BRIAN G. JAMES
Kissimmee,FL
Summary
Experienced and skilled in community service, I strive to utilize my leadership abilities to make a positive impact. Possessing a solid background in creative problem-solving, communication, and administration, I am confident in my capacity to lead and develop a team that consistently achieves excellent client satisfaction. My objective is to deliver an exceptional experience for all clients and affiliates, while contributing to the overall growth and success of the organization.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Concierge Services
Central Florida Investments/Westgate Resorts Corp. Concierge Services
01.2023 - 01.2024
- Manage, train, and instruct 25 to 30 individuals on several teams which were as follows; service team members, sales team members, and character team members in the efforts to promote and contribute to higher sales revenue for the company
- Daily duties consisted of reviewing applications and resumes toward hiring candidates that would best match the requirements of the company’s standards for delivering excellent customer service, marketing and booking sales tours for the sales team
- Monthly travels to the companies’ locations in other States to encourage, review, train, and issue disciplinary actions when necessary for the team members
- Development and execution of planning for promotion of the character team as mascots for the company
- This entailed developing the character back stories, story boards, activities, performances, and collaborations with other departments for guest entertainment purposes
- This was also to provide support for the sales team
Home Inspector
RiteStart Home Inspections
01.2020 - 01.2022
- On a weekly average, I conducted 7 to 12 inspections, by client request
- Conduct home inspections for clients that are buying/selling a home
- Conduct wind mitigations and provide the report for home owners and insurance companies
- Conduct four-point inspections to advise of potential issues that could lead to damage in the home
- Conducted reports certifying the work completed on clients roofs as well as inspection recommendations to pass home inspections standards.
Enforcement Officer
Osceola County Tax Collector’s Office
01.2020 - 01.2021
- Maintain the peace and safety for employees and citizens in the OCTC during the pandemic
- Enforce the policies and procedures of the OCTC, to ensure business is conducted productively
- Maintain communications with county emergency agencies (law enforcement/EMS) in the event that it is required as well as de-escalate intense situations with citizens that were displeased or disruptive within the OCTC
Regional Director of Revenue - Encore Resort at Reunion/Margaritaville Resort Orlando
NDM Hospitality/Call Center Director
01.2016 - 01.2020
- Managed and direct the high volume call center, overseeing the management team and assessing the teams’ work and give them feedback to maximize performance with a daily average of 175 calls per day
- Promote awareness of the brand image internally and externally
- Utilize management experience to lead and direct the teams in maximizing revenue while maintaining existing guest loyalty to NDM
- Maintain inter-departmental and investor relations to maximize profits
- Overcome potential issues while maintaining a polite and enthusiastic demeanor
- Follow and uphold all company policies and procedures; maintain confidentiality of proprietary information; protect company assets
- Comply with quality assurance expectations and standards
Travel Club Sales Representative
Central Florida Investments/Westgate Resorts
01.2014 - 01.2016
- Responsible to pitch and sell vacation ownership for Westgate Resorts
- Provide excellent customer service to all guests/owners
- Interact and serve as tour guide to resort guests
- Complete all paperwork needed for all sales transactions and contracts accurately and in a timely manner
Owner Relations Agent/Pending to Good Collector/New Owners of Westgate Team
Central Florida Investments/Westgate Resorts Owner Relations
01.2013 - 01.2014
- Responsible for answering owner questions and reservation request related to their account
- Booked or deposited/banked with Westgate Developer, Interval International or Westgate Cruise and Travel Collection, according to the owners’ request
- Responsible for collecting payments for owner maintenance and taxes as well as mortgage related to their accounts and to resolve debt issues
- Ensure that new owners are reassured of their purchase of time share to prevent cancelation with in the scheduled recession period
Resort Welcome Center Manager
Central Florida Investments/Westgate Resorts Owner Referral
01.2009 - 01.2013
- Responsible for leading three Welcome Center locations and a team of26 resort customer service representatives for the Owner Referral Division
- Detailed focus on up selling commission-based ticket and customer upgrades to meet company requirements for each Welcome Center location
- Ensure that the team objective of providing five-star concierge services to incoming guests and guests on property is achieved
- Maintain constant communication with Sales Team, Resort Operations Team, Corporate Management and Call Center, to ensure that our clients’ qualifications are met and the service standards have been provided
Resort Customer Service Manager
Central Florida Investments/Westgate Resorts Hotels Corp
01.2006 - 01.2008
Director of Resort Operations
Oak Plantation Resort
01.2004 - 01.2006
Corporate- Group Sales/Marketing Manager
Central Florida Investments/Westgate Resort
01.2000 - 01.2004
Front Office Manager/ Guest Relations Manager
Central Florida Investments/Westgate Resort
01.1998 - 01.2000
Loss Prevention Supervisor
Deputy Sheriff / Osceola County Sheriff’s Department
01.1995 - 01.1998
Education
Some College (No Degree) - Communication - Business Writing
Northeastern University
360 Huntington Avenue, Boston MA.Communications - Television, video and audio production - Business Writing
Fitchburg State College
160 Pearl St., Fitchburg MA.Business Information Systems Management
DeVry Institute of Technology
2420 Lakemont Ave., Orlando FL.730 course hours Police Academy
Osceola Criminal Justice Academy
400 Simpson Rd., Kissimmee FL.06.1995
Business Certificate - 225 course hours in business
T.E.C.O.
