Jo Ann Henriques
Philadelphia,PA
Summary
Versatile senior director highly experienced in and areas. Hands-on leadership and management background with a solid track record of success in process optimization and operational restructuring. Seeking a professional position with a growing operation.
Overview
19
19
years of professional experience
Work History
Senior Director, Customer Success, Business Development Manager
Midmetrics
Santa Rosa, CA
05.2018 - Current
- Company Overview: A company specializing in chargeback management, providing cloud-based solutions to help clients prevent and dispute payment disputes
- As a Business Development Manager and Senior Director of Customer Success at MidMetrics, I have over nine years of experience in the chargeback management industry, helping clients prevent and dispute payment disputes with a cloud-based solution
- My core competencies include client onboarding, revenue management, negotiation, operations management, and sales
- I am passionate about delivering value and satisfaction to our customers, as well as growing our market share and revenue
- I have successfully onboarded and retained hundreds of clients, ranging from small businesses to large enterprises, across various sectors such as hospitality, ecommerce, and travel
- I have also contributed to increasing our annual recurring revenue by 35% and reducing our churn rate by 20%
- I work closely with our product, engineering, marketing, and support teams to provide feedback, insights, and solutions that enhance our platform and service
- A company specializing in chargeback management, providing cloud-based solutions to help clients prevent and dispute payment disputes
Tradeshow & Travel Guru/Client Relationship Manager
Chargeback Gurus
Dallas, Texas
05.2017 - 05.2018
- Coordinate all tradeshow and travel for the sales team within the company
- Research possible tradeshow that the team can attend, analyze ROI for each tradeshow and discuss with the executive team if the show can be attended the following year, air/hotel booking for each show
- Updating all show information for speaking engagements and media outreach for the PR team to follow up
- In the client relationship manager role my duties are: managing new and existing clients, sending welcome packets to new clients for boarding process, scheduling and conducting initial kick off meetings with each merchant, integration for new clients into our proprietary system, work with the merchants and the chargeback team for any queries they might have, creating a rapport with each merchant to ensure that they are happy with our services, additionally upsell any product that a client might not have, assist merchants with any troubleshooting issues
- I currently manage 60 accounts and continuously growing
Operations Manager
Inso International Call Center-A Chargeback Gurus Company
Santiago, CL
11.2014 - 04.2017
- In charge of the call center operations in the Dominican Republic
- My duties include: interview and hiring for new and existing campaigns, setting up new campaigns into the call centers respectively
- Analyzing reports such as daily summaries, call abandon report, after hour's reports, etc
- And ensuring that all campaigns are meeting their daily/monthly and quarterly goals
- Managing the Floor supervisors to ensure that the quality of work is being met by the agents that are assigned to the company's campaigns
- When new business is acquired by the CEO, I am in charge of gathering all the necessary information and creating a rapport with the client to ensure all their wants and needs are met within the call center
- Networking with all the clients to acquire new business by referrals, in charge of the offsite QA team that is based in India to ensure that the agents are delivering quality to our clients customers
- Execute meetings such as weekly supervisors and QA calibration meetings, agent motivation by attending coaching and training sessions with the QA's and the supervisors, creating solutions to issues that arise to each campaign and execute accordingly, creating SOP's to ensure that all campaigns are running according to the structure that the company based out of the USA and any other duties or special projects assigned
Pricing Analyst-San Francisco/Hawaii
Agoda.com-A Priceline Company
New York, NY
03.2014 - 11.2014
- Daily analysis of parity for both markets, ensure that the top producing hotels are in parity with rates and availability, analysis of market trends and utilizing the information to create spot shops' to ensure that agoda has availability for peak periods and seasons, assisting market managers with urgent matters in their absence and any other special projects assigned
Market Manager-Hawaii
Agoda
New York, NY
11.2012 - 03.2014
