Wendy Francone
Walnut,California
Summary
Results-driven Senior Program Manager known for unparalleled productivity and efficiency in managing complex projects. Specialize in strategic planning, risk management, and stakeholder engagement, ensuring successful program outcomes. Excel in leadership, communication, and problem-solving, leveraging these skills to navigate challenges and deliver results. Committed to fostering team collaboration and driving innovation to achieve organizational objectives.
Overview
25
25
years of professional experience
Work History
Hospitality Now Coach
Wyndham Vacation Ownership
09.2015 - 03.2016
- Conducted Hospitality Now training sessions for onboarding new Associates with WVO.
- Scheduled monthly sessions for ongoing classes.
- Coordinated facilitator schedules to ensure classes were staffed efficiently.
- Facilitated learning sessions using bilingual approach.
- Endorse WVO Service Standards with emphasis on brand identity.
Front Office Manager
Wyndham Destinations
03.2015 - 03.2016
- Lead all areas of the Front Office which includes: Assistant Guest Services Manager, Supervisors, and all Guest Service Associates
- Organize, plan and inventory merchandise in the lobby gift shop
- Create and implement any processes or procedures to improve Guest Service scores
- Interview, hire and train new employees of the Front Office
- Be able to provide timely monthly reports, Associate annual reviews, and any department numbers as requested by Assistant General Manager and General Manager
- Interact and provide positive Guest Experiences
- Manage department schedule and labor
- Plan and facilitate monthly team meetings
- Build positive working relationships with key department Managers on the property
Senior Program Manager
Amazon
Los Angeles, CA
11.2021 - Current
- Optimized DSP performance in times of peak volume increases.
- Partnered effectively with stakeholders such as Field Leaders, DSP Operators, Capacity Planners, and Business Coaches.
- Developed comprehensive launch plans and peak hiring frameworks for optimized staffing.
- Identified station-level driver capacity gaps and collaborated with stakeholders for proactive solutions.
- Execute strategy to deliver driver counts needed to meet year-round capacity needs
- Provide a best-in-class onboarding experience for DSP and station needs.
- Reduce the dwell time of candidates, and improve the conversion of candidates through the onboarding life cycle.
- Support senior field leaders with DSP Business Reviews, and provide support for DSP driver growth needs.
- Develop a business understanding of key stations and geographic variation to support the overall strategy.
- Experience for Delivery Associates, improving the onboarding experience for new drivers, and DSP owners.
- Conduct weekly data analysis to support senior leaders in the region, to identify forward-looking capacity risk.
- Analyzed business performance data and forecasted business results for upper management.
- Conducted regular program reviews and status updates with stakeholders, fostering transparent communication and stakeholder engagement.
- Conducted regular meetings with team members to review progress and address any issues or concerns.
- Developed and implemented comprehensive program management plans, incorporating strategies for risk mitigation and contingency planning.
- Tracked and reported program results to customers and stakeholders to facilitate change management activities.
AMZL DEI Supply Chain Co Chair
Amazon
Los Angeles, CA
03.2023 - 03.2025
- Headed Employee Development Committee to create and launch professional growth programs.
- Oversaw the rollout of annual Supply Chain initiatives in collaboration with key executives.
- Facilitated collaboration across sub-committees to optimize impact and resource allocation.
- Developed a DEI metric tracking framework within Asana to oversee milestone completion.
- Prepared detailed quarterly updates highlighting DEI goal achievements for leadership.
- Facilitated monthly DEI leadership meetings with sub-committee leads and executive sponsors.
- Performed regular evaluations to assess engagement levels and impact of programs.
- Delivered DEI updates and initiatives during company-wide All Team meetings.
- Monitored and optimized membership participation across Value in Variation programs.
- Identified and addressed support needs through established escalation channels.
- Drove strategic recruitment efforts to ensure effective committee staffing.
- Collaborated with the PxT (HR) team to synchronize DEI initiatives with corporate targets.
- Orchestrated monthly DEI calendar programming across multiple committees.
- Strengthened connectivity by ensuring consistent dialogue between leaders and committee participants.
- Integrated DEI initiatives into broader organizational strategy.
- Developed and tracked success metrics for all DEI programs and initiatives.
- Executed on-time, under-budget project management to adhere to project road map.
- Prepared presentations summarizing key points from previous meetings or events attended by chair or stakeholders.
Area Manager II
Amazon
01.2020 - 11.2021
- Collaborated with diverse business and technical teams to oversee operations.
- Influenced senior leaders and technology teams in customer service operations.
- Cross-team coordination, project management, effective verbal/written communication, and executive presentation skills.
- Motivated, mentored, and coached team to achieve operational excellence.
- Promoted high standards in workplace safety and employee involvement.
- Fostered professional growth through targeted knowledge sharing and skill-building.
- Increased productivity and efficiency using data analysis.
- Revitalized underperforming teams and transformed profitability and productivity through targeted training.
