Catherine Stuart
Green Point
Summary
Dynamic leader with a proven track record at The Crane Resort, excelling in employee development and client relations. Expert in MS Excel, I implemented innovative solutions that enhanced productivity and streamlined operations. My commitment to mentorship and process improvements fostered high-performing teams and elevated customer satisfaction.
Overview
30
30
years of professional experience
Work History
Director Owner Services
The Crane Resort
10.2017 - 03.2025
- Developed high-performing teams by providing a positive work environment, individual mentorship, guidance, and opportunities for professional growth.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Optimized staff performance by designing and delivering comprehensive training programs company-wide, tailored to individual departmental needs.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
- Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.
- Provided detailed business requirements to programmers for development of proprietary software for customer access to their accounts and personal information.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Senior Club & Resort Services Manager
The Crane Resort
06.2013 - 10.2017
- Managed the creation of the Owner Services Department, combining staff from Accounts and Member Reservations Departments.
- Developed workflows and processes to provide efficiencies to tasks.
- Created a positive work environment with clear communication channels, regular feedback sessions and opportunities for professional growth.
- Developed strong relationships with clients, ensuring clear understanding of rules and long-term satisfaction.
- Introduced process improvements that led to faster resolution times for customer issues without sacrificing quality or attention to detail.
- Proactively sought interdepartmental resolutions to on-going issues and maintained communication across departments.
- Continued to provide support and development updates to proprietary software for inventory management.
Residence Club Officer
The Crane Resort
07.2006 - 06.2013
- Managed client ownership history and account information, tracking and reporting on all transactions.
- Resolved guest issues and maintained customer satisfaction.
- Designed and communicated business requirements to a programmer for development of a proprietary software to manage available inventory, track all sales, points, and other transactions.
- Set up billing information and contacted clients with past due accounts successfully recovering upwards of 80% of delinquencies.
Various Positions
Merck-Medco / Medco Containment
06.1995 - 01.2005
- Learned and adapted quickly to new technology and software applications.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed tools for Account Managers to use to analyze client information and provide recommendations.
- Provided internal training to Account Management teams on using the tools developed and analyzing program results.
Education
BBA - Management And Finance
St. Bonaventure University
Olean, NYMasters Certificate - Commercial Real Estate Finance
New York University
NY, NYMaster Certificate - Revenue Management
Cornell University
Cornell, NY01-2019
Skills
- MS Excel - expert level
- MS Office
- Excellent Verbal and written communication
- Employee development, coaching & mentoring
- Leadership development & training
- Strong client relations and customer service
- Analytical thinking
- Process improvements
- Development of efficiencies
Accomplishments
- Published in Commercial Real Estate Journal reviewing new financial software product
- Design of proprietary software for inventory control at The Crane Resort
- Opened, managed and successfully operated a restaurant and bar (ongoing operation)
Former Volunteer EMT
Volunteered for a local ambulance service in New Jersey after successfully completing a 6 month training program. With an average 4-6 minute response time, the team provided exceptional life-saving service and operated free of charge for the residents of the town, relying solely on donations.
Timeline
Director Owner Services
The Crane Resort
10.2017 - 03.2025
Senior Club & Resort Services Manager
The Crane Resort
06.2013 - 10.2017
Residence Club Officer
The Crane Resort
07.2006 - 06.2013
Various Positions
Merck-Medco / Medco Containment
06.1995 - 01.2005
BBA - Management And Finance
St. Bonaventure University
Masters Certificate - Commercial Real Estate Finance
New York University
Master Certificate - Revenue Management
Cornell University
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