- Coordinating direct hotel partnerships in Hawaii, managing and optimizing a business development plan for hotel contracting to drive operating goals, building long lasting hotel relationships to enhance contracting efforts in the Hawaii market, selling agoda's platform to hotels, analyze and monitor booking performance of properties and driving additional sales through promotions, develop and implement strategies to maximize revenues and profitability, train hotel suppliers on agoda's tools and models, educate hotel partners on the essentials of the agoda hotel program and the electronic distribution including price points, rate loading requirements, merchandising through content, and optimizing room availability and competitive pricing, maintaining knowledge of key events in assigned markets and their impact on hotel availability
Revenue Manager for US Properties
Roommate Hotels
New York, NY
06.2011 - 06.2012
- Overseeing the Revenue of Grace Hotel in New York City and Waldorf Hotel in Miami Beach
- Duties include: analyzing STR report, inventory management, forecasting, yielding, meeting corporate revenue goals, making sure that both hotels are competitively priced within their compset, corporate and rate code set up, building new PMS systems to make sure that they are up to corporate and hotel standards, negotiating OTA contracts, creating spreadsheets with revenue data for corporate presentations, creating strategies so that the hotels can gain their share within the market, creating proposals for suggestions that can increase revenue along with analyzing historical data to reach goals
Reservations/Revenue Manager
The Lucerne Hotel
New York, NY
08.2010 - 06.2011
- Overseeing the Reservations department and the revenue of the hotel
- Duties include: forecasting, setting rates in all third party systems, analyzing current and future pace to make sure the hotel is acquiring its fair share in the market in occupancy, ADR and in revenues
- On the reservations aspect, overseeing a staff of five reservations agents, scheduling, ensuring that the reservations are in accurately, checking the interfaces of the system to make sure everything is flowing correctly and accurately, writing standard operating procedures when necessary
Assistant Revenue Manager
Denihan Hospitality Group
New York, NY
06.2005 - 08.2010
- Compile, analyze and present data for the strategic sales plan, monthly reporting, annual goals, sales and marketing budget, forecasts and other reports as required
- Survey, review and analyze competition, market trends, customer needs and comments in order to be proactive and adapt with business intelligence
- Create and develop new sales strategies and promotions as needed and quickly change or terminate ineffective sales strategies and promotions
- Maximize talent of team members through hiring, training, motivating, coaching, counseling and developing
- Effectively communicate with other hotel departments, and regional and corporate staff
- Evaluate changes in guest needs, the guest mix and competitive set, to recommend appropriate product/service and operational changes as necessary
- Participate in community and professional organizations to maintain high visibility and promote a positive image for the hotel and brand
Education
Certificate - Training program that emphasized how to properly sell
eCornell
05.2004
AA - Business Administration-Information Processing
Kaplan University
Skills
- Customer Relationship Management
- Account Management
- Onboarding
- International Call Center Management
- Operations Management (hospitality and fintech experience)
- Sales- warm leads with high closing rate Closing rate is 95% for warm leads
- Start up business experience
- Organized and detail oriented
- Can work well under pressure
- Adapt rapidly to change
- Fast learner for different verticals
CRMs for hospitality and other verticals that I am proficient with:
- Limelight/konnecktive CRM
- Zendesk
- Opera
- Epitome
- SynXis
- Prestige
- Sabre
- Ihotelier
- DELPHI
Other applications I am proficient with are:
- HubSpot
- Slack
- Asana
- Microsoft Office (Word, intermediate Excel, PowerPoint)
- Google Suite
- Slack
- Telegram
Languages
Spanish, Fluent
Willingtorelocate
New York, NY
Personal Information
Authorized To Work: US for any employer
Timeline
Senior Director, Customer Success, Business Development Manager
Midmetrics
05.2018 - Current
Tradeshow & Travel Guru/Client Relationship Manager
Chargeback Gurus
05.2017 - 05.2018
Operations Manager
Inso International Call Center-A Chargeback Gurus Company
11.2014 - 04.2017
Pricing Analyst-San Francisco/Hawaii
Agoda.com-A Priceline Company
03.2014 - 11.2014
Market Manager-Hawaii
Agoda
11.2012 - 03.2014
Revenue Manager for US Properties
Roommate Hotels
06.2011 - 06.2012
Reservations/Revenue Manager
The Lucerne Hotel
08.2010 - 06.2011
Assistant Revenue Manager
Denihan Hospitality Group
06.2005 - 08.2010
Certificate - Training program that emphasized how to properly sell
eCornell
AA - Business Administration-Information Processing
Kaplan University