Some of my projects

The new construction home, shoppers journey project took 9 months, with interviews with consumers, stakeholders, and department heads. The consumers were followed on their journey from the consideration phases to the purchase decision phases.

The Journey map provided a lens that created a shared understanding of the new home shopper experience to help the company transform from organizational silos to a customer experience-driven business. As a result, of the new insights, the organization and stakeholders agreed to invest in the tools that enabled the optimization of CX and saw a almost immediate 25 percent lift in revenue. The improvements also reduced churn by 20 percent while lowering the cost of serving customers by as much as 30 percent.

New construction home shopper journey

New construction home shopping can be extremely frustrating for consumers. Unlike resale homes, the resources to provide consumers with confidence as they navigate decision-making can be complex to understand. Vendors that provide inventory need to understand what information, resources, and help shoppers need to successfully meet their business objectives and overall profitability

Guest Connect Flex booking engine

Provide a short summary of your recent projects, highlighting the most important things.

I redesigned, launched, and managed Sabre Hospitality's online, mobile, and voice booking platforms. I grew transaction growth by 40% in two years, generating over $7 million in transaction revenue YOY across all customer segments.

I migrated over 15,000 hotels to a centralized global mobile platform with web and native app outputs and achieved 256% in channel growth in one year. I transformed usability by identifying specific behaviors and preferences in rich data sets to refine multi device personalization across channels.

The overall results were an increase in transaction revenue of up to 1.3 million representing 21% YOY growth on all channels.