Angelica Gilbert
Alexandria,VA
Summary
Experienced Sales Administration Manager with over 20 years of experience in the Vacation Ownership industry and Real Estate transactions. Excellent reputation for resolving problems and improving customer satisfaction. Motivated and versed in all aspects in the Client Relations/Quality Assurance Department & Front Desk Department including managing the execution of Real Estate contracts, purchase agreements, closing statements and deeds. Willing to take on added responsibilities to achieved desired results. Sales Administration Manager with solid skills gaining trust of individuals, leading teams, and winning customer satisfaction. Superb command of project management, client conflict resolution, and business management.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Sr. Vacation Ownership Consultant
Wyndham Destinations - Travel + Leisure
03.2023 - Current
- Provided existing owners with best deals and well-researched vacation ownership options, successfully negotiating rates while improving customer satisfaction ratings.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Updated and maintained customer databases to increase customer retention.
- Communicated benefits and information regarding vacation ownership with clients and obtained best options to upgrade their ownership.
- Conducted market research to investigate potential new travel destinations.
- Maintained up-to-date knowledge of vacation ownership industry trends, regulations and best practices to better serve customers.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Administered customer surveys to measure satisfaction with services and better understand desires and expectations.
- Developed process improvements and long-term business strategies through analysis of customer feedback.
- Implemented automated office systems, optimizing client, and data communications as well as records management.
Sales Administration Manager, Bus Ops
Hilton Grand Vacations - The District By HC
11.2021 - 03.2023
- Built relationships with customers to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with customers to maintain relationships and increase return customer base.
- Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
- Partnered with vendors and suppliers to effectively manage and budget.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Recruited, hired and trained Front Desk & Quality Assurance (CRM) team members.
- Delegated daily tasks to employees, streamlining daily progress and efficiency.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Managed, trained and motivated Front Desk and Quality Assurance to continuously improve knowledge and abilities in vacation ownership industry.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences.
- Oversaw day-to-day business operations on sales floor by fostering deep professional relationships new contacts and customers.
Assistant Manager, Client Relations Department
Hilton Grand Vacations Club - The District By HC
06.2017 - 11.2021
- Trained Client Relations Team
- Completed of all required sales contracts document closings for new and existing owners ensuring compliance with all company policies and Government requirements.
- Kept up to date on ALL product guidelines.
- Promptly responded to inquiries and requests from prospective owners and resolved owners issues
- Followed-through Pending contracts to increase revenue.
- Focused on obtaining high retention rate
- Trained on managing Sales Gallery and Business Operations departments
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Assisted other sites with Client Relations Department management
Client Relations Manager
Hilton Grand Vacations Club - The District By HC
05.2016 - 06.2017
- Completed of all required sales contracts document closings for new and existing owners ensuring compliance with all company policies and Government requirements.
- Contacted new and existing owners to discuss how their needs could be met through specific products and services with our program.
- Attended weekly sales meetings and sales trainings to support sales effort to the fullest.
- Investigated and resolved owner inquiries and complaints in an empathetic manner.
- Met all owner call guidelines including service levels, handle time and productivity.
- Promptly responded to inquiries and requests from owners.
- Effective liaison between owners and internal departments.
- Maintained up-to-date knowledge of product and service changes.
- Managed and organized all aspects of corporate and legal transactions coordinating document flow for complex legal transactional closings.
Real Estate Broker
Wyndham Destinations - Travel + Leisure
10.2010 - 05.2016
- Supervised licensing procedure.
- Kept licensees up to date.
- Documented all owner inquiries and concerns thoroughly and quickly.
- Referred unresolved owners grievances to designated departments for further investigation.
VLO, VO, QAO, QA
Wyndham Destinations - Travel + Leisure
08.1999 - 05.2016
- Investigated and resolved owner inquiries and complaints in an empathetic manner.
- Met all owner call guidelines including service levels, handle time and productivity.
- Solved unresolved owner issues. Maintained accurate records of owners accounts.
- Maintained up-to-date knowledge of product and service changes.
- Completed all Sales contracts closings while staying in compliance.
- Kept company and individual retention rate for new and existing owners higher than company average.
Education
Skills
- Works well independently and in groups
- Flexible schedule and reliable
- Strong organizational and communication skills
- COGNOS, CONCUR, VOICE, CHORUS, PAYMENT LINK, ORACLE, EXCEL, MICROSOFT, CLARITY and POWERPOINT expert
- Adapts to change rapidly
- Excellent work ethic
- Goal-oriented and detail oriented
- Decisive and self motivated
- Fluent in SPANISH
- Customer Complaint Resolution
- Office administration Management expert
- Client Base Retention
Certification
- Licensed Real Estate Broker in Maryland
- Licensed Real Estate Broker in Washington DC
- Notary Public in Washington DC
Timeline
Sr. Vacation Ownership Consultant
Wyndham Destinations - Travel + Leisure
03.2023 - Current
Sales Administration Manager, Bus Ops
Hilton Grand Vacations - The District By HC
11.2021 - 03.2023
Assistant Manager, Client Relations Department
Hilton Grand Vacations Club - The District By HC
06.2017 - 11.2021
Client Relations Manager
Hilton Grand Vacations Club - The District By HC
05.2016 - 06.2017
Real Estate Broker
Wyndham Destinations - Travel + Leisure
10.2010 - 05.2016
VLO, VO, QAO, QA
Wyndham Destinations - Travel + Leisure
08.1999 - 05.2016
- Licensed Real Estate Broker in Maryland
- Licensed Real Estate Broker in Washington DC
- Notary Public in Washington DC
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