Livecareer-Resume
JC
Jessica Claire
, , 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 Current Quality Assurance Officer/Lead/MIT Club 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 02/2017 On Site Ownership Specialist Wyndham 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 02/2016 Owner Care/Resolutions – Phone Specialist Wyndham 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 02/2016 Owner Experience Specialist Wyndham 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 08/2014 Bachelors of Science | Hospitality Management University of Central Florida, Rosen College of Hospitality, Orlando, FL, GPA:
Expected in Coursework Principles of Timeshare, Guest Service Management, Strategic Management | , , GPA:
Expected in 08/2011 Associates of Arts Degree | Liberal Studies Gulf Coast State College, Panama City, FL, GPA:

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Resume Overview

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
  • Associates of Arts Degree

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