Sales Customer Service

DEBRA LEACH

***** *** ***** *****, #***

Bonita Springs, FL 34135

Home: 239-***-**** Mobile: 949-***-**** e-

mail:abkgw1@r.postjobfree.com

EXPERIENCE

BOUTIQUE CLUB INTERNATIONAL, NEW YORK

Project Manager

October 2007 - June 2010

. Wrote and compiled core business documents for growing Private

Residence Club and Resort sales and marketing firm.

. Coordinated production and preparation of Business Plans for new

properties, including short and long term sales, marketing and

management strategies, operations, employee and affiliate manuals for

corporate umbrella as well as for individual client properties.

. Established and oversaw consistency of image and messaging standards

at multiple properties during all sales and marketing phases, through

on-site management and coordination of multi-media communications and

campaigns.

. Coordinated and facilitated ongoing and effective communication with

client properties and development partners.

. Conducted, prepared and presented market research for Luxury and

Resort properties.

. Scheduled the project in logical steps and budget time required to

meet deadlines.

. Planned, organized, and directed activities concerned with the

construction and maintenance of structures, facilities, and systems.

TLC VISION, NEWPORT BEACH, CA

Call Center Manager

May 2007 - August 2007

. Hired, managed and mentored team of Call Center associates whose

primary responsibilities were to schedule and assist current and

prospective patients for refractive surgery.

. Created and implemented individual and group training programs to

ensure continuous learning.

. Worked with the Director of Marketing to review marketing initiatives

and marketing trends from a variety of marketing campaigns and the

effect the Call Center had on them.

. Coordinated mailings and subsequent follow up for our affiliate doctor

and patient referral database.

. Managed relationships between the Call Center and all Eye Care Center

Executive Directors and staff.

. Created and implemented an associate one-on-one training protocol and

Reward and Recognition Program.

. Worked directly with Directors of different departments. Responsible

for increased percentages of patients scheduled for surgery per

location on a monthly basis.

. Conferred with customers by telephone or in person in order to provide

information about products and services, to take orders or cancel

accounts, or to obtain details of complaints.

. Kept records of customer interactions and transactions, recording

details of inquiries, complaints, and comments, as well as actions

taken.

. Checked to ensure that appropriate changes were made to resolve

customers' problems.

. Contacted customers to respond to inquiries or to notify them of claim

investigation results and any planned adjustments.

. Solicited sale of new or additional services or products.

MARRIOTT'S NEWPORT COAST VILLAS, NEWPORT COAST, CA

Senior Sales & Marketing Manager

January 2001 - May 2007

. Evaluated the efforts, talent and influential energy necessary to

drive revenue to achieve our annual budget of over $100 Million.

. Recruited, interviewed, hired, trained and mentored incoming Sales

Associates joining the company.

. Developed and implemented reports and program analysis for Project

Director of Marketing and Director of Sales with key trends, marketing

costs and marketing program performance relating to room blocks and

all other marketing programming.

. Worked directly and daily with Director of Sales, Sales Managers, over

50 Sales Associates and Clients, as well as outside partnerships.

. Maintained regular contact and communication with Call Center partners

relative to the needs of the business.

. Provided room block operating statistics and financial information

including budget analysis on all current and proposed room blocks.

. Created reports pertaining to room availability, room costs and room

utilization at partner hotels.

. Analyzed statistics relating to show factors across all marketing

programs, guest tour trends and customer service trends to drive guest

tours, increase revenue and reduce cost.

. Negotiated and facilitated room block contracts with partner hotels

based on current and projected budget needs.

. Coordinated additional marketing projects as requested by Project

Director and Director of Marketing.

. Managed site marketing administrative team, including Site Reservation

Coordinators, Sales and Marketing Coordinators and Inbound Guest

Services Representatives.

. Worked and partnered with designers on Marketing collateral for site

marketing programs.

. Maintained direct interaction and coordination with mail house vendors

for mailing programs and campaigns.

