Robinne Beecher
West Jordan,Utah
Summary
Effective, innovative, and collaborative Product Performance and Management deeply skilled in implementing integrated business solutions with multifaceted capabilities. Extensive background in product management and delivery including: creating and implementing a high value product roadmap while leading large, cross-functional teams through the software develop lifecycle and delivering critical initiatives for peak performing groups.
Qualified Project Manager with solid experience in supporting project tasks and contributing to team goals. Assisted in successful execution of various projects, showcasing organizational and multitasking skills. Demonstrated proficiency in communication and time management.
Professional with hands-on experience in collaborative environments, prepared to contribute to project success. Known for reliability and adaptability in meeting dynamic team needs. Exhibits strong organizational abilities and effective communication skills.
Overview
2026
2026
years of professional experience
Work History
Product Performance Manager
Intercontinental Hotel Group
04.2018 - 03.2025
- Manage the vision and implementation of the next generation contact center by supporting campaigns within a universal call center operation
- Coach and develop a team of two team managers and sixteen indirect reports
- Provide strategic input and subject matter expertise on products, projects and topics while having an excellent grasp of overall vision and product roadmap
- Apply deep product and platform knowledge to make rapid, tactical decisions in times of critical need
- Direct a high performing Software Testing Team through all phases of application development; ensuring systems, products, and services meet or exceed industry quality standards and end user requirements
- Envision and define product strategy and roadmap
- Capture requirements, clarify prioritization, identify dependencies, mitigate risks and pain points, and communicate to senior leadership and cross-functional teams
- Ensure prompt project completion; develop weekly meetings to ensure defects are addressed within the specified service level agreement
- Demonstrated record of executing projects that measurably improved customer and agent experiences
- Focus on continuous process improvement to align resources and improve performance
- Execute third party integration project that measurably improved customer experience by 15% and measurably improved agent experiences leading to increased bonuses
- Implement best practices to enhance the team’s performance and keep pace with current technological change and development
- Collaborate with Technology Team, Product Application Support team and other functional areas to ensure consistency across all departments through planning, execution, and integration of multiple system projects
- Engage with RCC Service Delivery teams to achieve project goals that support their needs
- Corporate Event Planning - hotel, meeting, catering and air travel arrangement
- Enhanced employee engagement through tailored training programs and workshops.
- Conducted thorough assessments of employee performance, identifying strengths and areas for growth.
- Developed comprehensive performance management strategy, resulting in increased efficiency and productivity across departments.
- SAFe Product Manager
- SAFe Product Owner
- SAFe Teams
Project Manager
Intercontinental Hotel Group
04.2015 - 04.2018
- Provide project management expertise to implement cross-functional critical platforms
- Engage with global teams to identify project requirements, planning and implementation
- Managed a large team to support GRS (Global Reservation System) project execution while focusing on business requirements and testing efforts
- Strategized and delivery manage a successful GRS version one (V1) release into multiple applications while ensuring minimal defects
- Provided product management leadership during integration with third-party solution partner, Travelocity, to create a real time business to business (B2B) data feed
- Managed a high-performing and effective delivery team while exceeding the GRS Business Transformation Team’s key performance indicators, expectations, and met
- Led the Integration of Reservation and Customer Care (RCC) applications with GRS
- This includes strategic planning, product design, scope, technical requirements, process decisions, curriculum development and delivery
- Envisioned, demonstrated, and executed multiple projects that improved agent and customer experience
- The Voice of the Agent project made the call center agents the customer and created a more effective workflow that greatly benefitted call center agents (through increasing job satisfaction and incentive pay), the business as a whole (leading to increased revenue) and hotel guest experience
- Demonstrated record of executing projects that measurably improved customer and agent experiences
- Collaborated with multiple vendors to design the room and rate grid upgrade in IHG (InterContinental Hotels Group) proprietary call center platform, IRIS
- Collaborated across teams and platforms to ensure consistency across all departments through planning and execution of the GRS project
- Grow and develop talent within the team so that they gain forward momentum in their career
- Enabled, encouraged, and facilitated classes and project opportunities for team members in alignment with their personal work goals and company values
- Collaborate and engage with CRO (Central Reservation Offices) Operation teams to achieve project goals and provide excellent project delivery and support
- Collaborate with PMO (Project Management Organization) team to set up proper protocols for Project Management across IHG
- Incorporated the Clarity tool to track project initiative for the Voice Product and following the 4D of Project Management
- Interfaced with global teams to identify project requirements, engagement in planning and implementation
- Support the Change Leadership Network team to increase engagement and later received an engagement score of 95% for the RCC Team
- Manage project tracking for both GRS and Business Innovation Team to ensure adherence to budgets
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
Specialist, Business Process
Intercontinental Hotels Group
02.2009 - 04.2015
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Led the planning and execution of the Customer Experience Management system in the Global Reservation Centers, to enhance the view of customer data, driving revenue growth, and increasing conversion rates.
- Managed planning, business process and execution of the Customer Experience Management (CEM) into the Global Reservation system, improving customer experience scores from 70% to 91%.
