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Crystal Black

@crystalblack

Project Manager at IHG Hotels & Resorts, standardizing global learning workflows and reducing intake and governance process time by 35 days.

United States

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What I'm looking for

Looking for opportunity to grow my skills and learn new industries. Work / life balance is important.

At IHG HOTELS & RESORTS, I provide project management oversight for a portfolio of 120+ projects annually, translating business and learning priorities into plans, timelines, and stakeholder reporting.

I standardized roles, handoffs, templates, and project controls across the global learning team, defining over 30 workflows. These practices clarified decision criteria and governance, while process improvements reduced intake and governance process time by 35 days.

I also define Smartsheet workflows and reporting requirements for portfolio oversight. This work eliminated manual email notifications, retired five manual trackers, reduced reporting to two hours, and created a self-service reporting dashboard.

Earlier at IHG HOTELS & RESORTS, I designed global customer-care curricula and learning resources for new systems and loyalty program launches. Using ADDIE-based analysis and process mapping, I helped reduce loyalty support center seat time from 22 to 10 working days.

Experience

Work history, roles, and key accomplishments

Current

Project Manager, Global Learning/IHG University

Current

IHG Hotels & Resorts

Jan 2022 - Present (4 years 9 months)

Managed a portfolio of 120+ projects annually, translating business and learning priorities into project plans, coordinating cross-functional teams, and delivering stakeholder reporting. Standardized governance and workflows, reducing intake time by 35 days and improving issue resolution rates.

Project Management Portfolio Management Governance RAID Smartsheet Microsoft 365 Process Improvement Stakeholder Management

Curriculum Developer, IHG Rewards Club/Customer Experience Optimization

IHG Hotels & Resorts

Jan 2009 - Dec 2022 (13 years 11 months)

Designed and implemented global new-hire and refresher curricula for customer care environments across nine centers, reaching over 2,000 agents. Reduced seat time from 22 to 10 days through ADDIE-based analysis and process mapping.

ADDIE Curriculum Development E Learning Instructor Led Training Performance Improvement Kirkpatrick Model Train The Trainer (TTT)

Special Project: Champion Learning Technology, Global Learning Technology

IHG Hotels & Resorts

Mar 2017 - Mar 2018 (1 year)

Represented operational requirements for Reservations and Customer Care across 12 global centers during implementation of a new learning management system. Owned learning maps and led change-management activities to support testing of a future-state content strategy.

LMS Saba LMS Change Management Content Strategy Testing

Customer Care Agent, Escalation Agent, and Trainer

IHG Hotels & Resorts

Jan 2005 - Dec 2009 (4 years 11 months)

Advanced from Customer Care Agent to Senior Case Manager, handling escalations and tracking service trends. Promoted to Trainer, delivering four-week new-hire training programs and coaching to improve baseline metrics.

Customer Service Escalation Management Training Coaching Performance Assessment