Karolyn Caridad Stuart

**** ******** ***** *******, *******, 30034 786-***-**** acgki6@r.postjobfree.com

Work Experience

Wyndham Vacation Ownership, Orlando, FL

Quality Assurance, Nov 2013 – present

• Support contact center managers and agents by listening to and monitoring sales and non sales calls.

This includes incident reports, do not call reports, meeting with department managers and special projects.

• Meeting or exceeding a minimum of 1600 minutes of phone conversation each week with a daily

requirement of 320 minutes per day.

• Provide QA managers and Sales Department managers call feedback report with detailed findings and

notes for escalation.

• Meet all call center call guidelines including service levels, handle time and productivity.

• Cross-trained and backed up other department managers.

Wyndham Vacation Ownership, Orlando, FL

Data Entry, Oct 2012 – Nov 2013

• Met monthly deadlines, and daily keying quotas. (100 leads per hour equivalent to 800 or more leads

daily), Vacation Ownership research, enrolling new members, keeping count for site submission accuracy.

• Promptly responded to inquiries and requests from prospective customers.

• Fostered an environment which encouraged continual process improvements.

• Updated customer orders from start to finish in an accurate and timely manner.

• Effective liaison between potential members and internal departments.

• Maintained up-to-date knowledge of product and service changes.

• Managed work flow to exceed quality service goals.

Wyndham Vacation Ownership, Orlando, FL

Sales Supervisor, Dec 2011 – Oct 2013

• Managed a team/s of 25-40 representatives, assured daily sales goals were exceeded.

• Assured all associates were compliant with all company policies and procedures.

• Training and development of new representatives.

• Instituted a new training program for new hires that is currently in effect "Rookie University".

• Maintained a very productive, fun, positive, and enthusiastic work environment.

• Adhered to all confidentiality requirements at all times.

• Build a team of strong Representative that were able to develop a highly empathetic client relationships

that earned a reputation for exceeding service standard goals.

Wyndham Vacation Ownership, Orlando, FL

Take Over(Closer), Aug 2009 – Dec 2011

• Met daily quota of 20 calls or more and closed at a 60% rate or higher.

• Awarded Top Closer recognition in August 2011

• Maintained knowledgeable with company's products and service changes.

• Managed work flow to exceed quality service goals.

• Trained staff on operating procedures and company services.

Wyndham Vacation Ownership, Orlando, FL

Vacation Advisor, Mar 2009 – Aug 2009

• Exceeded weekly sales quota of 8 package sales or higher.

• Great customer retention by investigating and solving customer inquiries and complaints in an

empathetic and professional manner.

• Effectively handled a high-volume of inbound and outbound customer calls.

• Exceeded service and quality standards every review period.

Education

Miami Gardens Senior High, Miami Gardens, FL

High School Diploma, Apr 1996

• 3.8 G.P.A.

• Continuing education in Business Administration Associates Degree.

Additional Skills

• Fluent in English and Spanish written and oral.

• Microsoft Outlook, Word, and Excel

• MS Windows proficient

• Some medical terminology knowledge.

• Excellent time management skills.

• Skilled Trainer.

• Effective problem solver.

• Exceptional telephone etiquette.

• Quick learner.

• Training development aptitude.

• Credit card processing.

• Mediation capability.

Contact this candidate