Bernadette Cannonier

Director of Contact Operation Center

Orlando FL, 32824

ad4ddb@r.postjobfree.com

Summery

With over 10 years of experience in leading and managing contact center operations in the timeshare and hospitality industry, I am a seasoned professional who excels at driving sales growth, new business development, staff training, and quality assurance. I have a proven record of accomplishments in overseeing multiple contact centers across different locations, brands, and markets, and delivering exceptional customer service and satisfaction.

EXPERIENCE

Holiday Inn Vacation Club, Orlando, FL - Director of Contact Center Operations

August 2019 - March 2024

Responsible for daily operations of Deeded Week and Fix Week Owner usage. Oversee ‘s all club members inbound calls and club partners and elite members. New Members, Ambassadors, VIP Events. Call center operations 6 days with over 800k calls a year. Have direct reports of 2 Sr. Managers, 1 Manager and 10 supervisors as well as Workforce managers as direct reports. Responsible for meeting reservation inbound and outbound conversion of 20%. Meeting department revenue of over 25 million annually. Held accountable of 85% adherence, hold time of 10% and service level of 95%. Also responsible for quality assurance of 90% tour events with team members to increase vpg in the Orlando market for resort sites. Create scheduling based on call flow forecasts for staffing based on trends. Responsible for hiring and training. Maintain Call center budgets of labor cost and payroll budgets. Most recent accomplishment was being awarded 2 times J.D Power certification for customer satisfaction first in the Timeshare industry for 2022 and 2023.

Diamond Resorts, FL - Club Call Center Manager Promoted to Director of Reservations

September 2019 - August 2019

Manage the reservation and customer service call center. For club members and timeshare owners for all brands with Diamond Resort in the US, UK and Canada markets. Have direct reports of 4 Managers 2 assistant managers 12 supervisors 1 training manager,4 workforce manager and 170 agents in 4 locations Virginia Beach, Orlando, and Las Vegas one international UK. Responsible for meeting reservation inbound and outbound conversion of 35% and service level of 95% among all brands. Created outbound tour events with team members to increase vpg in the Orlando market for resort sites for cruises and LPGA golf annual tournament. Responsible for hiring and assisting with re-training and training new hires on sales promotion. Created a strategic sales development on outbound programs to maximize membership points or weeks. Track all escalated customer service issues for all sites upon check in or point of sales at the sales presentation.

Reservations Sales Disneyland Paris, Orlando FL-

November 2012 - September 2017

Room reservations, package sales, modifications of currents reservations and ticket sales. For both consumers in the UK and Ireland Market and work with Travel Agents and Companies in the UK.

Focused in accordance with the performance standards and Walt Disney World Standards

Responsible for package conversion, handle times, Efficiency, Quality Monitoring, Guest Satisfaction, Safety Standards. Assisted on new test pilot team Personal Vacation Advisors department to track and measure household package conversion and transform an inbound reservation team into making outbound follow up calls for potential sales and guest satisfaction. Created new incentive promotions for team and call center to focus on new add on components to increase sales revenue. Train and Coach with one-to-one session with associates. Advised teams with Agent updates with new product information to increase sales and inform guests of new products. Assisted and implemented peer presentation programs and crossed trained with other department’s internet help desk, chat line, travel trade, itinerary planning and multi-language.

Marriott Vacations Worldwide Corporation, Orlando FL- Assistant Sales Manager promoted to Sales Manager and final positions Sr. Sales. Manager

Apr 1999 - Aug 2012 · 13 yrs. 5 mos.

Promoted into this key position to manage the development of Sales Manager and Assistant Sales Managers and associates. Generate a significant profit increase for all east coast and west coast resort sites.

Managed all aspects of the Call Center. Including outbound sales, owner referral, inbound specialty and other supporting departments including tour delivery. Work with Human Resources Manager and Directors of Sales with hiring plans and conduct recruitment and selection processes (interviews, screening calls etc.) Assist in employee retention and development for outbound sales teams. Determining current staffing needs and producing forecasts. Leading employment branding initiatives Organize and/or attend career fairs, assessment centers or other events. Use metrics to create reports and identify areas of improvement for each outbound team. Assisted with new hire on-boarding for call center and site training for outbound sales.

Develop new Assistant managers having direct reports of up to four to seven managers and telemarketing sales agents up to 120+ employees. Worked with Regional VP of Sales for test pilot of the Ritz Carlton outbound team selling vacation packages before the formal brand was introduced into the markets.

Contact this candidate