Summary
Overview
Work History
Education
Skills
Timeline
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Danielle DeOrio

Sarasota,FL

Summary

A dynamic leader with a proven track record at Tripmasters, I excel in operations management and interpersonal communication. Directing initiatives that significantly enhanced operational efficiency and customer satisfaction. My approach to team leadership and process improvement led to increased productivity and a positive work environment, showcasing my ability to drive success and foster client relationships.

Overview

17
17
years of professional experience

Work History

Chief of Training

Tripmasters
07.2021 - 03.2022
  • Collaborated cross-functionalprocesses between departments, fostering an environment that prioritized shared growth and success.
  • Established a strong culture of continuous learning by promoting professional development opportunities for all staff members.
  • Achieved higher trainee satisfaction through continuous improvement of training materials and delivery.
  • Optimized budget allocation for all training activities, maximizing return on investment without compromising quality standards.
  • Streamlined onboarding processes for new hires, reducing time-to-productivity while maintaining high retention rates.

Customer Retention Director

Tripmasters
09.2017 - 07.2021
  • Optimized workflows to ensure efficiency facilitating faster response times for customer inquiries.
  • Enhanced user experiences by partnering with product development teams resulting in better product offerings thereby increasing client satisfaction.
  • Established strong relationships with key accounts, ensuring long-term client retention and ongoing revenue growth.
  • Trained new hires in company policies procedures M
  • Minimized customer friction and represented the company in legal conflicts or negotiations.
  • Streamlined internal processes, resulting in an improved customer experience and reduced complaint resolutions times.
  • Developed customer loyalty programs for increased satisfaction and repeat business.
  • Developed action plans for at-risk accounts involving customized solutions tailored specifically to each client''s needs leading to successful resolutions.
  • Conducted customer satisfaction surveys for valuable feedback and identifying areas of improvement.
  • Analyzed customer data to identify trends and develop targeted retention campaigns.
  • Monitored customer churn rates closely, taking proactive measures to address potential issues before they escalated.
  • Implemented a comprehensive onboarding process for new clients, setting the foundation for long-term success and satisfaction.
  • Managed a team of dedicated Customer Retention Specialists responsible for handling complex account escalations effectively resolving issues through creative problem-solving techniques.

Operations Manager

Tripmasters
10.2004 - 09.2017
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and maintained relationships with external vendors and suppliers with generational contracts.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Directed process improvements working alongside the software team, resulting in increased productivity and reduced operational costs.

Education

Bachelor - Tourism And Travel Management Marketing

Johnson & Wales University
Providence, RI
05.2001

Skills

  • Problem-solving
  • Team leadership
  • Operations management
  • Customer service
  • Operational efficiency
  • Decision-making
  • Staff management
  • Project management
  • Operations oversight
  • Performance monitoring
  • Staff development
  • Customer relationship management
  • Interpersonal communication
  • Client relationships
  • Workflow optimization
  • Process improvement
  • Client relations
  • Weekly scrum reviews

Timeline

Chief of Training

Tripmasters
07.2021 - 03.2022

Customer Retention Director

Tripmasters
09.2017 - 07.2021

Operations Manager

Tripmasters
10.2004 - 09.2017

Bachelor - Tourism And Travel Management Marketing

Johnson & Wales University

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Danielle DeOrio