Customer Service Sales

MARIA VICTORIA V. STRONG

***** **** ****** **. *** 3206 Mobile: 510-***-****

Hayward, CA 94541 Email:**********@*****.***

OBJECTIVE To obtain a responsible and challenging position where my

education, experience, accomplishments and proficiency will

allow me the opportunity for personal and professional growth.

SUMMARY OF QUALIFICATIONS & SKILLS

Nine years of experience and success in Timeshare Sales Department and

Customer Service/Client Care. Work experience includes Operations and

Account Management in selling/inviting clients to attend timeshare

presentations and training team leaders to coach, develop and motivate a

team staff of 36 - 45 persons.

Excellent written and oral communication skills. Able to clearly present

information through the spoken or written word; read and interpret complex

information; talk with clients and listen well thus able to demonstrate a

high level of service delivery and prioritize customer needs.

Strong leadership and resource management skills. Able to assume a role of

authority as necessary; advocate new ideas, even when risk is involved; set

an example for coworkers; empower associates to make decisions; and provided

constructive feedback to others. Able to control my time and time of direct

reports; prepare budgets and spend money wisely; identify and fulfill

staffing needs

Exceptional interpersonal and relationship management skills as well as

influence and persuasion. Able to interact with people of different

backgrounds; promote a harmonious group working environment; display team

spirit. Able to exhibit a "can do" approach and inspire associates to

excel; develop performance standards and able to convince others in positive

or negative circumstances. Used tact when expressing ideas and opinions and

adapt presentations to suit a particular audience as well as respond to

objections successfully.

Strong organizational skills and attention to detail. Able to maintain high

standards despite pressing deadlines; to do it right the first time and

reinforce excellence as a fundamental priority.

Ability to identify problems and implement effective solutions. Able to

"read the system" and use common sense to get things done; review facts and

weigh options and identify key people to bring about change and target

specific influential people to reach goals as well as be aware of

significant contributing factors to manage change.

10 months experience in hospitals and rehabilitation centers as a Physical

Therapist to provide services that help restore function, maintain and

promote overall fitness and health, improve mobility, relieve pain, and

prevent or limit permanent physical disabilities of patients suffering from

injuries or diseases. Examines patients' medical histories and then test and

measure patients' strength, range of motion, balance and coordination,

posture, muscle performance, respiration and motor function. Also, to

determine patients' ability to be independent and to reintegrate into the

community or workplace after injury or illness. And, develop plans

describing a treatment strategy, its purpose, and its anticipated outcome.

Extensive computer experience with Windows 2000/XP and MS Office (Outlook,

Word, Excel, PowerPoint, FrontPage).

WORK EXPERIENCE

Operations Manager for Timeshare Sales Department July 2002 to May 2011

Epacific, Inc / One Global Contact Center, Inc Ortigas Center, Philippines

Responsible for leading, planning, and managing Timeshare USA and Australian

accounts of 3 Team Leaders with 36 - 45 sales agents. Maintained over-all

responsibility of the group to meet the target sales daily, weekly and

monthly. Supported business strategies and objectives through the effective

execution of processes, metrics, risk management and control activities.

Organizational Effectiveness and People Management. Managed, coached,

developed and motivated a team staff of 36 - 45 persons. Provided clear

directions for achieving the objectives. Ensured organizational structure,

work and job systems are relevant and in support of strategic direction.

People management, i.e. business commitment preparation, performance

assessment and feedback, coaching, training, career development, salary

communication, etc. Ensures that the team is adequately resourced based on

volume.

Execution and Delivery. Provided leadership over operational (processed

assessment and evaluation) performance with view to continuous improvement.

Meet Service Level Agreement (SLA) and provided monthly report to the

Business Unit head of specific Timeshare account. Maintained and monitored

operations calendar. Resolved Policy/process deficiencies. Responsible for

the service quality and excellence in sales and customer service department.

Strategic Planning. Developed business-appropriate plans and processes that

will drive the execution of strategic initiatives, programs or projects

defined by sales department.

Compliance. Ensured all compliance requirements, timeshare and federal laws

(FDNC Policy). Reviewed all separation of duties, implementations,

documentation, and improvement of training process.

Client Services Management. Managed the relationship with the client

through regular reporting, communications and interlocks, review and change

management processes and issue, and major incident reporting and resolution.

Continuous Improvement. Provided leadership over process assessment with view

to continuous improvement. Identified opportunities in areas and designs new

processes/improved solutions to enhance results and increase productivity.

Executed an average of 300 processed sales/shows in a month to hit the goal

and incentives.

Hospital and Clinical Experience as Physical November 2000 to August

Therapist 2001

Accredited Hospitals and Rehabilitation Clinics & Manila, Philippines

Centers of EAC

Provided care in a variety of settings, including hospitals, outpatient

clinics, private practices, rehabilitation centers, schools, nursing homes,

industry, home health agencies and the community. Assisted patients in

achieving optimal function and pain relief and to assist their physical

recovery and re-entry into the community, home, and work environment at the

highest possible level of independence and self-sufficiency. Worked with the

patient to develop treatment goals and an individualized treatment plan,

provided patient and family education, and performed specific therapeutic

interventions, like therapeutic exercises that are prescribed and used to

improve a patient's muscle strength, joint mobility, and cardiovascular

function. To teach self-management skills, enabling patients to modify their

individual exercise programs according to disease activity level. Trained how

to use Physical modalities such as heat, cold, electrical therapy, and

hydrotherapy are used to achieve temporary relief of pain and reduce muscle

spasm, thus preparing the patient for exercise and activity. Supported

patient independence through teaching patients to perform functional

activities safely and efficiently, including transfers to and from bed,

chair, toilet, and bathtub and approaches to using public and private

transportation, and may be involved in program planning, validation and

research.

TRAINING AND Effective Communicating Nov 2008

WORKSHOPS (One Global Contact Center, Inc, Manila

Philippines)

Communicating for Success...Everyday May 2008

(OGCC, Inc Manila)

Communicating with Confidence Apr 2006

(OGCC, Inc, Manila)

American Accent Training Jul 2002

(Epacific, Inc, Manila)

Pulmonary Rehabilitation: Conditions, Assessment Sept 1999

& Management

(EAC, Manila)

Language Stimulation Through Play : Speech and Jul 1998

Language in Children

(Pope Pius XII Conference Hall, Manila)

Language Stimulation Through Jul 1998

Play: Play Development

(St. Cecilla Hall, St. Scholastica College,

Manila)

Spasticity Aug 1997

(United Pharmaceuticals, Manila)

HONORS AND OGCC Top Manager of the Year Award - December 2010

ACHIEVEMENTS OGCC Top Manager of the Year Award - December 2009

OGCC Top Manager of the Year Award - December 2008

OGCC Top Team Leader of the Year Award - December 2006

OGCC Top Team Leader of the Year Award - December 2005

OGCC Top Team Leader of the Month Award - November 2005

OGCC Top Sales Agent of the Year Award - December 2003

Epacific/OGCC Top Sales Agent of the Year - December 2002

Epacific/OGCC Employee of the Month - August to December of

2002

EDUCATION Bachelor of Science October

2001

Major in Physical Therapy

EMILIO AGUINALDO COLLEGE, Manila, Philippines

References available upon request.

Contact this candidate