Sales Customer Service

RAYMOND MARK LALIBERTE

** ***** **** • Osterville, MA 02655

508-***-**** or (34-630****** • ************@*****.***

SALES MANAGEMENT

Accomplished professional, consistently recognized for achieving company objectives, and ability to develop

sales strategies to propel company growth. Skilled at managing an array of cross-functional professionals

while creating strategic solutions to challenges. Superior interpersonal and leadership development skills,

capable of resolving multiple and complex issues, while motivating staff to perform at their highest level.

Proven ability to successfully analyze critical business requirements, identify deficiencies and potential

opportunities, and develop innovative and cost-effective solutions for enhancing competitiveness, increasing

revenues and improving customer service offerings.

Core Competencies

Organizational Leadership • Sales & Marketing • Operations Management • Financial Oversight. Negotiation &

Presentation Skills• Customer Service • Revenue Generation • Problem Resolution • Staff Recruitment •

Inventory Control • Collections • Strategic Planning & Implementation • Staff Management • Quality Control •

Relationship Building

PROFESSIONAL EXPERIENCE

Diversified Resorts Ltd., Malaga • Spain 1999- Present

Business Director of Resorts Operations

Directed operations incorporating eight resort properties with three separate sales centers, comprising of over

1200 multiuse vacation units/apartments located in Southern Spain. Managed over 150 multi lingual sales,

marketing, management and administration staff. Coordinated and developed sales products, programmes

and marketing strategies to accomplish budgeted objectives. Performed inventory control, oversaw software

development and implementation as well as product and presentation development. Managed budget

preparation and production as well as pricing and cash flows. Full Financial oversight of all aspects of the

operation, verified all management information including, marketing cost reports, payroll and Group

management accounts. Developed support systems to provide sales force with information and expertise to

increase sales performance on all lead sources. Created reporting structures and job descriptions and revised

compensation packages for all sales, marketing and administration personnel.

Key Highlights:

Responsible for the sale and completion of over 500 million Vacation Club Points (over 23,000

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inetrvals) between the on-site and off-site sales operations.

Responsible for generating over £127 million in revenue between the inventory acquisitions, resort

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services and management fee income.

Exceeded volume and profit objectives and increased net contribution/profit by 30% by increasing sales

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and reducing operational costs.

Recovered over £230,000 annually by streamlining the surrender and collection process for RCI Points

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and weeks.

Successfully developed a highly motivated, performance focused and accountable sales, administration

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and management force committed to delivering maximum efficiency for each site, marketing program

and lead source.

Implemented a disciplined and meticulously executed customer sales process for all sales

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presentations.

Created and implemented standard budget formats which improved accuracy of budgeted forecast.

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Reduced overall cancellation rates by over 20% and increased movement of inventory per transaction by

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35%, enabling the company to exceed minimum purchased requirements by introducing developer

points and weeks in both the onsite and off-site markets.

Created and Introduced new product lines, which assisted the company form strategic alliances with

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international vendors, and added additional value to every transaction which rejuvenated the

membership base.

Assisted in the development and launch of Vacation Points in Europe.

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Assisted in the creation and implementation of bespoke management system to track all aspects of the

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operations.

Maintained the largest RCI Point’s vendors title in Europe since the inception in April 1999 generating

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over 3000 new memberships per year.

Member of the executive management team developing and implementing growth strategies, which

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resulted in year on year revenue increases.

Improved corporate image by building company's reputation by ensuring customer satisfaction levels

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exceeded expectations at all times.

Increased management fee-paying members from 12,000 to 35,000.

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Represented company at trade shows and industry conferences.

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Ability to analyze and isolate key sales issues and implement the changes needed.

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Diversified Resorts Ltd., Malaga • Spain 1998 - 1999

Project Director – Crown Resorts Marketing

Oversaw daily operations of five resort properties (Crown Resorts Group), employing 60 multi lingual sales

staff. Developed and implemented policies and established short and long-term goals for the property.

Implemented the reorganization all onsite functions including sales, marketing, collections, quality control,

inventory control, pricing and presentation strategies, purchase incentive programmes, contracts processing,

administration and financial controls. Recruited and trained all sales and management personnel.

Key Highlights:

Introduced a standardized presentation for all points sales and expanded in-house lines to include

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French, Finnish, German, Italian and Russian.

Increased sales by 28%, consolidated contribution/ profit by 35% and reduced cancellation by 30%.

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Introduced developer points and weeks into the International Markets and throughout the in-house

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operations.

Global Marketing Europe, Malaga • Spain • France 1993 – 1998

Project Director – Sahara Sunset Club – Marina Baie Des Anges

Managed all resort operations, incorporating two resort properties with two separate preview centers,

consisting of 300 multiuse apartments located in Southern Spain and France. Coordinated and developed sales

programmes and marketing strategies to ensure budgeted objectives were met, which exceed £7 million

annually. Performed inventory control, oversaw product development, prepared budget and production and

managed pricing and cash flows. Created compensation structures, monitored and controlled costs associated

with all aspects of the operation and verified all management information, including marketing cost reports,

payroll and management accounts. Recruited all sales and management personnel.

Key Highlights:

• Introduced a standardized presentation for the Global Vacation Club and created all sales support

materials.

• Created equity increase program for points sales conversions and successfully launched the Global

Vacation Club in France at Marina Baie Des Anges.

• Setup all aspects of the operations in France, sales, marketing, collections and administration.

• Increased sales by 33%, consolidated contribution/ profit by 30% and reduced cancellations by 20%.

Global Marketing Europe, Nottingham • England 1989 - 1993

Salesman – Take Over Manager – Sales Manager – Venue Director

Identified potential customers in the sales zone and developed the presentation process to achieve goals.

Formulated all sales policies, practices and procedures. Established, maintained and fostered relationship with

both new and existing clients to encourage repeat business opportunities. Coordinated proper company

resources to ensure consistent sales results. Served as Venue Director, oversaw all aspects of the off-site

operation, including management and motivation of four sales managers, sixty sales representatives and five

administration staff.

Key Highlights:

• Recognized as Top salesperson in January, July, August and October 1989 with closing rates exceeding

32%.

• Received Top Salesperson award in 1990 out of 400 sales associates, closing over 35%.

• Promoted to Take Over Manager in 1991.

• Promoted to Sales Manager in 1992.

• Promoted to Venue Director in December 1992.

• Relocated the entire operation to Rehill.

Global Marketing Incorporated, Mashpee • MA 1984 - 1988

Salesman / Sales Manager - South Cape Resort and Club / Cathedral Ledge Resort

EDUCATION AND CREDENTIALS

Business Management and Interpersonal Communication, 1982-1984

Cape Cod Community College, West Yarmouth

Social Media and Marketing Cape Cod Community College

Social Media for Business Guy Levine / London England

Digital Marketing and web deign Guy Levine / London England

Personality Profiling Technology Tom Goetschius / Spain

The Guest Experience Tom Goetschius / Spain

Establishing a Foundation for Effective Management Tom Goetschius / Spain

Train the Trainer Shelly Associates / England

Master Hiring Guidelines Shelly Associates / England

Interpersonal Communication Cape Cod Community College

Business Management Cape Cod Community College

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