Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

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.

  • Communication skills
  • Innovation and creativity
  • Leadership and employee training
  • Presentations
  • Quality assurance processes
  • Time management
  • Relationship building
  • Computer skills
  • Organizational skills
  • Troubleshooting
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:

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy


Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score
could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:


resume Strength

  • Formatting
  • Length
  • Measurable Results
  • Personalization
  • Strong Summary
  • Target Job

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


  • Manager in Training (MIT) Program
  • Bachelors of Science
  • Coursework Principles of Timeshare, Guest Service Management, Strategic Management
  • Associates of Arts Degree

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in: