Natashalee Dunn, MBA
Miami,FL
Summary
Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
9
9
years of professional experience
Work History
Training Program Operations Manager
Agero
05.2025 - Current
- Assisted in developing training materials for operational procedures.
- Train and teach on new program updates.
- Supported onboarding processes for new team members while ensuring compliance with safety standards.
- Collaborated with cross-functional teams to identify training needs and gaps in knowledge.
- Conducted regular assessments to evaluate training effectiveness and adjust content as necessary.
Performance Manager
Chase Travel
11.2023 - Current
- Led performance enhancement initiatives, driving operational efficiencies across multiple departments.
- Analyzed key performance indicators to identify trends and inform strategic decision-making.
- Developed and implemented training programs to elevate team competencies and achieve performance targets.
- Collaborated with cross-functional teams to align objectives and streamline processes for improved outcomes.
Operations Manager
Chase Travel
11.2023 - Current
- Oversee the day-to-day performance and workflow of the agent team and answer team member questions, helping with problems, and overseeing their work for quality and guideline compliance
- Work effectively across all departments to ensure that information is captured and communicated appropriately for purposes of performance, training and process improvement and maintain comprehensive working knowledge of all programs, tools and systems
- Ensure that operational performance goals and Key Performance Indicator performance standards are met.
- Perform call monitoring and assessment of agents for inbound calls and participate in call calibration exercises
- Conduct team meetings to update members on best practices and continuing expectations and administer corrective action when needed, following all departmental guidelines and established timeframes
- Provide and create an inspiring team environment with an open communication culture to sustain performance and quality levels
- Participate in hiring and interviewing processes and new team member onboarding
Travel Supervisor
American Express
07.2018 - 11.2023
- Coordinated travel arrangements, ensuring compliance with company policies and client specifications.
- Developed itineraries, optimizing routes for efficiency and cost-effectiveness.
- Managed vendor relationships, negotiating contracts to secure favorable terms and services.
- Supervised team members, providing training on best practices in travel planning and customer service.
- Implemented process improvements that enhanced booking accuracy and reduced turnaround times.
- Managed a diverse team of travel professionals, fostering a positive work environment that encouraged collaboration and innovation.
IT Solutions Supervisor
Asurion
11.2016 - 07.2018
- Supervised daily IT operations, ensuring efficient service delivery and system performance.
- Coordinated troubleshooting efforts for hardware and software issues, facilitating rapid resolutions.
- Implemented process improvements to enhance team productivity and service quality.
- Developed training materials for staff on new technologies and systems functionality.
Education
Bachelor of Science - Project Management
Western Governors University
Salt Lake City, UTMBA - Masters Business Administration
Capella University
Professional Certificate - Sabre
Udemy
Professional Certificate - Worldspan
Udemy
Post-Graduate Certificate - Six Sigma Green Belt
Kennesaw State University
Kennesaw, GAPost-Graduate Certificate - Travel Agency Operations
Dubai College of Tourism
Skills
- Problem-solving
- Student engagement
- Classroom management
- Team leadership
- Operations management
- Customer service
- GDS Global Distribution System
- Sabre
- Worldspan
- Project management
- Performance monitoring
- MS office
- Maintaining compliance
- Client relationships
Timeline
Training Program Operations Manager
Agero
05.2025 - Current
Performance Manager
Chase Travel
11.2023 - Current
Operations Manager
Chase Travel
11.2023 - Current
Travel Supervisor
American Express
07.2018 - 11.2023
IT Solutions Supervisor
Asurion
11.2016 - 07.2018
Bachelor of Science - Project Management
Western Governors University
MBA - Masters Business Administration
Capella University
Professional Certificate - Sabre
Udemy
Professional Certificate - Worldspan
Udemy
Post-Graduate Certificate - Six Sigma Green Belt
Kennesaw State University
Post-Graduate Certificate - Travel Agency Operations
Dubai College of Tourism
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