Management, Training and Development Consultant
Self Employed Web
Los Angeles, CA
03.2016 - 12.2019
- Conducted industry-specific training sessions for clients in pharmaceutical, startup, and hospitality fields.
- Developed, wrote, and refined customized curricula to meet client needs.
- Developed, designed, and facilitated training materials for employees.
- Presented presentations to management and clients for implementation to improve operations and processes in various departments.
- Directed the execution of necessary training initiatives.
- Expanded the client portfolio to include esteemed organizations like Pharmalynk, HTA, Balboa Bay Resort, and Redondo Beach Marriott.
- Evaluated needs of departments and delegated tasks to optimize overall production.
Director Of Client Services
Inhale Health
06.2018 - 05.2019
- Created effective training documentation supporting professional growth across national sales divisions.
- Cultivated brand recognition with wholesale partners.
- Managed and maintained HubSpot CRM to generate new clients both domestically and internationally.
- Delivered targeted training sessions to improve awareness of pharmaceutical products.
- Support clients by providing customer service on e-commerce platforms.
- Developed successful partnerships with local and overseas distribution clients.
- Facilitated operational efficiency at both wholesale and retail venues.
- Developed workflows for optimized departmental procedures.
- Delivered comprehensive business coordination to new and existing partners and clients.
- Collaborated with teams to organize domestic and international trade events.
- Engaged in strategic discussions with the CEO for growth initiatives.
- Coordinated logistics and operations for trade events to ensure seamless representation of products.
- Directed the implementation of top-tier business transformation strategies company-wide.
- Directed team initiatives targeting continuous enhancement.
Resident Services Manager
Greystar (International)
07.2017 - 01.2018
- Oversees support for 700 units, addressing service requests, accounting updates, and rental matters.
- Exceeded community's Resident satisfaction and retention targets by promptly resolving complaints and concerns.
- Organized unit visits and planned community activities to enhance resident engagement.
- Created and distributed weekly newsletters, monthly surveys, and notifications for Residents.
- Facilitated organization of Resident-centric initiatives such as birthday card distributions and celebratory events.
- Analyzed courtesy officer nightly reports, addressing incident reports promptly.
- Ensured all maintenance service requests were followed up on promptly, achieving outstanding customer contentment within 24 hours.
- Assisted with the recruitment, hiring, and training of program staff members.
- Identified needs of customers promptly and efficiently.
- Oversees allocation and auditing of parking and storage spaces within the community.
- Responds to inquiries and manages data within the Active Building platform.
- Expanded expertise in Yardi and Entrada systems for property management.
- Engages with Security team leaders to evaluate necessary changes for the community.
- Collaborated with Parcel Pending to streamline package delivery for residents.
- Generated detailed reports on ORM status promptly.
- Cultivated rapport with clients to meet expectations for high-end event space rentals.
- Communicate emerging trends to department managers and property manager.
- Managed overall tenant relations, promoted tenant satisfaction and streamlined services delivery.
- Responded promptly to inquiries from residents regarding available programs or services.
National Customer Service Manager
WallyPark Airport Parking
09.2016 - 02.2017
- Executed organization and implementation of Freshdesk CRM system processes.
- Analyzed business performance data and forecasted business results for upper management.
- Coordinated with COO, Regional Managers, and National Directors to deploy customer service initiatives nationwide.
- Resolve customer-related issues at the executive (COO, Director, and General Manager) level, including concerns and requests.
- Collaborated with recruitment team to screen and select candidates for vacancies.
- Developed On-the-Job training manual tailored for CSS processes.
- Created training materials for new hires related to national customer service procedures.
- Tracked and analyzed customer concerns data to identify recurring issues.
- Implemented tailored training programs to enhance workforce efficiency.
- Collaborated with National General Managers, Assistant Managers, and Sales Managers to address customer concerns.
- Engage in weekly communications with national teams to focus on increasing service standards across various sites.
- Highlighted top-performing teams based on positive client feedback on a weekly basis.
- Collaborated with Risk Management Manager to address location issues related to damages, accidents, and compensation requests.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Evaluated regional teams' performance against established goals and objectives.
- Developed and maintained relationships with key stakeholders at the national level.
Training Facilitator
Disney Parks, Experiences and Products
10.2013 - 07.2015
- Facilitated learning modules for Disney Institute.
- Educated adults on best practices in line with Disney guidelines.
- Delivered Sharing the Legacy curriculum to incoming OJT trainers across multiple locations.
- Crafted and designed training content tailored for Train the Trainer Classes.
- Utilized various teaching techniques such as role-playing, simulations, and lectures to engage learners.
- Promoted a culture of continuous learning and improvement within the organization.
- Developed targeted courses to achieve company training objectives and enhance skills of new employees in leadership roles.
