susan googe

I am thrilled to announce that I've joined Moseley Technical Services as a recruiter in their Charleston, SC office and excited to help anyone in my network through their job searches. I'll move into a volunteer role with SkillMil and continue to help veterans and spouses through their transition into civilian careers, but now have access to an expanded list of open job opportunities.

* Developed new coaching initiatives to up-skill team performance on conversation, ADR, partnerships, lowering guest effort, cross selling, and handling rate resistance. * Hired and trained specialists for leadership development program. Revised content and materials from 12 weeks to 6 to focus on consultative coaching techniques, performance management and positive guest interactions. Graduated 12 employees, 10 of whom are now in team manager roles. * Gave weekly presentations on our booking systems and handled Q&A from hotel managers during IHG Voice visits, Voice Summits, regional market visits, NHOP days, and branded hotel visits. * Was key link between Operations, Training and Customer Experience Management teams with a focus on coaching efforts.

* Consistently ranked as Top 3 Performer (out of 20 agents) on Brands team in Call Quality, Conversion and ADR. * Recognized 4 out of 8 months as Top 12 Specialist center-wide (out of 300+ agents). * Frequently tasked with peer-to-peer coaching on conversational selling and guest service skills.

* Manage 15 Reservations Specialists daily on schedule adherence, performance and engagement. * Lead, coach and up-skill team to drive revenue and give superior guest service on every phone call. * Currently ranked 1st on our Operations Team for Customer Satisfaction (97%) and 2nd in Confirmation (46.3%), ADR ($132.91) and NetRVCH ($123.93).

* Trained 250+ agents on Offers Matrix 2.0, CEM, Google Mail, Venetian/Palazzo Hotel bookings, and IVR revisions. * Taught 2 new hire classes in 2011, and designed new student workbook (used globally) for the BrandHearted training week. * Subject Matter Expert on IHG Rewards Club program. Represented CROs during global enrollment contests. Worked with OgilvyAction on communications design and prize budgeting. * Worked with Customer Experience Optimization team to coordinate global projects and training initiatives from conception through implementation; including drafting training curriculum, facilitating focus groups, analyzing project statistics and performance, and presenting outcomes to global teams.

HUMAN RESOURCE SUPPORT | ORGANIZATIONAL DEVELOPMENT | TRAINING | BOARD MANAGEMENT | FUNDRAISING | DONOR ENGAGEMENT STRATEGY Solely responsible for the management and execution of the CSU Alumni Association (11,350 households), Loyalty Fund and the Parents of Buccaneers program (600 households); including budget management, monthly reporting, all special events, volunteers, board members, and training. Designed and executed strategy to increase donations from alumni and parents; including new special events, direct mail and internet marketing campaigns, public relations efforts, and designing new alumni web pages. Negotiated annual hotel contracts for all alumni travel, meetings and departmental needs. Responsible for every detail of departmental communications outlets to university president, trustees, board members, staff, alumni, parents, and students; including quarterly 40-50 page magazine, alumni web and social media sites.

TRAINING | HUMAN RESOURCE FUNCTIONS | GOVT CONTRACT RELATIONSHIP BUILDER Lead weekly DOL workshops for military personnel who are separating or retiring from service. Facilitate in a classroom setting using multiple techniques to guide group through their transitions into college, civilian or federal jobs. Content includes work/life balance changes, identifying career skills pathway, HR practices, networking, resume writing, interview skills, and negotiating. Consistently receive 5/5 survey ratings since last June on presentation style, class management and content knowledge. Part-time position with 35-50 attendees per three-day class. Leverage relationships with corporate colleagues and site leaders to share adult learning trends and best practices.