. Worked directly with Director of Sales to review and enhance current

sales trends and implement best practices. Reviewed, signed and

notarized transactional contracts for clients (direct interaction with

clients).

. Reviewed and analyzed billing statements for accuracy and compliance

to agreed-upon rates and balance to monthly expense budgets.

. Identified needs of the business and determined how to meet such needs

and exceed expectations while partnering with others.

. Listened to and resolved customer complaints regarding services,

products, or personnel.

. Monitored sales staff performance to ensure that goals were met.

. Hired, trained, and evaluated personnel.

Marketing Manager

January 2000 - January 2001

. Recruited, interviewed and hired incoming Marketing Associates.

. When necessary, terminated Marketing Associates based on performance,

company infractions, etc.

. Managed and worked with Sales and Marketing Coordinators to complete

site-reliant mailings from databases to maximize tour generation.

. Worked directly with clients scheduled for their sales presentation.

Managed Front Desk Manager and associates; provided leadership and

training relative to guest experience.

. Managed room block locations for Call Center and site-reliant Preview

tours relative to project budget.

. Worked with partner hotels' Revenue Management and Front Desk

management teams to address room blocks, guest tour generation and

customer service related issues.

. Audited and reported on all room charges, negotiated room rates, taxes

and no-show costs.

. Interfaced directly with Director of Marketing on special projects and

custom reports relative to the goals of the project.

. Managed on-site Reservation Coordinators and ensured fulfillment of

Day and Preview tour goals relative to site-reliant budget.

Administrative Marketing Coordinator

January 1998 - January 2000

. Managed and maintained balanced tour waves relative to project goals

and budgets.

. Facilitated communication with Call Center concerning tour generation

and related issues.

. Reported marketing program trends and areas of opportunity to Project

Director and Director of Marketing.

. Created and maintained Efficiency Reports, Tour Pipeline, Tour

Calendar, Show Factor and Cost Reports.

Executive Assistant to Project Director

July 1995 - January 1998

. Solely responsible for coordination of Project Director's travel and

meeting schedule.

. Formed a business partnership with Project Director to support the

overall goal(s) of the project and team.

. Responsible for all internal and external communication relative to

the project.

. Gained knowledge and understanding of business and trends, and gave

input on project objectives.

. Gained invaluable insight concerning all aspects of company specific

computer system through hands-on experience.

. Gained understanding of the importance of confidentiality and

discretion relative to the role that the Project Director played.

. Utilized all office programs such as Word, Excel, PowerPoint and

Outlook as well as all office machinery.

AWARDS

. Award of Excellence recipient (Associate of the Year) (2000)

. Marketing Associate of the Year (1999)

. Sail Beyond Nominator of the Year (Recognition Program) (2000)

. Sail Beyond quarterly recipient (1999, 2000) (Recognition Program)

SKILLS

. Proficient with Word, Excel, Outlook, PowerPoint and Owner Database

Programs.

. Experienced in developing customized reports based on need.

. Highly developed interpersonal and management skills.

. Strong negotiation and diplomacy skills.

. Experienced managing multiple associates; comfortable with all facets

of interviewing, hiring, training, coaching, counseling and

termination when necessary.

. Contributed to the team culture with an upbeat attitude and

approachable demeanor.

. Strong work ethic, extremely loyal with an excellent attendance

record.

. Self-starter with ability to learn independently with minimal

guidance.

. Ability to work under deadlines and make spontaneous changes when

necessary.

. Comfortable speaking in front of large groups and interacting with

small groups.

. Very comfortable working with people, open to constructive criticism.

. Ability to get to the bottom line and communicate information that

needs to be shared.

. Experienced in implementing new ideas and strategies and sought input

from my team to create a better end result.

. Experienced managing the Front Desk and addressing guest issues and

concerns.

. Considered to be a "go to" person.

. Excellent sense of humor!

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