Guest Services Manager
Disney Parks, Experiences and Products
10.2008 - 03.2015
- Successfully managed the activities of over 250 team members in multiple locations
- Managed the Front Desk, Bell Services, Phone Center, Kiosk, Guest Services Desk Craftsman's Club, VIP Coordinators, Valet Services, Lobby Ambassador and Pinocchio's Workshop
- Trained and implemented AAA standards for all locations
- Developed communication process to ensure all Cast Members received the most accurate information to provide to Guests
- Managed daily labor and maintained the occupancy of the Hotel
- Mentor and Developed employees
- Managed weekly and daily labor in all locations
- Provide reward and recognition to all Cast Members
- Developed, implemented training classes for any specific 'On the Job' (OJT) needs
- Created roles or positions to stay ahead of the service industry and uphold the world-class service
- Identify any improvements needed to make changes in any processes and procedures
- Provided performance feedback and appraisals to hourly teams
- Provide leadership to all supervisors in each location
- Assisted Resort Guests and VIPs to provide Disney Magic to create lifetime memories
Recruiter
The Walt Disney Company
10.2011 - 10.2012
- Recruited and conducted interviews with 10-12 applicants per day
- Identified staff vacancies recruited, interviewed and selected applicants
- Served as liaison between Casting and Hotel leadership teams by handling Casting related questions
- Partnered with different lines of business to plan secondary interview logistics
- Scheduled candidates for secondary interviews with all Disney Resort Hotel positions that require a secondary interview
- Assisted in Disney job fairs at colleges, culinary schools, and technical schools
DVC Team Manager
Disney Parks, Experiences and Products
10.2008 - 09.2009
- Developed the role of Disney Vacation Club (DVC) Specialist
- Created, implemented and facilitated training classes for the position
- Scheduled facilitators and employees to on the job training for the department
- Ensure the content is delivered and sustained by new hires in the area
- Created awareness of the new position to all 3 Resort Hotels
Front Desk Manager
Disneyland Resort
11.1999 - 10.2008
- Organized, developed, and created the master plan for pre-opening training
- Managed the Core Trainer Team, On Stage Training Team and Lead Team
- Established an interview process for all the teams within our department
- Developed and implemented recognition programs to promote Cast Member appreciation
- Partnered with other areas to develop training programs
- Created Service Recovery and Train the Trainer Classes
- Perform Cast Member appraisals and maintain training budget
Education
Bachelor's Degree - Communications - Broadcast Journalism
California State University, Fullerton
01.1996
Skills
- Customer Service
- Training
- Team building
- Project Planning
- Management
- Leadership Development
- Business planning
- Scheduling
- Human Resources
- Hospitality Management
- Talent recruitment
- Team Development
- Operations Management
- Project Management
- Business Development
- Public speaking
- Logistics operations
- Employee scheduling
- Strategic planning
- Implementation planning
- Work breakdown structure (WBS)
- Status updates
- Cross-functional team leadership
- Problem-solving skills
- Trends analysis
- Project coordination
- Analytical skills
Awards
- Spirit of Disneyland Resort, Disneyland Resort, 05/01/07, Recognition program that has been rolled out across the Disney Parks and Resorts. This award is selected by their leaders, direct reports and/or their co-workers. These are individuals who consistently Dream, Create, and Inspire each day by supporting the business objectives and goals of Walt Disney Parks and Resorts.
- Disneyland Resort Millennium Ambassador Finalist, Disneyland Resort, 10/01/99, Disney Ambassadors serve as the Resort's 'Emissaries of Goodwill,' media representatives and as official hosts to Resort guests. As official spokespeople, Ambassadors offer the outside community a personal relationship with the Resort. - One of 8 candidates to represent the Resort and Cast Members - Extensive interview process with panel Leaders from across the entire Resort.
Languages
English
Professional
References
References available upon request.
Timeline
AMZL DEI Supply Chain Co Chair
Amazon
03.2023 - 03.2025
Senior Program Manager
Amazon
11.2021 - Current
Area Manager II
Amazon
01.2020 - 11.2021
Director Of Client Services
Inhale Health
06.2018 - 05.2019
Resident Services Manager
Greystar (International)
07.2017 - 01.2018
National Customer Service Manager
WallyPark Airport Parking
09.2016 - 02.2017
Management, Training and Development Consultant
Self Employed Web
03.2016 - 12.2019
Hospitality Now Coach
Wyndham Vacation Ownership
09.2015 - 03.2016
Front Office Manager
Wyndham Destinations
03.2015 - 03.2016
Training Facilitator
Disney Parks, Experiences and Products
10.2013 - 07.2015
Recruiter
The Walt Disney Company
10.2011 - 10.2012
Guest Services Manager
Disney Parks, Experiences and Products
10.2008 - 03.2015
DVC Team Manager
Disney Parks, Experiences and Products
10.2008 - 09.2009
Front Desk Manager
Disneyland Resort
11.1999 - 10.2008
Bachelor's Degree - Communications - Broadcast Journalism
California State University, Fullerton
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