Dynamic Operations Manager with a proven track record at American Express, excelling in change leadership and team development. Expert in negotiating contracts and achieving significant cost savings, consistently delivering zero customer complaints. Adept at training and developing teams to enhance client support and resolve issues effectively.
Hi, I’m
SUZANNE M. FULLER
Palm Beach Gardens,FL
Summary
Overview
30
years of professional experience
Work History
BCD Meetings and Events
Operations Manager, Logistics
09.2023 - Current
Job overview
- Virtual
CWT Meetings and Events
Operations Manager
03.2022 - 09.2023
Job overview
- Virtual
Colonial Life
Independent Sales Representative
04.2021 - 03.2022
Job overview
- Virtual
American Express
Senior Team Leader
12.2012 - 05.2020
Job overview
- Virtual
- Responsible for day-to-day management of a Fortune 100 portfolio
- Ensured correct resource levels and distributed workload evenly
- Identified areas that required changes/updates to processes and procedures and implemented those in conjunction with Senior Leadership
- Ensured all processes and procedures were followed, audited work monthly for accuracy, evaluated cost savings and client deliverables
- Provided development and training to ensure outstanding quality and customer satisfaction
- Provided frequent feedback to team members and shared industry knowledge
- Provided data to internal and external customers and acted as a key contact
- Performed semi-annual reviews and annual reviews for each team member to recognize their achievements and any growth opportunities
American Express
Meeting & Procurement Manager / Senior Meeting & Procurement Manager
01.2000 - 11.2012
Job overview
- Virtual
- Managed all aspects of meeting and sourcing logistics
- Responsible for hotel site selection, compilation of hotel availability and pricing grids/proposals
- Negotiated, executed, and finalized hotel contracts and client addendum
- Worked with national sales offices and preferred suppliers to provide best available/leveraged rates
- Completed budgets and communicated cost savings to client
- Organized all meeting logistics and travel staff
- Coordinated all group food and beverages, ground transportation, off-site activities, etc.
- Operated programs with savings of at least 15%
- Handled meeting sizes ranging from 50 – 2500 +
- Minimum of 100 meetings planned per year
- Responsible for zero level of customer complaints
- Assign new meetings to team members and train new team members on account processes and procedures
World Travel Partners, Inc.Wilmington, DE
Meeting & Procurement Manager
01.1995 - 12.1999
Job overview
- Managed all aspects of meeting and sourcing logistics
- Responsible for hotel site selection, compilation of hotel availability and pricing grids/proposals
- Negotiated, executed, and finalized hotel contracts and client addendum
- Worked with national sales offices and preferred suppliers to provide best available pricing/leveraged rates
- Completed budgets and communicated cost savings to client
- Traveled on-site and coordinated all logistics and travel staff
- Organized group food and beverages, ground transportation and offsite activities
- Handled meeting sizes range from 50 – 2500 +
- Minimum of 85 meetings planned per year
- Responsible for zero level of customer complaints
Education
Rochester Institute of TechnologyRochester, NY
M.S from Hospitality and Tourism Management
01.1990
University Overview
Rochester Institute of TechnologyRochester, NY
B.A from Hotel and Resort Management
01.1988
University Overview
Skills
- Change leadership
- Team development
- Organizational strategies
- Training and development
- Client support and issue resolution
- Conflict mediation
Community Service
Community Service
Business to Business for Women - Proud member since 2020, Palm Beach North Chamber of Commerce Proud member since 2020, Membership Ambassador and Women in Business Council Member, Wounded Veteran’s Relief Fund- Volunteer
Timeline
Operations Manager, Logistics
BCD Meetings and Events
09.2023 - Current
Operations Manager
CWT Meetings and Events
03.2022 - 09.2023
Independent Sales Representative
Colonial Life
04.2021 - 03.2022
Senior Team Leader
American Express
12.2012 - 05.2020
Meeting & Procurement Manager / Senior Meeting & Procurement Manager
American Express
01.2000 - 11.2012
Meeting & Procurement Manager
World Travel Partners, Inc.
01.1995 - 12.1999
Rochester Institute of Technology
M.S from Hospitality and Tourism Management
Rochester Institute of Technology
B.A from Hotel and Resort Management
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