Timeshare Sales Marketing and Operations professional dedicated to bringing organizations to the next phase of growth and development. Working diligently increasing tour flow, developing team members' strengths building dynamic highly performing teams who surpass company goals, streamlining operations increasing revenue.
V.P. Sale/Marketing & Operations, 07/2009
to 04/2014 Vacation Tour and Travel – Timeshare/Resort Marketing in the United States
Led 250 Resort Sales and Marketing employees in a new 25,000 square foot building
Designed and oversaw construction within a loan budget of 2% of gross revenue.
In 2009 began management of the mailings saving the company 40%.
Telemarketing grew from 4 employees on one out-bound campaign on a 5 hour a day campaign to over 250 employees on 7 shifts over 13 hours per day.
Introducing and developing Social Networking (Facebook, Craigslist, Twitter, Tumblr, Yelp, and more...)website development, community advertising and promotional events, co-managing the creation of a non-profit golf tournament raising money for college students with studies in Business, Sales, and Marketing. Improved the BBB rating from an F to a B - without help from a 3rd party reputation management company.
Reviewing weekly Profit and Loss statements. Reporting on good business unit budgets, staffing reports, market penetration, production and revenue forecasts constantly cutting the bottom 20% answering only to the President of the Company.
Developing infrastructure including writing the Company handbook, developing HR procedures, in addition to creating community awareness by use of Bill Boards, Television, Newspaper, Social Media, Job Fairs, Community Organizations, BBB, Chamber of Commerce, and five educational facilities including 3 Universities,
Hiring and training all employees in the first two years while developing a middle management staff. Created training materials and PowerPoint Presentation in addition to all employee performance tracking.
Developing and integrating inbound telemarketing and revenue generation as a first for the company.
Designing and Launch performance monitoring metrics conducting functional analysis of departments for process re-engineering and quality improvement. Some of the departments are the call center, package sales activation's, package confirmations, Customer Service, IT Management, Senior Management, in addition to the 2000 employees we processed each year.
Built and Oversaw the IT department. Internet, Intranet, web page creation, email access and management, data tables, software, servers, MUX integration.
Building operations, interior and exterior design, sub-contractor management, work space configuration, supplies, hiring and management of maintenance personnel. Fire inspections, maintenance, testing, security install of camera system and review procedures, door Locks and key inventory, 3rd party security on all doors parking lot maintenance. sprinkler maintenance, structure maintenance,iInsurance claims. etc...
Human Resources/talent management, developed hiring and training plans for new staff, resulting in 50% reduction to attrition over four years and an average of 35% improving staff productivity. Decreased employee turnover rate by 20% by developing Employee Incentive Programs. Developing manager talent lowering turnover from 118% to 58% within 24 months. Designing on-board training for new staff lowing training time from 30 days to one week. Provided council to staff on issues.
Director of Marketing, 08/2008
to 04/2009 Accumen/Grand Seas Resort/Club Navigo – Daytona Beach,
Directing and coordinating marketing activities and policies to promote solid client generation and increase tour flow.
Reviewing the financial aspects of product development, such as budgets, expenditures research and development appropriations.
Applying sales forecasting techniques and strategic planning to verify sales and profitability of sales.
Analyzing business developments and monitored market trends.
Consulting with guest services forecasting lodging and gifting inventory.
Working with the communications team to drive internal promotion of company programs, initiatives, guiding principles and mission.
Analyzing third-party data and investigating new growth opportunities.
Collaborating with developers, advertisers, and production managers to market timeshare
Identifing value propositions and key messages for all of the company's marketing campaigns.
Creating high-quality marketing strategy documentation, including product marketing briefs and FAQs.
Cultivating effective partnerships with IT, marketing, sales, OPC, and customer support staff.
Directing client development using in-depth knowledge of vendor landscape and industry insight.
Developing and implemented campaigns for email, online advertising, search engines.
Defining and tracking campaign effectiveness and adjusted strategies accordingly.
Developing company personnel policies, standard operating procedures and employee handbooks.
Developing and facilitating all new-hire orientations.
Built a comprehensive employee recruiting strategy.
Developing and enforcing company policy and procedures relating to all phases of human resource activity.
