Sales Quality Assurance

* * * * * K E S I D E D R . • FA I R F I E L D G L A D E, T N • 3 8 5 5 8

T E L E P H O N E ( 8 6 5 ) 5 6 6 2 3 9 7 • E M A I L : S Z N RU G G I E R O @ YA H O O . C O M

SUSAN L. RUGGIERO

Achievement driven, Communications Public Relations professional with outstanding

qualifications. Skillful developer of strategic communication programs that continually

surpass expectations. In-depth program management from conception to implementation

through team development and leadership skills. At ease with budget limitations, deadlines

And high pressure situations. Strong ability to influence thinking, forge strategic alliances

and build consensus.

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KEY OPERATIONAL QUALIFICATIONS

Sales & Business Development

Creative Presentation & Training Skills

Competitive Market Analysis, Development & Planning

Crisis Management & Organizational Restructuring

Staff Development & Motivation

Revitalizing Stagnant & Declining Sales

Quality Assurance & Customer Service/Retention

Self-Motivated, Energetic Team Leader & Team Player

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WORK OF EXPERIENCE

Nov. 2009-Sept. 2010 Uniquely Yours Gift & Gourmet Nook / Fairfield Glade, TN

Boutique Owner - Owner and operator of Uniquely Yours Gift & Gourmet Nook. Created

“unique” vendor style concept of operation developing recruitment and marketing program.

Created cooperative advertising campaign saturating local market in addition to developing

strategic mutually beneficial alliances with local charitable and volunteer organizations.

Accomplished goal to build brand recognition on local level while simultaneously developing

customer loyalty due to community partnering. Oversaw all operational aspects of shop such as

bookkeeping, event planning, and purchasing.

June 2010-Current Crossville Chronicle & Glade Sun / Fairfield Glade, TN

Freelance Writer/Photographer – Work on as needed basis researching

and writing articles on a variety of topics as well as supplying photographs

complimenting the articles. The Crossville Chronicle is the parent company

for smaller community weekly publications such as The Glade Sun which

focuses on highlighting “people” articles of interest to the retirement

community of Fairfield Glade consisting of over 4000 residents

Jan. 2001-Dec. 2008 Wyndham Worldwide/ Orlando, FL

Regional Rescissions Specialist

Established first on site Customer Relations Specialist office finding

resolution for highly escalated issues and recovering over 1 million annually

in sales for Nashville, TN. Monitored Quality Assurance procedures and

trained Sales staff in best practices and customer retention procedures.

Promoted to Assistant Marketing Director forecasting and monitoring tour

flow, creating & implementing corporate marketing programs in addition to

special event planning and sales exceeding budgeted goals by 35%.

Oversaw telemarketing and lead generation efforts. Negotiated OPC and

local mutually beneficial partnership agreements. Represented company

among local networking associations and with State of TN dept. of Tourism.

2008 selected to develop Rescission Recovery Dept.,a corporate specialty

team created to analyze rescission patterns, rectify “buyer’s remorse” and

other cancellation issues via creative troubleshooting resolutions while

simultaneously collecting data to implement loss prevention standards.

Responsible for communicating with site and Regional Vice Presidents

coordinating timely results, interacting on an individual basis with sales

executives of over 30 resorts in the Midwest and Southern regions

continually recovering 1.5 million plus annually in revenue.

Sept. 1995 - Dec. 2000 Market One Communications /Sevierville, TN

Editor/Feature Writer - Editor for Tennessee Golf & Travel and Vacation

Ownership Magazine. Developed editorial calendar, recruited writers,

organized distribution & circulation channels. Contributing writer on golf

industry, vacation ownership, and travel segments. Designed print

advertisements. Analyzed market(s) and strategically developed advertising

campaigns including print promotional materials, contests, special events

and trade shows…etc. to insure maximum impact of advertising monies.

Responsible for account retention and capturing new clients in the vacation

ownership industry such as Wyndham, Bluegreen and Westgate.

Aug. 1986 – Sept. 1995 Ramada Inn / Pigeon Forge, TN

Director of Sales & Marketing / General Manager – Established

company’s first Sales & Marketing department targeted specifically on

building group tour and convention/meeting business ultimately responsible

for producing over a million in sales annually. Structured and navigated

formal advertising budget pinpointing all neglected areas of potential

revenue nationwide. Oversaw convention and meeting procurement,

planning of events and implementation of events from wedding receptions

to national conventions. Promoted to General Manager increasing

productivity and efficiency by restructuring roles, establishing individual

and departmental goals, implementing training as well as personnel

achievement program. Served on committees with Pigeon Forge Dept. of

Tourism, filled role of Secretary for Ramada Southeastern Region

Association in addition to participating in various local Hotel/Motel

Association committees. Listed in 1990 Whos Who Among Hotel Motel

Professionals publication.

E DUCATION / CERTIFICATIONS

1982 Powell Valley High School, Speedwell, TN

1982-1986 East TN State University, Johnson City, TN

BS in Communications & Public Relations

Current Notary

2001-Current State of TN Timeshare Agent Certification

2001-2008 Wyndham-Century Club, Elite Club Awards

E XTRACURRICULAR ACTIVITIES

Member of Kappa Delta Sorority

Member of Professional Business Women’s Association

Member of Stone Memorial High School Cheer Booster

Volunteer with Brown Dog Foundation

1990 Whos Who Among Hotel/Motel Professionals

REFERENCES

Mrs. Kristen Hoyle-Cresson - Wyndham Resorts, Nashville, TN

Telephone: 615-***-**** Email:*******.*****@*********.***

Leon Downey - Pigeon Forge Dept. of Tourism, Pigeon Forge, TN

Telephone: 865-***-**** Email: *******@*************.***

Mrs. Kelly Riggs – Purely Clear / Knoxville Health Shoppe

Telephone: 865-***-**** Email: ***.*****@*****.***

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