Lisa Rock
Puyallup
Summary
Dynamic leader with a proven track record at Expedia Group, enhancing customer satisfaction and team productivity through strategic thinking and ethical leadership. Excelled in operations management and coaching, driving innovative solutions and fostering a culture of continuous improvement. Skilled in Microsoft Office and adept at building interpersonal relationships, consistently achieving and surpassing goals.
Overview
19
19
years of professional experience
Work History
Startup Founder | Leadership Consultant
Leadership SOULutions LLC
Puyallup, WA
07.2024 - Current
- Drove product development from concept to launch, ensuring alignment with customer needs.
- Mentored employees for professional growth, promoting a culture of learning within the organization.
- Fostered an inclusive learning environment by addressing diverse needs and adapting facilitation techniques as needed.
- Delivered high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter.
- Contributed to improved team performance by facilitating workshops on communication, collaboration, and problem-solving techniques.
- Established strong rapport with clients, fostering trusting and supportive coaching relationships.
- Encouraged clients to set and achieve reasonable goals on weekly basis.
- Utilized active listening skills to identify underlying client needs and develop targeted strategies accordingly.
- Helped clients build life management and coping skills to handle daily needs and specific stressors.
- Implemented creative problem-solving techniques with clients to identify innovative solutions for various life obstacles.
- Continuously updated knowledge in the field of life coaching through professional development opportunities including conferences, trainings, and literature reviews.
- Established a successful business by identifying market needs and developing innovative solutions.
- Formulated and executed strategic initiatives to improve product offerings.
Analyst
Expedia Group
Las Vegas, NV
08.2012 - 06.2024
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Developed comprehensive training materials for new analysts, improving onboarding efficiency.
- Generated reports detailing findings and recommendations.
- Collected, arranged, and input information into database system.
- Gathered, organized and input information into digital database.
- Maintained database systems to track and analyze operational data.
- Evaluated customer needs and feedback to drive product and service improvements.
- Conducted regular reviews of operations and identified areas for improvement.
- Devised and implemented processes and procedures to streamline operations.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Led cross-functional teams in strategic planning sessions, aligning efforts with company goals.
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
- Enhanced customer engagement by analyzing behavior patterns and suggesting targeted marketing strategies.
- Improved decision-making processes, providing senior management with detailed analysis and actionable insights.
- Facilitated workshops on data visualization tools, enhancing team's reporting capabilities.
- Educated staff on organizational mission and goals to help employees achieve success.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed effective improvement plans in alignment with goals and specifications.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Network Trainer
Egencia by Expedia Group
Las Vegas, NV
08.2011 - 08.2012
- Documented class attendance and participation and provided feedback to management.
- Identified areas in need of improvement and implemented solutions.
- Incorporated real-world examples into course materials to provide employees with practical applications of theoretical concepts.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Provided ongoing coaching and feedback to facilitate long-term success in employee roles following completion of initial trainings.
- Administered assessments before, during and after courses.
- Created an internal knowledge-sharing platform where employees could share best practices and collaborate on projects more effectively.
- Developed comprehensive job aids and resources for employees to reference post-training, enhancing knowledge retention over time.
- Conducted post-training analysis to identify areas for improvement in future sessions, resulting in continuous refinement of program offerings.
- Collaborated with cross-functional teams to identify skill gaps and develop targeted training initiatives.
- Facilitated open communication between management and staff during change initiatives, easing transitions and minimizing disruptions.
- Gathered feedback from team and department leaders to devise new training materials targeted on current needs.
- Implemented a mentorship program, pairing experienced staff members with new hires for personalized guidance and support.
- Utilized various teaching methods to accommodate diverse learning styles among participants, increasing overall comprehension levels.
- Mentored junior trainers, providing guidance and support in developing their skills and expertise in network administration.
- Collaborated with IT team members to develop customized network training solutions for individual client needs.
- Stayed current with industry trends by attending conferences and workshops, bringing valuable insights back to the organization.
- Facilitated virtual, in-person and blended learning sessions.
- Analyzed and evaluated training effectiveness and program outcomes.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Established and maintained quality control standards.
- Provided coaching and mentoring to employees.
- Enhanced network training programs by incorporating real-world scenarios and hands-on activities.
- Provided remote support and coaching for employees unable to attend in-person trainings due to location or scheduling conflicts.
- Tailored course content and delivery methods to accommodate different learning styles, ensuring accessibility and comprehension for all participants.
- Maintained strong relationships with external vendors, ensuring access to up-to-date resources and technologies for effective training delivery.
- Partnered with management to align network training goals with company objectives, promoting consistency throughout the organization.
- Promoted a culture of continuous learning, developing a series of advanced network training modules for experienced professionals.
- Assessed trainee progress through evaluations and feedback, ensuring optimal learning outcomes.
- Streamlined the onboarding process for new hires by creating a structured network training curriculum.
Supervisor of Operations
Expedia Group
Tacoma, WA / Las Vegas, NV
02.2006 - 06.2011
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
- Developed and implemented training programs for new hires, improving overall team productivity and performance.
- Boosted employee morale by recognizing outstanding work efforts and providing regular opportunities for professional development.
- Acted as a liaison between upper management and staff members, effectively communicating expectations from both parties while addressing any concerns that arose during operations.
- Collaborated with other departments to identify areas for improvement and implement beneficial changes across the organization.
- Participated in recruitment efforts, interviewing potential candidates to ensure they were a good fit for the company culture and possessed necessary skills for success on the job.
- Coordinated cross-functional teams, ensuring successful completion of projects and meeting deadlines.
- Coordinated with other departments to ensure smooth operation and timely completion of projects.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Developed and maintained relationships with external vendors and suppliers.
Education
Elite Life Coach Certification - Life Coaching, Business Marketing
The Coach Mindset Elite Life Coaching
Online Via OhioCertification - Tourism And Travel Management
Boise State Vo-Tech
BoiseNo Degree - Macro Economics
Boise State University
Boise, IDHigh School Diploma -
Nampa Senior High
Nampa, IDCertification - Instructional Design And Facilitation
Expedia Instructor Academy
Bellevue, WA01-2021
Skills
- Strategic thinking
- Ethical leadership
- Microsoft office
- Adaptive leadership
- Staff evaluation
- Team collaboration and leadership
- Data-driven decision making
- Coaching and mentoring
- Operations management
- Customer focus
- Visionary leadership
- Critical thinking
- Vendor management
- Conflict resolution techniques
- Business networking
- Classroom facilitation
- Interpersonal relationship building
- Risk analysis
Timeline
Startup Founder | Leadership Consultant
Leadership SOULutions LLC
07.2024 - Current
Analyst
Expedia Group
08.2012 - 06.2024
Network Trainer
Egencia by Expedia Group
08.2011 - 08.2012
Supervisor of Operations
Expedia Group
02.2006 - 06.2011
Elite Life Coach Certification - Life Coaching, Business Marketing
The Coach Mindset Elite Life Coaching
Certification - Tourism And Travel Management
Boise State Vo-Tech
No Degree - Macro Economics
Boise State University
High School Diploma -
Nampa Senior High
Certification - Instructional Design And Facilitation
Expedia Instructor Academy