Updating key human resource metrics, including turnover and terminations, using reporting tools.
Improving customer service ratings through department consolidations.
Processing thousands of telephone and walk-in reservations per month.
Supporting CFO through personal document management, calendar organization and collateral preparation for meetings.
Assigning tasks to associates, staffed projects, tracked progress and updated managers, partners and clients as necessary.
Planning and executing events and marketing programs, producing five times target number of qualifing leads.
Assistant Director of Marketing, 06/2003
to 08/2008 Bluegreen Corporation Branson MO
Receiving many promotions from front line sales,marketing representative,call center manager,call center director to an Assistant Director of Marketing.
Placing systems into place measuring and controlling the allowable cost per tour directing the hiring, training, staffing, and implementing call center policies, procedures, goals, standards, and benchmarks to evaluate staff performance.
Designing incremental selling programs (up sell/cross-sell) increasing average revenue per client package.
Designing, implementing, and monitoring programs and incentive plans increasing performance results.
Implementing continuous process improvements for call handling increasing productivity, quality and profitability.
Directing all aspects of call flow management maintaining cost to budget requirements.
Determining target markets and developing corresponding sales and pricing strategies
Directing design, execution, tracking and reporting of all marketing programs & campaigns including database management, lead generation and qualification.
Selecting equipment, facility planning, systems design and cost control Developing and implementing quality improvement re-engineering programs to achieve greater inefficiencies and profitability analyzing sales statistics daily, weekly, monthly and annually.
Leading a comprehensive sales training for 100 staff members a week.
Serving company representative at off premise contact booths (OPC) to promote company objectives.
Resolving employment-related disputes through proactive communication.
Coordinating work activities of subordinates and staff relating to compensation, labor relations and employee relations.
Handling, disputes, and administering disciplinary procedures up to and including termination.
Representing Bluegreen at personnel-related hearings and investigations.
Transitioning an average of 20000 leads per week into thousands of paying customers.
Managing and recording all leads from outbound telephone marketing.
Prioritizing daily workflows, including all inbound call and outbound calls.
Setting weekly goals for 100 inside sales representatives.
Achieving the Top Call Center Award ( called the Gung Ho) from Bluegreen in 2006.
Answering customers' questions regarding products, prices and availability.
Writing contracts for orders obtained and submitted orders for processing.
Recording prospect contact information in three different Resort Contact management programs.
Managing a portfolio of 10,000 accounts that generating $25,000,000.00 in sales.
Surpassing annual quota by 20%.
Communicating sales promotions to customers to grow average customer base 80%
Maintaining friendly and professional customer interactions at all times.
Using role playing, simulations, team exercises, group discussions and videos.
Selecting and assigning instructors to conduct training seminars.
Planning and delivering account management training to an average of 4 account managers per week.
Reviewing daily metrics of account executives to evaluate their strengths and weaknesses.
Monitoring participant workflow and behaviors throughout the training process.
Conducting one-on-one tutoring sessions for new employees.
Administering performance reviews to evaluate each participant's progress.
Clearly communicating objectives for all lessons, units and projects.
Partnering successfully with malls, stores, hotels, and restaurants to producing client generation.
Training, coaching and mentoring staff to ensure smooth adoption of new programs.
Developing and rolled out new policies.
Increasing profits by 60% in one year through restructuring the business line.
Directing and coordinating marketing activities and policies to promote products and services.
Developing pricing strategies while balancing firm objectives with customer satisfaction maximization.
Completing quarterly forecasting and monthly financial reviews.
Working with the communications team to drive internal promotion of company programs, initiatives and guiding principles.
Targeting prospective customers by using business directories and following leads from existing clients.
Bachelor of Arts: Psychology and Religion,
Puget Sound Christian - Seattle,
Associate of Arts: General Business,
Spokane Falls Community College - Spokane,
Empowers high-performing sales team,Budget development & management, E-mail,direct mail marketing & social media, Contract negotiations, Operations management,Human resources management, Revenue & profit maximization,Event planning & execution,Creative problem solver, skilled trainer,Process improvement specialist,Pitch expert,Deadline driven,Crisis management, Public speaking talent