400 Simpson Rd., Kissimmee FL. 09.1994
Skills
- Services background
- Concierge services knowledge
- Oversee services
- Community services coordination
- Sell services
- Hotel services and hospitality
- Microsoft cognitive services
Accomplishments
In each career that I have endeavored, I have accomplished promotions and growth with in the given organization.
SUMMARY OF QUALIFICATIONS
- Customer/sales oriented, with excellent ability to communicate with a working knowledge of Spanish.
- Strong team building and motivational skills
- Solid background and training in hospitality management and security/law enforcement knowledge and operations.
- Extensive experience in face to face, business to business and remote customer/client communication.
Certification
Multiple technical certificates for Microsoft programs.
Osceola Criminal Justice Academy Certificate of completion
Multiple employee of the month awards
Both in the Osceola County Sheriff's Department (97) and several different employee of the month awards and sales team awards with in Westgate Resorts.
Languages
Spanish
Professional Working
Interests
I am devoted to my faith in Jesus, and I am a member and server in Freedom Life Church, which is a non-denominational; bible believing church
I am currently enrolled in Bible college, seeking to complete my Associates of Arts degree
I am a physical fitness enthusiast, although I am just getting back into fitness since I fell off at a time of the loss of my only sister
I am a football and all Boston professional team sports fan
Timeline
Concierge Services
Central Florida Investments/Westgate Resorts Corp. Concierge Services
01.2023 - 01.2024
Home Inspector
RiteStart Home Inspections
01.2020 - 01.2022
Enforcement Officer
Osceola County Tax Collector’s Office
01.2020 - 01.2021
Regional Director of Revenue - Encore Resort at Reunion/Margaritaville Resort Orlando
NDM Hospitality/Call Center Director
01.2016 - 01.2020
Travel Club Sales Representative
Central Florida Investments/Westgate Resorts
01.2014 - 01.2016
Owner Relations Agent/Pending to Good Collector/New Owners of Westgate Team
Central Florida Investments/Westgate Resorts Owner Relations
01.2013 - 01.2014
Resort Welcome Center Manager
Central Florida Investments/Westgate Resorts Owner Referral
01.2009 - 01.2013
Resort Customer Service Manager
Central Florida Investments/Westgate Resorts Hotels Corp
01.2006 - 01.2008
Director of Resort Operations
Oak Plantation Resort
01.2004 - 01.2006
Corporate- Group Sales/Marketing Manager
Central Florida Investments/Westgate Resort
01.2000 - 01.2004
Front Office Manager/ Guest Relations Manager
Central Florida Investments/Westgate Resort
01.1998 - 01.2000
Loss Prevention Supervisor
Deputy Sheriff / Osceola County Sheriff’s Department
01.1995 - 01.1998
Multiple technical certificates for Microsoft programs.
Osceola Criminal Justice Academy Certificate of completion
Some College (No Degree) - Communication - Business Writing
Northeastern University
Communications - Television, video and audio production - Business Writing
Fitchburg State College
Business Information Systems Management
DeVry Institute of Technology
730 course hours Police Academy
Osceola Criminal Justice Academy
Business Certificate - 225 course hours in business
T.E.C.O.
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