Marilyn Zhao

Marilyn Zhao Address: 6724 Boccelli Ct, Las Vegas 89139, United States Phone number:-Email address:- Profile Experienced Corporate Leader with expertise in business strategy, performance improvement, financial management, and contract negotiations. Skilled in customer service, operations management, and database management. Proficient in project management and fluent in English and Mandarin. Seeking a Director Operations position to utilize my diverse skill set and drive business success. 02/2024 – 01/2025 Work experience Corporate Director Member Engagement Las Vegas, United StatesHilton Grand Vacations Spearheaded the development and implementation of innovative club engagement strategies resulting in a 25% increase in member participation Established strong relationships with key stakeholders to facilitate seamless communication and collaboration among club members Led a team of 10 employees in organizing successful networking events, conferences, and educational workshops for club members Implemented data-driven decision-making processes to track and analyze member engagement metrics, resulting in improved retention rates and overall member satisfaction Developed policies, procedures, training programs, and collateral materials Cultivated positive interdepartmental relationships to enhance service delivery Provided exceptional leadership that supported business strategy Managed daily operations to ensure tasks were completed efficiently and within set turnaround times Implemented comprehensive training, coaching, and mentoring for team members to promote growth and cross-training Monitored and evaluated team performance through training and performance assessments Conducted ongoing analysis to align staffing needs and skillsets with new program requirements. 05/2021 - 02/2024 Corporate Director of Club Operations Las Vegas, United StatesHilton Grand Vacations Developed short and long-term plans for the department to align with business strategy, implemented process improvements, enhanced human resource capability, and provided organizational support Oversaw daily operations and managing a team of 30 employees and ensuring all departmental goals were met on time and within budget Established strategic goals for operational efficiency and productivity Developed, implemented, and monitored day-to-day operational systems and processes for key initiatives Built and maintained relationships with department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals Work experience 10/2017 - 05/2021 Planned, monitored, and analyzed key metrics for day-to-day operations performance to ensure efficient task completion Devised strategies for enterprise-wide program growth, implementing process improvements to maximize output and minimize costs Upheld organization policies and standards, ensuring compliance with legislative regulations Developed and executed comprehensive training programs for club staff resulting in a 10% reduction in turnover Oversaw budgeting and financial reporting processes, achieving a 10% reduction in operational costs while maintaining high-quality services. Corporate Operations Manager Las Vegas, United StatesHilton Grand Vacations Managed and supervised multiple teams including business development, member communication and marketing, sales/agent support, social media, contract management, and department administration Established policies and procedures for customer correspondence and complaint handling in collaboration with Senior Vice President to ensure consistency across all teams Collaborated with other business departments (Sales, Marketing, Technology, Finance, etc.) to maintain positive working relationships and enhance overall customer service standards Worked with department managers/supervisors to define responsibilities and establish key performance indicators/goals for optimal operation of the contact center Generated departmental performance reports using various systems, created new systems for streamlined data collection, and produced statistical reports based on business needs Conducted regular performance evaluations and provided ongoing training and development opportunities to enhance employee skills and increase overall team performance. Managed a team of 30 employees, providing leadership, training, and performance evaluations to ensure high productivity and efficiency within the operations department. Streamlined processes and procedures to improve workflow, resulting in an increase in overall productivity. 10/2015 - 10/2017 Manager of Business Development Las Vegas, United StatesHilton Grand Vacations Led negotiations with vendors and established relationships to define deliverables within budget Implemented and managed vendor contracts and agreements Oversaw logistical requirements for project management Defined and executed marketing campaign strategies and online presentations to optimize sales and product delivery Developed comprehensive product launch plans, including internal and external communication strategies Provided guidance and support to the Programs team for fulfillment and delivery processes Served as a liaison between the business and IT teams to ensure clear communication of requirements and deadlines Monitored and reported regularly on the progress of Club products Devised strategic plans to promote business objectives and exceed sales goals Conducted consumer reviews through surveys and feedback methods to gather information on member acceptance and potential product enhancements Work experience 10/2014 - 10/2015 Developed and implemented strategic plans to drive revenue growth and expand market share in targeted industries Identified and nurtured relationships with key decision-makers and stakeholders to secure new business opportunities Led cross-functional teams in successful product and service launches, resulting in increased profitability and client satisfaction Analyzed market trends and competitor activities to inform business development strategies and drive continuous improvement initiatives. Corporate Accounting Trainer Las Vegas, United StatesHilton Grand Vacations Led comprehensive training sessions for accounting needs within technology and resort operations departments Established a new Front Office Support team and email system to address accounting and operations issues across all US resorts Developed and implemented a standardized USA Accounting Training Manual for financial training materials and policies Contributed to the implementation of night audit Phase 2 at all US resorts Traveled monthly to each resort to deliver hands-on training to front desk team members and managers Planned, executed, and assessed training and development for a new training program Collaborated with department heads to identify training needs and determine optimal training methods Supported Resort Operations Accounting Team and Front Desk Teams in meeting accounting program requirements Worked with the Technology Team to address and eliminate preventable support issues Equipped resort team members with the knowledge and tools required for daily job functions Conducted comprehensive workshops on complex accounting principles and software systems, resulting in a 15% improvement in employee proficiency Mentored and coached accounting team members to enhance their technical skills and facilitate career growth within the organization Collaborated with senior management to assess training needs and identify opportunities for continuous improvement in accounting practices and procedures 09/2012 - 10/2014 Corporate Accounting Supervisor Las Vegas, United StatesHilton Grand Vacations Led the development and implementation of a new night audit process as a key member of the front office council Trained, communicated, and supported all North America resorts in operations and accounting functions Managed and supervised a team of ten Staff Accountants and over forty resorts Reviewed and posted monthly journal entries, conducted monthly balance sheet reconciliations, and authorized checks and wire transfers Ensured accuracy and compliance of financial statements with regulations Streamlined workflow processes to optimize efficiency, productivity, and staff development Processed and approved bi-weekly payroll for department staff Recruited, trained, scheduled, and provided feedback to employees, including conducting performance evaluations and making compensation recommendations Fostered a work culture centered on open communication, teamwork, and Work experience goal achievement Contributed to the development and implementation of goals, objectives, policies, and priorities for assigned areas of responsibility Maintained and improved accounting internal control processes and served as the final approver for all Item Master system set up functions Established strong collaborative relationships with various departments within the organization. Skills Strategic planning Professional Budget management Professional Process improvement Professional Team leadership Professional Financial Management Professional Contract Negotiations Professional Database Management Professional Project Management Professional Mandarin Full Strengths Strategic Planning, Effective Communication, Problem Solving, Team Leadership, Process Improvement, Time Management 01/2021 Awards Champion Club Winner Diamond Resorts Champion Club Winner award, issued by Diamond Resorts, recognizes individuals who have consistently demonstrated exceptional performance, dedication, and leadership within the organization. This prestigious accolade highlights their commitment to excellence and sets them apart as a true champion in their field. Hobbies Exploring new places Capturing moments from the adventures Discovering new eating spots