Ellis Hugunin
About Ellis Hugunin
Ellis Hugunin serves as the Sr. Director of Project Services at Hotel Engine, where he has implemented significant improvements in support operations and led a large team in a high-volume customer contact center. He holds a Bachelor of Business Administration from The University of Iowa and has over a decade of experience in project management and customer service roles.
Work at Hotel Engine
Ellis Hugunin serves as the Sr. Director of Project Services at Hotel Engine, a position he has held since 2022. In this role, he has implemented a department reorganization and tool automation that led to a 160% improvement in the inbound support answer rate. He manages a $10.5 million operating budget and oversees a team of over 100 employees in a high-volume, 24/7 customer contact center. Hugunin is responsible for maintaining a 250% year-over-year growth in inbound case volume, demonstrating his focus on operational efficiency and customer service excellence.
Education and Expertise
Ellis Hugunin studied at The University of Iowa Tippie College of Business, where he earned a Bachelor of Business Administration (B.B.A.) in Business Administration and Management from 2007 to 2009. Prior to this, he obtained an Associate of Arts Degree in Business Administration and Management from Kirkwood Community College, studying from 2005 to 2007. His educational background provides a strong foundation for his expertise in project services and management.
Background
Before joining Hotel Engine, Ellis Hugunin worked at Travelers Haven as VP of Inbound and Sales Enablement for 11 years, from 2011 to 2022, in the Greater Denver Area. He also gained experience as a Service Associate at Midwest One Bank for 7 months in 2010 to 2011. This diverse background in customer service and sales enablement has contributed to his current role in project services.
Technical Skills and Tools
Ellis Hugunin utilizes a comprehensive tech stack that includes Salesforce, Looker, Asana, Intercom, Confluence, Workramp, Microsoft 365, and Vonage. His proficiency with these tools supports his efforts in project management and enhances the operational capabilities of his team at Hotel Engine.