Cheryl Van Wagner
CALL CENTER PROFESSIONAL
Anderson,IN
Summary
Dynamic customer experience and sales leadership professional with nearly four decades of proven success in hospitality and membership-based services. Renowned for elevating service standards, strengthening member loyalty, and developing high-performing sales teams that drive revenue growth. Expertise in resolving complex customer issues, enhancing operational accuracy, and collaborating with stakeholders to enrich the member journey. A data-informed decision-maker with a warm, solutions-driven approach to delivering measurable results and exceptional guest experiences. Actively seeking a full-time role that offers professional challenges while leveraging strong interpersonal skills and effective problem-solving abilities.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Resort Operations
Resort Condominiums International LLC
09.2021 - 10.2025
- Supported 200+ resort affiliates and partner relationships, resolved 50–75+ check-in and account issues weekly, verified and audited thousands of member accounts annually, streamlined resolution workflows and improved efficiency.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked well in a team setting, providing support and guidance.
Customer Service Escalation Agent
Resort Condominium International LLC
02.2011 - 09.2021
- Resolved 100+ complex member cases weekly, delivered first-call resolution improvements, balanced goodwill compensation with cost control, supported affiliate account verification volume.
- Resolved escalated customer issues, ensuring timely and effective solutions.
- Collaborated with cross-functional teams to enhance customer service processes.
- Mentored junior agents on best practices for handling escalations efficiently.
- Analyzed trends in customer complaints to identify areas for improvement.
- Demonstrated adaptability in handling diverse range of cases, applying critical thinking skills to determine appropriate course of action.
- Exceeded performance metrics consistently by effectively managing time and prioritizing tasks according to urgency.
- Utilized CRM systems to track and manage escalation workflows effectively.
- Reduced customer complaints by efficiently managing and resolving escalated issues.
- Improved customer satisfaction ratings through effective communication and problem-solving skills.
- Delivered prompt resolutions to escalated inquiries by gathering necessary information from customers and internal resources.
- Served as a liaison between customers and other departments, facilitating resolution of complex issues involving multiple parties.
Sales Coach
Resort Condominiums International LLC
01.1995 - 02.2011
- Led and coached 16–26 sales professionals, increased performance and conversion rates, built onboarding and training programs, improved workflow efficiency and scheduling.
- Developed tailored training programs to enhance sales techniques and improve team performance.
- Conducted regular coaching sessions, fostering skill development and building confidence among sales representatives.
- Analyzed sales processes, identifying areas for improvement and implementing strategies for enhanced efficiency.
- Collaborated with leadership to set sales goals and align coaching initiatives with organizational objectives.
- Mentored junior coaches, sharing best practices to elevate overall coaching effectiveness within the team.
- Evaluated sales metrics and provided actionable insights to drive continuous improvement in performance outcomes.
- Facilitated workshops on advanced selling techniques, increasing knowledge dissemination across the sales force.
Education
High School Diploma - Business
Pendleton Heights High School
Pendleton, IN05-1980
Skills
- Customer service leadership
- Coaching for sales effectiveness
- Customer retention strategy
- Advanced problem solving
- Operations management
- Communication, Relationship Building & Stakeholder Support
- CRM Systems, Reporting & Data-Driven Decision Making
- Change Management & Cross-Functional Collaboration
- Time management
- Teamwork and collaboration
- Team leadership
- Friendly, positive attitude
- Flexible and adaptable
- Dependable and responsible
Certification
- Indiana Real Estate License
HOBBIES AND INTERESTS
Sports of all kinds
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Promoted products and encouraged customers to upgrade their existing product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Timeline
Resort Operations
Resort Condominiums International LLC
09.2021 - 10.2025
Customer Service Escalation Agent
Resort Condominium International LLC
02.2011 - 09.2021
Sales Coach
Resort Condominiums International LLC
01.1995 - 02.2011
High School Diploma - Business
Pendleton Heights High School