1. LORY REMILLARD
949-874-1586 | loryremillard@cox.net | Dana Point, CA
Highly experienced leader with a history of loyal service and unwavering commitment to
exceptional service standards for clients and Fortune 500 companies. Through a superior
ability to problem solve, negotiate with clients and suppliers, and work efficiently, she has
consistently been tasked with increasing responsibility and leadership opportunities.
AREAS OF EXPERTISE
• Operations Management • Training & Staff Development • Client Retention
• Staff Hiring & Supervision • Staff Performance Coaching • Sales Performance
EXPERIENCE
Baker Travel Corporate Group
Lake Forest, CA
Vice President - Operations & Customer Experience 2007 – Present
• Increase client retention and agency sales production by guaranteeing highest possible
standards are met for customer service, accuracy, and client response times
• Manage hiring, on-boarding, training, and supervising all agency staff of up to 15 people
• Ensure contract terms and guidelines are met by creating client and traveler profiles in
the database
• Effectively negotiate contracts, both with clients as well as with suppliers
• Create performance reports and meet with staff individually to review areas of progress
and opportunities for improvement
Director of Operations 2002 – 2007
• Maintained client profiles to ensure contract terms, specials requests, and reward
program information were always included
• Oversaw that staff achieved individual and contractual service level and booking goals
related to telephone, quality, and productivity
• Instructed and supervised staff on proper company procedures and policies across the
organization
Office Manager 1993 – 2002
• Managed staff of 15 including daily supervision and delivery of quarterly reviews
• Ensured procedures were followed, coached staff to boost production, and met weekly
with department heads
EDUCATION
North Seattle Community College Seattle, WA
Coursework included several business classes
TECHNICAL SKILLS
• GDS systems including Sabre, Apollo, and Galileo
• General office software including Outlook and Microsoft Office products