1. LAURIE E. HOSKEN
12433 North 42nd Drive, Phoenix, AZ 85029
(602) 595‐6101  laurie.hosken@yahoo.com
www.linkedin.com/in/lauriehosken
Facilitator / Trainer
Customer relations specialist and strategic problem solver with the ability to identify improvement areas to
create and implement cohesive systems through the use of clear communications, policy development, and
training initiatives. Unique ability to transform hard‐to‐decipher written materials into bite‐sized nuggets
that resonate with targeted audiences. Talented English‐Spanish translator who uses cultural awareness to
go beyond merely changing words to ensure that the intended meanings are maintained and relevant.
Areas of Experience
Corporate Communications  Training & Mentoring  Vendor Relations
Account Management  Contract Negotiations  Cost Controls  Site Supervision
Policy & Systems Creation  Event Coordination  Writing / Editing
Professional Experience
AMERICAN AUTOMOBILE ASSOCIATION, Phoenix, AZ 2010–Present
50‐million‐member motor club and leisure travel organization serving North America.
Sourcing Specialist
Tasked with bringing past‐due accounts present through working with vendors and customers on
outstanding accounts receivable and renewals. Collaborate with various departments to acquire approvals
and submit purchase orders. Report to Director of Strategic Sourcing.
Key Accomplishment
▪ Successfully completed 80 renewals across six‐month timeframe, bringing all current and
transforming record keeping with development of spreadsheet to use moving forward.
WOMEN OF VISIONARY INFLUENCE, Phoenix, AZ 2009–Present
Membership organization for women providing mentoring, leadership, and educational opportunities.
Vice President of Programs
Manage local chapter’s social media presence, book and promote monthly speakers based on member
interests, and facilitate portions of meetings. Coordinate presentation materials with speaker and site
representative.
Key Accomplishment
▪ Leverage social media connections to secure top‐level speakers, expanding group’s brand and
building new relationships in the process.
DHL, CA / AZ 1995–2009
Offers integrated services and tailored, customer‐focused solutions for managing and transporting letters,
goods, and information.
Vendor Manager, Scottsdale, AZ (2001–2009)
Managed maintenance contracts for all hardware across 600‐site North American enterprise, coordinating
communications with 12 vendors. Ensured contracts, service‐level agreements (SLA), and accounts payable
were complete and accurate as single point of contact for company. Reevaluated vendor contracts at one‐,
two‐, and three‐year points.
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2. LAURIE E. HOSKEN www.linkedin.com/in/lauriehosken
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DHL (continued)
Key Accomplishments
▪ Positioned company to save on service costs as primary member of decision committee to secure
and negotiate cost‐effective arrangements with vendors.
▪ Minimized downtime when equipment needed servicing through efficient communications to repair
equipment within hours as opposed to days.
▪ Instrumental to ensuring strategic downsizing, identifying which sites should close first and
maintaining conversations with vendors throughout efforts to continue contracts with smallest
viable quantities.
▪ Recognized by vendors as highly responsive and efficient, improving communications and
coordinating accounts payable.
Web Documentation and Communication Specialist, Redwood City, CA (1997–2001)
Recruited to position based on proven writing ability. Drafted policies for ground operations manual, acting
as liaison with field representatives across all U.S. sites to create one cohesive blanket policy. Maintained
corporate Web site and wrote weekly field‐service alerts.
Key Accomplishments
▪ Ensured that communications reached targeted audiences through e‐mail notifications and Web
alerts, securing buy‐in across levels of management.
▪ Maintained consistency of SOP across 280 sites with creation of comprehensive ground operations
manual.
▪ Increased transparency of communications with all field‐service representatives by writing and
sending regular results reports.
Interline Travel Manager / Customer Service Representative, Redwood City, CA (1995–1997)
As liaison with pass bureaus of sister airline companies, processed flight requests for more than 10,000
employees as company benefit program. Wrote specific policies for each airline, strategizing with each
associate to identify best times to travel to maximize time and discounts. Secured and distributed tickets and
tracked payments. Facilitated communication via Web site, phone, and e‐mail.
Key Accomplishments
▪ Leveraged connections with airline representatives to secure last‐minute travel for employees to
reach destinations due to funerals and other immediate needs.
▪ Increased employee awareness of flight benefits with creation of interline manual of all parameters
and requirements.
Additional Experience
Training Coordinator / Call Center Supervisor, WESTERN AIRLINES, San Francisco International Airport, CA
Bilingual Clerk II, CALIFORNIA DEPARTMENT OF MOTOR VEHICLES, Mountain View and Redwood City, CA
Education
M.A.O.M., Organizational Management, UNIVERSITY OF PHOENIX, Phoenix, AZ
B.A., Industrial / Organizational Management, SAN FRANCISCO STATE UNIVERSITY, San Francisco, CA