Jessica Spooner
Converse
Summary
Senior operations lead with a proven track record in optimizing processes and enhancing efficiency. Achieved top engagement scores, significantly boosting customer satisfaction and team collaboration. Skilled in KPI and root cause analysis for performance coaching, resulting in substantial improvements in team productivity.
Overview
17
17
years of professional experience
Work History
Senior Operations Lead
Mission Lane
Converse
12.2023 - Current
- Streamlined operational workflows, enhancing team productivity and efficiency.
- Implemented process improvements for tracking key performance indicators, enabling informed decision-making.
- Resolved operational challenges through collaboration with stakeholders.
- Conducted regular meetings to address team concerns and track progress.
- Achieved 80th percentile in customer satisfaction scores, realizing 2.5% improvement.
- Reduced missed call rates from 1.4% to 0.6%, maximizing customer access.
- Increased team availability by reducing after-call work by 30%.
- Secured team engagement scores in top 10% of industry, fostering high-growth environment during operational scaling.
- Managed the full employee lifecycle, including strategic talent acquisition, structured onboarding, and professional offboarding processes.
- Delivered data-driven corrective actions and performance coaching, successfully guiding underperforming team members toward meeting key benchmarks.
Senior Account Manager
Mission Lane
San Antonio
01.2023 - Current
- Collaborated with operations leadership to pinpoint process improvement opportunities.
- Drove operational efficiency by identifying and addressing pain points in processes.
- Deliver innovative solutions and improve processes
- Maintained knowledge of company policy and made recommendations based on customers' needs and improving processes
- Mentored front line agents to develop skills and increase company revenue.
- Provided extensive support in key operational areas to ensure project success.
- Created and executed coaching strategies to improve front line agents' performance and consistency
- Provided feedback addressing knowledge gaps to enhance QA scores.
Account Manager
Mission Lane
San Antonio
11.2022 - Current
- Led discussions to address common challenges and foster team collaboration.
- Responded promptly to customer inquiries to ensure timely problem resolution.
- Delivered courteous service to enhance customer satisfaction.
Account Coordinator
Mission Lane
San Antonio
05.2022 - 11.2022
- Negotiated customer resolutions to enhance satisfaction and retention.
- Provided efficient and courteous service to customers at all times.
- Operated multiple systems simultaneously to deliver prompt customer service.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Provided guidance and coaching to support new hire training initiatives.
Rooms Controller
Omni Hotels & Resorts
San Antonio
03.2015 - 10.2016
- Work diligently to accommodate guest reservations in the hotel
- Facilitated positive experiences for all guests through attentive service and personalized interactions
- Have complete knowledge of every room offered at the property, including standard rooms, junior suites and luxury suites
- Maintained balanced inventory of rooms to optimize guest accommodations and maximize occupancy
- Implement the appropriate booking strategies to ensure that all parties are appropriately accommodated
- Coordinated with housekeeping, engineering, and reservations departments to efficiently manage room distribution and status updates
- Ensure that frequent guests are given special treatment in accordance with the company's policies
- Ensuring accounts are balanced out and charged accurately
- Utilized Medallia, Opera, Microsoft, and Epitome software for efficient hotel management.
Catering Sales Manager
Westin Hotels & Resorts
San Antonio
01.2013 - 10.2013
- Identified and pursued potential clients through targeted outreach, resulting in increased client acquisition
- Utilized negotiation strategies to secure favorable terms for client agreements
- Maintained relationships with clients, fostering loyalty and encouraging repeat business opportunities
- Drafted proposals and contracts, created sample menus, and presented them to clients to facilitate successful event planning
- Conduct tours of the facility, menu tastings, and meetings with the client
- Communication with the client as well as the catering team (director of catering, banquet captain, food service staff)
- Verified billing details to maintain financial accuracy for client invoices
Catering/Convention Service Administrative Assistant
Westin Hotels & Resorts
San Antonio
05.2012 - 01.2013
- Prepared BEOs to facilitate seamless event coordination and execution
- Managed phone and email inquiries to provide prompt customer assistance and enhance client satisfaction
- Assisted managers with task completion to ensure timely project delivery
- Drafting proposals and contracts
- Scheduling appointments and meetings
- Responding to emails
- Updating client database
Assistant Front Office Manager
Omni Hotels & Resorts
San Antonio
05.2011 - 05.2012
- Guided associates to deliver exceptional customer service, boosting guest satisfaction and loyalty.
- Supervised hotel front desk operations, ensuring adherence to guidelines and profit levels.
- Trained and developed front desk agents to enhance service quality and efficiency.
- Created staffing schedules, monitored payroll, and managed labor costs within budget.
- Conducted daily briefings with front office staff to review occupancy status and special requests.
- Coordinated with housekeeping to ensure cleanliness and readiness of guest rooms.
- Performed check-in and check-out procedures, managing shift closings and processing refunds.
- Participated in recruitment activities, including interviewing potential candidates.
Loyalty Ambassador
Omni Hotels & Resorts
San Antonio
10.2008 - 05.2011
- Act as an advocate and point of contact for all Select Guests
- Ranked in the top 10% of Loyalty Ambassadors nationwide for proactive guest recovery and problem resolution, directly impacting brand loyalty and repeat-stay intent.
- Successfully converted service failures into "loyalty wins," maintaining a 100% guest recovery rate through personalized service and diligent follow-through.
- Designed and implemented property-specific Select Guest incentive programs to enhance guest experience and loyalty
- Inspect select guest rooms to ensure their preferences and amenities were delivered
- Cover Front Office Manager duties in absence of a FOM; and continue to assist at the front desk when needed
- Prepare daily reports and brief all relevant departments
- Participate in new hire orientation and training program for all new staff, and Leaders in Development
- Actively involved in Monthly Issue Prevention, Rooms Meetings, OST, and Loyalty Committee Meetings
- Assisted in correcting discrepancies in room inventory to ensure accuracy.
- Successfully completed Omni Management Development courses 1, 3, and 5
Education
Bachelor Of Science - BS - Human Resources Management/Personnel Administration
Texas A&M University
Killeen, TX12-2024
Certification - Tourism Management, Hospitality Administration/Management
Florida Atlantic University
Remote01-2020
Skills
- Operational efficiency
- Process improvement
- KPI tracking
- Root cause analysis
- Leadership
- Performance coaching
- Persuasive negotiation
- Problem solving
- Conflict resolution
- Team collaboration
- Employee engagement
- Customer service
- Self-starter
Awards
2022 Q4 Laner Award Winner
2023 Q3 Laner Award Winner
2026 Peer Award Winner
Timeline
Senior Operations Lead
Mission Lane
12.2023 - Current
Senior Account Manager
Mission Lane
01.2023 - Current
Account Manager
Mission Lane
11.2022 - Current
Account Coordinator
Mission Lane
05.2022 - 11.2022
Rooms Controller
Omni Hotels & Resorts
03.2015 - 10.2016
Catering Sales Manager
Westin Hotels & Resorts
01.2013 - 10.2013
Catering/Convention Service Administrative Assistant
Westin Hotels & Resorts
05.2012 - 01.2013
Assistant Front Office Manager
Omni Hotels & Resorts
05.2011 - 05.2012
Loyalty Ambassador
Omni Hotels & Resorts
10.2008 - 05.2011
Bachelor Of Science - BS - Human Resources Management/Personnel Administration
Texas A&M University
Certification - Tourism Management, Hospitality Administration/Management
Florida Atlantic University