that show great leadership and inspiration to their peers. The nomination comes from peers and direct reports, and while I was not the winner, I won much by the nomination. I also achieved graduation from Crossroads to Leadership, which was the equivalent of getting a masters in leadership and management from Disney University. It was an amazing experience and I am grateful to everyone I had the pleasure to serve beside and the guests who helped us celebrate the magic.
Hyatt Regency AtlantaAssistant to the Director of Sales
Jan. 1992 - Jan. 1995Supported Rob Sarmiento through Superbowl and then the subsequent Olympic Ceremonies. Also supported two remote Sales Managers. These individuals concentrated on Corporate and Government markets. Strong communications and administration duties were necessary for this position. It was a great opportunity to work directly with the NFL on a daily basis. Great time!
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