Lany Laliberte
Fredericksburg,VA
Summary
Dedicated Hospitality professional with a history of meeting company goals utilizing consistent and organized practices. A Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
29
29
years of professional experience
1
1
Certificate
Work History
Customer Success Customer Onboarding Manager
SkyTouch Technology
04.2021 - Current
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Championed company values by modeling exceptional customer service skills both internally and externally.
- Supervised 6Onboardin Leads in providing excellent customer service to callers requiring assistance for Onboarding their hotels on the SkyTouch and Choice platforms.
- Partnered with senior management on strategic projects aimed at expanding the business''s presence within key markets.
- Identified opportunities for process improvements, leading to increased efficiency in handling customer concerns.
- Conducted regular performance evaluations, providing constructive feedback and recommending targeted development plans for team members.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Supported continuous improvement initiatives by proactively seeking opportunities for automation of process for team and our customers.
Customer Experience Training Services Manager
SkyTouch Technology
10.2014 - 04.2021
- Oversaw activities of 15 to 17 Field Trainers completing both onsite and remote property systems installation and training for our SkyTouch and Choice customers.
- Implemented training programs to enhance staff skills, leading to improved service quality and higher customer retention rates.
- Assisted in talent acquisition efforts for the service department, identifying top candidates with relevant skills and experience needed to support organizational growth initiatives.
- Developed department processes and procedures to boost customer satisfaction.
- Monitored service staff performance and provided feedback for improvement.
- Trained new hires to perform cross-training exercises with experienced workers.
- Conducted research and analysis of learning needs of employees and customers to develop targeted training programs.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supported continuous improvement initiatives by proactively seeking opportunities for automation of process for team and our customers.
Workforce Training Analyst
Choice Hotels International
01.2008 - 10.2014
- Set and adjusted to schedules to maintain optimal coverage and service levels for onsite and remote installation of our property management system to our customers.
- Managed scheduling 2 to 8 day onsite and remote installations, handled overtime, shift swaps, and PTO requests for 17 to 25 Training team.
- Implemented a new timekeeping system to improve accuracy in tracking employee hours, reducing payroll discrepancies.
- Managed multiple projects simultaneously while maintaining strict deadlines and high-quality standards.
- Developed customized reports for various departments.
- Improved report accuracy by streamlining data collection and validation processes.
- Continuously assessed current reporting techniques and developed improvements to boost accuracy.
Property System Training & Installation Specialist
Choice Hotels
Phoenix, AZ
06.1995 - 12.1998
- Improved customer satisfaction by designing and implementing effective training programs.
- Collaborated with subject matter experts to create accurate and up-to-date content for training sessions.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Stayed current on industry trends and advancements, incorporating new techniques into existing training programs as needed.
- Developed effective training plans based on customers needs.
- Educated clients on proper use of products and systems.
- Introduced standardized training for cohesive learning environments.
Education
Associate of Arts - Information Technology
University of Phoenix
Tempe, AZ2009
Diploma - Hospitality Administration And Management
American Hotel Motel Association
Washington1999
No Degree - General Studies
Eastern Oregon University
La Grande, OR1988
High School Diploma -
Charlo High School
Charlo, MT05.1987
Skills
- Workforce Management
- Expense Tracking
- Staff Management
- Change Management
- Customer Service
- Professional and Courteous
- Training and Development
- Employee Coaching and Mentoring
- Documentation and Reporting
- Scheduling and Coordinating
Certification
- PMC Level I, Pragmatic Institute - Dec 2022
- Certified Team Supervisor (CTS), Management & Strategy Institute - Oct 2019
- Lean Six Sigma White Belt Certification, Management & Strategy Institute - Dec 2018
- Six Sigma Champion Certified (SSCC), Management & Strategy Institute - Dec 2018
- Six Sigma Lean Black Belt Professional, Management & Strategy Institute - Dec 2018
Timeline
Customer Success Customer Onboarding Manager
SkyTouch Technology
04.2021 - Current
Customer Experience Training Services Manager
SkyTouch Technology
10.2014 - 04.2021
Workforce Training Analyst
Choice Hotels International
01.2008 - 10.2014
Property System Training & Installation Specialist
Choice Hotels
06.1995 - 12.1998
Associate of Arts - Information Technology
University of Phoenix
Diploma - Hospitality Administration And Management
American Hotel Motel Association
No Degree - General Studies
Eastern Oregon University
High School Diploma -
Charlo High School
- PMC Level I, Pragmatic Institute - Dec 2022
- Certified Team Supervisor (CTS), Management & Strategy Institute - Oct 2019
- Lean Six Sigma White Belt Certification, Management & Strategy Institute - Dec 2018
- Six Sigma Champion Certified (SSCC), Management & Strategy Institute - Dec 2018
- Six Sigma Lean Black Belt Professional, Management & Strategy Institute - Dec 2018
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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