- Enhanced Sales Specialist view of the customer and increased revenue growth by automating customer data visualization, boosting conversion by 43%.
- Developed and implemented change management frameworks for transitioning to a new loyalty system, improving job performance, reducing Average Handle Time (AHT) by , and improving Customer Experience scores by 21`%.
- Designed requirements, tested, and implemented the Reservation Interactive Voice Response (IVR) for Loyalty and RCC teams, reducing AHT and increasing revenue.
- Managed process documentation, test plans, and user requirements to facilitate seamless system rollouts.
- Oversaw all phases of product design, technical requirements, process decisions, curriculum development, and post-launch analysis, ensuring continuous improvement optimization and reduced business impact.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
Additional Work Experience
Intercontinental Hotel Group
- Develop new products and project suites to provide and optimize value proposition
- Provide quantitative measurement for the implementation of project processes, outcomes, and costs
- Implement change management processes and improve business process workflows to optimize efficiency, people’s talents, and resources
- Project Manager - IRIS (InterContinental Reservations Interface System) - managed the on boarding of new web based B2B (business to business) clients
- Process Management Analyst - Analyzed hiring needs, provide metric for IT hiring needs and recruitment process
- Manager Upscale Reservations - Researched, developed, implemented, and led the first MACRO department in Salt Lake City Reservation Office & Hotel support
- Human Resource Manager - Developed an internal hiring database to support compliance of EEO reporting process
- Workforce Management Supervisor – ideated and implemented the scheduling of agents in a more effective way so that it was no longer manual or on paper
- Operations Sales Supervisor/Facilitator - Designed and implemented a multi-center incentive program to meet budget goals
- Software Testing Specialist - On the design team that created, tested, and implemented e-mail confirmations for the HERMAN system
- A first for the Hospitality Industry
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
Education
Associate - communications
Travel and Tourism -
Skills
- SAFe Project Management
- Direct and Design Product Requirements
- Integrations with a third-party solution
- Customer Service
- Contact Center
- Strategic Planning
- Product Performance
- Creating Best Practices
- Product Roadmap Development
- Change Management
- Continuous Business Process Improvement
- Coaching and Developing Team Members
- Product Strategy
- Cross Functional Solutions
- Implementation of Multi-Platform Solutions
- Written and Verbal Communication
- Quality Management
- Stakeholder Management
- Product Ideation and Creation
- Servant Leadership
- SAFe Product Owner
- KPI Creation and Definition
- Resource Allocation and Planning
- Directing an Integrative Product Roadmap
Accomplishments
- Supervised team of seven team members with 25 indirect reports
- Achieved a customer satisfaction score of 91% by introducing a Customer Experience Management system for Hospitality guest requests.
- Collaborated with team of 60 in the development of new guest reservation system
Timeline
Product Performance Manager - Intercontinental Hotel Group
04.2018 - 03.2025
Project Manager - Intercontinental Hotel Group
04.2015 - 04.2018
Specialist, Business Process - Intercontinental Hotels Group
02.2009 - 04.2015
Western International School of Travel - Travel and Tourism,
Additional Work Experience - Intercontinental Hotel Group
Salt Lake City Community College - Associate, communications
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Additional Work Experience
Intercontinental Hotel Group, Salt Lake City, UT,
Project Manager - New Reservation System - InterContinental Reservations Interface System
Managed the on boarding of new web based B2B (business to business) clients.
Process Management Analyst - Analyzed hiring needs, provide metric for IT hiring needs and recruitment process.
Manager Upscale Reservations - Researched, developed, implemented, and led the first MACRO department in Salt Lake City Reservation Office & Hotel support.
Human Resource Manager - Developed an internal hiring database to support compliance of EEO reporting process.
Workforce Management Supervisor – ideated and implemented the scheduling of agents in a more effective way so that it was no longer manual or on paper.
Operations Sales Supervisor/Facilitator - Designed and implemented a multi-center incentive program to meet budget goals.
Software Testing Specialist - On the design team that created, tested, and implemented e-mail confirmations for the HERMAN system. A first for the Hospitality Industry.
Similar Profiles
Jordon Jack InokeJordon Jack Inoke
Duty Manager at Grand Pacific Hotel an Intercontinental Hotel Group HotelDuty Manager at Grand Pacific Hotel an Intercontinental Hotel Group Hotel
Alexandra KashanAlexandra Kashan
Assistant Outlets Manager at Intercontinental Hotel GroupAssistant Outlets Manager at Intercontinental Hotel Group
Jasmon SilveiraJasmon Silveira
Junior sous chef at Intercontinental hotel groupJunior sous chef at Intercontinental hotel group
Caleb BerriosCaleb Berrios
Sales and Marketing Administrator at Intercontinental Hotel GroupSales and Marketing Administrator at Intercontinental Hotel Group
Kaiden BogartKaiden Bogart
Registered Behavior Technician at Affinity Autism ServicesRegistered Behavior Technician at Affinity Autism Services