, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Smart, focused, and responsible Quality Assurance Lead with more than 7 years of expertise developing top-notch skills in Owner Servicing and Sales retention. An excellent eye for detail and a knack for devising and establishing effective quality procedures, standards, and compliance. Highly effective in working with customers, peers and site Leadership.
Skills
Communication skills
Innovation and creativity
Leadership and employee training
Presentations
Quality assurance processes
Time management
Relationship building
Computer skills
Organizational skills
Troubleshooting
Experience
02/2017 to CurrentQuality Assurance Officer/Lead/MITClub Wyndham Grand Desert | City, STATE,
Displayed above standard work ethic by accomplishing tasks with pride and integrity.
Maintained up-to-date knowledge of company and federal regulations to drive product quality, consistency and compliance.
Encouraged innovation and creativity amongst team members and on-site partners.
Addressed opportunities to achieve results in sales retention and Owner servicing.
Maintained strong relationships with Site Leadership and Corporate partners to resolve contract concerns.
Created and implemented various team logs to effectively manage SRIFs, Suspense, Trade Holds, and Document updates.
Demonstrated consistency in program applications and shared knowledge with QA team to deliver Customer Obsession standards
Reviewed contract documents with owners/new owners to ensure accuracy and understanding.
Demonstrated confidence when addressing contract concerns with sales team.
Identified and communicated sales trends that are negatively impacting the site to Leadership.
Provided on-site training and education to sales staff on program features and closing process.
Participated in personal and professional expansion on career/leadership development.
Troubleshot software and technological issues and fixed problems.
Collaborated closely with Business Ops to promote team-oriented approach in daily activities.
02/2016 to 02/2017On Site Ownership SpecialistWyndham Vacation Ownership | City, STATE,
Supported Sales Managers/Reps and QA with WVR program education and sales retention.
Engaged new owners by booking first reservations using Club Wyndham points.
Reduced site rescission rate by an average of 7% over a 6 month period.
Assisted Resort Operations staff with owner issues or guest compensation.
Provided Corporate presence and established company standards and policies on site.
Created and updated logs and spreadsheets detailing latest information regarding booking success and vacation trends.
Utilized expertise in Mainframe/TRIP/Contract Standards to produce on site education to Owners and site Leadership.
Served as liaison between certain departments to implement new improvement plans and changes.
Identified needs of customers promptly and efficiently.
10/2014 to 02/2016Owner Care/Resolutions – Phone SpecialistWyndham Vacation Ownership | City, STATE,
Utilized service recovery skills to de-escalate issues in order to preserve revenue streams from satisfied Owners.
Resolved poor experience by offering program education or appropriate compensation.
Investigated claims using contract research and internal partners to seek resolution.
Studied Sales Compliance Manual and Contract Standards to recognize escalated issues.
Drove conversations to achieve consistent results in Owner Services.
Managed customer expectations by clarifying needs, identifying options and recommending ways to optimize ownership.
Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.
Documented conversations with customers to track requests, problems and solutions.
Cross-trained on Club Wyndham/Discovery, Ovations, WBW, and Shell product in order to provide skilled back-up for Owner Servicing teams.
08/2014 to 02/2016Owner Experience SpecialistWyndham Vacation Ownership | City, STATE,
Established SME in WVR product knowledge and communication skills.
Served as main point of contact for Owners, answering questions and responding to emails while delivering COM! Service to Owners primarily over the phone.
Empowered to handle varied requests, compensation, inquiries and audits of account information.
Navigated systems such as Mainframe, Wyndham Wise, ClientApp and CDC/Wyntracker.
Dealt with complex concerns and developed successful resolutions satisfying business requirements and customer needs.
Collaborated with Corporate Leadership and content contributors to build optimization strategies and behaviors.
Education and Training
Expected in Manager in Training (MIT) Program | Quality Assurance, Las Vegas, NV, GPA:
Expected in 08/2014Bachelors of Science | Hospitality ManagementUniversity of Central Florida, Rosen College of Hospitality, Orlando, FL, GPA:
Expected in Coursework
Principles of Timeshare, Guest Service Management, Strategic Management | , , GPA:
Expected in 08/2011Associates of Arts Degree | Liberal StudiesGulf Coast State College, Panama City, FL, GPA:
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School Attended
Quality Assurance
University of Central Florida, Rosen College of Hospitality
Gulf Coast State College
Job Titles Held:
Quality Assurance Officer/Lead/MIT
On Site Ownership Specialist
Owner Care/Resolutions – Phone Specialist
Owner Experience Specialist
Degrees
Manager in Training (MIT) Program
Bachelors of Science
Coursework
Principles of Timeshare, Guest Service Management, Strategic Management
