Holly Thayer Business and Enterprise Management  

Phone: 802.999.4809

Email: hothayer2@gmail.com

Address: 828 Ridgefield Road Shelburne, VT 05482

EDUCATION

Bachelor of Science, Business and Enterprise Management, Wake Forest University, Winston-Salem, NC

GPA: 3.7, Management Consulting Concentration, English Minor

SKILLS

Customer Service

Internal Audit

CRM software (Salesforce, Zendesk)

POS software (WynGuest, Opera, MindBody)

Design Thinking

MS Office

Employee Training

HIGHLIGHTS

Assessed franchise hotels $1M in unreported room revenue in one year of audits

Co-created a cross-training program for Financial Services reps to complete audit reviews

1st place in 2014 National State Farm Marketing and Sales Case Competition

Increased WVR NA Pinterest followers by 22% Represented Wake Forest in the 2012 PWC Accounting Case Competition

Organizer of creative chaos, with experience applying user-centric empathy to the product development and customer service processes.

Customer service oriented, with a background in both the hospitality and technology industries, always working to be the liaison between customers and senior management.

Refined written and oral communication skills, with experience creating customer facing content, communicating across departments, and presenting to the C-suite.

PROFESSIONAL EXPERIENCE

Support & Operations Analyst SALIDO, New York, NY Oct 2016 – Dec 2016 • Provided 24/7 technical customer support for 50+ NYC fast-casual and full-

service restaurants via phone, email, on-site installations, manager and staff trainings; communicated customer feedback to Product & Engineering

• Created copy and video content for online help center targeted towards restaurant managers and staff, as well as potential customers

Audit Associate Wyndham Hotel Group, Parsippany, NJ Jul 2015 – Oct 2016 • Collected and analyzed data to detect fraud and non-compliance with

franchise agreements during 500-600 Nightly Transmission (NT) audits per quarter and 5 on-site audits per month

• Monitored Hotel Audit Services inbox and responded to inquires from Hotel Group Legal, Billing, Collections and Operations, as well as franchise owners and general managers

Revenue Management/ Marketing Intern Wyndham Worldwide, Parsippany, NJ Jun 2014 – Aug 2014 • Created the structure of the first ever Wyndham Vacation Rentals North

America (WVR NA) Partner Discount Program by analyzing historical data regarding location specific promotions and discounts

• Developed and executed the WVR NA Pinterest strategy • Researched generational trends with 5 other interns; presented marketing

initiatives to Wyndham Worldwide senior leadership team

Project Management Intern New York Life Insurance, New York, NY May 2013 – Aug 2013 • Created weekly Project Portfolio Overview to be distributed to senior

management of Retail Annuities business • Compiled and prioritized Millennial career preferences to aid senior level

panelists in a “Generational Differences in the Workplace” event • Designed a mobile app template to enhance Agency Training &

Development with 5 interns; presented initiative to senior management