Customer Service Sales
Resume:
Nicole Strott
Orlando, FL *2806
************@*****.***
Objective: Motivated and team-oriented business leader with over 17 years of diverse, successful leadership experience. Seeking management position with a fast-paced, dynamic organization that values leadership, passion, diversity, integrity and creativity.
Experience:
Westgate Resorts
Febuary 2014 - December 2014
OPC Marketing Manager Travel Club
Orlando Market
Accomplishments:
Increased sales revenue from $1.5 million in 2013 to $3.2 million by December 2014
Increased tour production from 2200 tours in 2013 to 4600 by December 2014
Created and implemented new gift incentives to offer guest
Responsibilities:
Recruit, hire, train and mentor all new and exisitng team members
Secure new locations outside of Westgate for tour and sale production
Manage three different resort properties and OPC teams
Diamond Resorts International
June 2013 - Present
Sales - Sampler Agent
Grand Beach Resort
Responsibilities:
Sell owners, guest of club, exchangers and renters a trial timeshare ownership. Therefore, having a trial owner experience a certain amount of points with owner benefits for a certain time frame.
Accomplishments:
Top sales agent for the months of August with $41,000 in sales
October with $48,600 in sales
Average selling price being $2700.00
Hilton Grand Vacation Club
October 08 – August 2012
In-House Marketing Representative
Team Mentor/Trainer
May 2011 – August 2012
Accomplishments
Placed “third” for In-house Marketing Team in Orlando for 2009 with 921 qualified tours, $2,461,269 in sales and a 2672 VPG, 94% show rate my first year with Hilton
Marketing Coordinator of the Year 2010 with 974 qualified tours, $3,164,474 in sales, 3249 VPG, 91% show rate Trained all new hires for the In-House Marketing Department
Aid in keeping our three locations stocked with collateral materials.
Responsibilities:
To ensure that every Hilton owner, guest of club member, RCI, Hilton honors member, guest of RCI, and Affinity renter receives an invitation to attend a sales presentation and learn about future vacation opportunities with Hilton Grand Vacation Club
Provide informative and excellent customer service to each and every guest
Aid each guest in planning and organizing their time while they are here with the help of advising each guest which attraction will be best suited for their family to see while on vacation
Help develop, train and mentor existing team members and all new team members with constant coaching, strategic order to their daily routine, optimizing every opportunity and tool for each rep to book a tour at a higher quota and creating new incentives for the team to drive an increased booking level to reach goal levels.
Theme Park ticket sales, golf and dining reservations
Island One Resorts
In-house Marketing Representative
May 07 - October 08
Responsibilities:
To extend an invitation to each owner, exchanger and renter staying on property to join us for an opportunity to learn about vacation club ownership with Club Navigo Resorts
Theme park ticket sales, car rentals, dining options, golf information
Training and development of new team members
Island One Resorts
Inbound Telemarketing/Internet Manager
August 06 – April 07
Accomplishments:
Increased inbound package sales by implementing new package offers for sale via internet offers/website, new price points and incentives for travelers by 35% within three months.
Increased tour production by 50% from August 2006 – April 2007 for the Inbound Telemarketing Department
Increased revenue by 25% through room night revenue, additional nights, up-graded rooms and theme park ticket sales
Responsibilities
Inbound Marketing production
Managing website alterations and configuration
Hiring/Training of all new Telemarketing representatives
Telemarketing sales
Sunterra Resort
October 2005 - May 2006
Call-Center Operations Manager
Accomplishments:
Increased Mini-Vac activations by 200% in a three month period through motivation, additional training and new customer service procedures
Implemented guest fee’s that increased the company’s profit margins by 25%
Implemented ticket sales pre-arrival
Responsibilities
Welcome center operations
Lead generation
Call-center customer service
Call-center activations
Confirmations
Vendor reservations, Hotel/Resort Inventory, negotiate hotel contracts for all Mini- Vac reservations
Hiring, training and mentoring
Orange Lake Resort & Country Club
October 2001 to October 2005
Mini-Vac Resort Manager
Accomplishments:
Increased Mini-Vac tour production by 250% through training, motivation and compensation.
Increased ticket margin by 550% through development of up-sell and cross-sell of ticket products.
Analyzed consumer demand at point of sale and developed vacation offers for sale over the internet to increase Mini-Vac sales by 20%.
89% conversion rate to tour.
$4.5 million dollars in sales generated by the welcome center
Responsibilities:
Worked against the Mini-Vac budget
Manage hotel room night commitment for 6 different properties/40,000 per year
Contract negotiations and maintenance of relationships with all Mini-Vac companies.
Employee Annual Reviews
Welcome Center Operations
Recruiting, hiring, training and mentoring
Awards:
February 2009 – Above and Beyond for meeting and exceeding all standards
April 2009 – Above and Beyond for meeting and exceeding all standards
February 2009 MVP - $204,550 in volume
Million Dollar Club 2009
March 2010 MVP
April 2010 MVP
July 2010 MVP - $282,380 in volume
August 2010 MVP - $386,447 in volume
Top Volume 3rd Quarter 2010 - $789,172 in volume
MVP of the Year 2010 - $3,164,744 in volume
Million Dollar Club 2010
February 2011 MVP - $448,196 in volume
May 2011 MVP - $304,000 in volume
Million Dollar Club 2011
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