Summary
Overview
Work History
Education
Skills
Timeline
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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
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
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
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
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 Ohio

Certification - Tourism And Travel Management

Boise State Vo-Tech
Boise

No Degree - Macro Economics

Boise State University
Boise, ID

High School Diploma -

Nampa Senior High
Nampa, ID

Certification - Instructional Design And Facilitation

Expedia Instructor Academy
Bellevue, WA
01-2021

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

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Lisa Rock