NICE/IEX
Laurie Fitzgerald
Papillion,NE
Summary
Operations leader with track record in driving efficiency and productivity. Known for strategic planning, process optimization, and effective resource management. Strong focus on team collaboration, adaptability, and achieving measurable results. Skilled in logistics, project management, and continuous improvement. Trusted to deliver high-quality outcomes in dynamic environments.
Overview
25
25
years of professional experience
Work History
Manager, Operations
I2c Inc.
07.2020 - 08.2024
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Established team priorities, maintained schedules and monitored performance
- Cross-trained existing employees to maximize team agility and performance
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization
- Primarily responsible for the implementation of department strategies and meeting internal and external SLA’s
- Identified and analyzed operational challenges and facilitate the development of solutions to prevent reoccurrence
- Ensured execution against PCI and PII requirements
- COVID-19 Pandemic Coordinator ~ Communicated, tracked, monitored, and processed EPSL payments for staff impacted by COVID-19 related absences
- Estate Claims Processing ~ Reviewed legal documents, tracked, communicated with, and requested payment for beneficiaries of deceased cardholders in compliance with Local, State, and Federal Laws
- Responsible for resource allocation, including shift patterns and the number of staff required to meet demand
- Developed and maintain strong working relationships with other operational departments to ensure customer satisfaction
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
Director, Operations
MARRIOTT INTERNATIONAL
05.2016 - 07.2020
- Led a team of Senior Managers responsible for engaging, coaching, and motivating a staff of 25+ front line managers
- Facilitated change management efforts, guiding teams through periods of transition and growth
- Managed crisis situations effectively by developing response plans in advance
- Built a high-performance culture by recruiting top talent and promoting professional development opportunities for staff members
- Monitored the development and implementation of departmental strategies and ensured implementation of the service strategy and business initiatives
- Directed management’s efforts to maximize the financial performance/cost per reservation of the Customer Engagement Center
- Worked with direct reports to put sustainable work processes and systems in place that support the execution of the strategy
- Identified key drivers of business success and keep operational leadership focused on the critical few to achieve results
- Monitored administration of systems such as Salesforce, IEX, and MARSHA
- Identified and analyzed operational challenges and facilitate the development of solutions to prevent reoccurrence
- Identified gaps and conducted training for the Leadership Team on new initiatives as well as leadership skills
- Oversaw the work processes for the Site Support Team/Workforce Management Team
- Acted as the Site liaison with the Workforce Management Center of Excellence Team
- Built a high-performance culture by recruiting top talent and promoting professional development opportunities for staff members
Key Contributor Workforce Management CoE
MARRIOTT INTERNATIONAL
05.2017 - 12.2017
- Collaborated with other writers and team members for new ideas and strategies to create a centralized workforce management function that would be responsible for forecasting, scheduling, staffing and intra-day management
- Researched and organized facts and sources
- Designed integration activities and roadmaps for integration of the legacy organizations workforce management programs
- Deployed common training tools and processes to the local sites to ensure standardization of the workforce management support function
- Implemented governance model to handle the implementation of future improvements
Manager, Operations
MARRIOTT INTERNATIONAL
01.2008 - 01.2016
- Project management
- Responsible for budget forecasting, planning, management and analysis for four departments totaling of $25M annually
- Established and evaluated performance goals for employees and provided feedback on methods for reaching those milestones
- Achieved departmental goals by developing and executing strategic plans and performance metrics
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs
- Developed detailed plans based on broad guidance and direction
Manager, Sales Services
MARRIOTT INTERNATIONAL
01.2000 - 01.2008
- Successfully merged two departments into one cohesive work team without a disruption to service or quality
- Responsible for the management of the Workforce Management team at the Omaha Operation
- Oversaw long term and daily schedule needs for over 700 associates via NICE/IEX
- Responsible for the management of the Help Desk that served all North American Marriott Call Centers for reservation and technical support
- Acted as the liaison for escalated ADA issues with Marriott’s corporate office as needed
- Responsible for budget forecasting, planning, management and analysis for three departments totaling of $1.2M annually
Education
No Degree - Business Management
Metropolitan Community College
Omaha, NEImpact Leadership - Leadership
Marriott International
Omaha, NE10.2013
The Dale Carnegie Course - Effective Communications and Human Relations
Dale Carnegie
Omaha, NE01.2007
Interaction Management Training -
Metropolitan Community College
Omaha, NE12.1996
Skills
- Workforce Management (NICE/IEX)/Salesforce
- Team Leadership
- Complex Problem-Solving
- Time Management
- Contact Center Metrics and Data Analysis
- Budgeting and Financial Planning
- Process Efficiency and Resource Optimization
- Change Management
- Verbal and written communication
- Policy Implementation
- Strategic Planning
- Relationship Building
Timeline
Manager, Operations
I2c Inc.
07.2020 - 08.2024
Key Contributor Workforce Management CoE
MARRIOTT INTERNATIONAL
05.2017 - 12.2017
Director, Operations
MARRIOTT INTERNATIONAL
05.2016 - 07.2020
Manager, Operations
MARRIOTT INTERNATIONAL
01.2008 - 01.2016
Manager, Sales Services
MARRIOTT INTERNATIONAL
01.2000 - 01.2008
No Degree - Business Management
Metropolitan Community College
Impact Leadership - Leadership
Marriott International
The Dale Carnegie Course - Effective Communications and Human Relations
Dale Carnegie
Interaction Management Training -
Metropolitan Community College
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Salesforce
Microsoft Office
Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Interests
Travel
Gardening
Baseball
Continuos Learning
Selectcareerhighlights
- E.L.I.T.E. Award recipient; Reservation Sales Leader of the Year – The Americas (2016): Recognized at the Global Customer Engagement Center’s Annual Conference in San Francisco, CA
- Launched Elite Concierge Services (2016): Led the creation of this high touch, customer focused team
- Launched Vacations by Marriott (2014): Partnered with other Marriott stakeholders to launch the voice support team
- Distinguished Service Award recipient (2012): Recognized with the Marriott Omaha Operation’s highest honor for contributions throughout my career
- Created and Deployed Remote Agent Deployment Lab (2011): Developed a virtual 'work at home' station
- Transitioned Shared Services Work to Omaha (2008): Assisted with the dismantling of a team in preparation of moving the work to Omaha, recruited, hired, and trained new staff
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