Courtnie Mullen
Longwood,FL
Summary
Experienced in several years of customer service and computer skills. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Always an energetic and positive attitude and excited to take on each day!
Overview
9
9
years of professional experience
Work History
Outbound/ Inbound Vacation Specialist
Bluegreen Vacations
08.2018 - 10.2023
- · Positions:
- New Owner Onboarding- 09/2021- 10/2023
- This department was brand new when I started. I contributed to the development and it now the most successful department in the company. I was cross trained between club services and marketing to be able to fully assist our new owners for anything they may need. It is a inbound & outbound position. We have multiple outbound campaigns that we are to complete each day and also service a high inbound call volume. Over 60+ calls each day.
- Owner services - 09/2020-09/2021- This is a supervisor position which allows me to handle escalated calls. I received inbound calls from other agents that have an escalated owner on the other line and would like further assistance. I am able to make exceptions based on the owners needs and determine what the right decision is for each account. I also received 'Help desk' calls from other Bluegreen agents that don't need to transfer an owner, but may have questions regarding the call they are dealing with. I look into the account with the agent and assist.
- New Owner Outbound Campaign : 06/2019-09/2020- New project that I worked on which offered to assist our brand new owners with booking reservations and getting them engaged in their ownership. This was a outbound position where I was assigned owners through Salesforce and I reached out to them as their personal vacation specialist to assist them with anything in their first year.
- Exclusive : 12/2018-06/2019- Assisted new owners than were within their first year of purchase with any questions or needs they may have. Additional training also allowed me to further assist Bluegreen premier owners and be able to speak with our fixed and flex week owners.
- Senior vacation specialist : 08/2018-12/2018- Assisted Bluegreen owners with questions, reservations, payments and more.
Inbound Vacation Specialist
Holiday Inn Club Vacations
03.2018 - 08.2018
- Asked open-ended questions to better ascertain client needs and determine best travel offerings.
- Responded to clients' questions, issues and complaints and implemented appropriate solutions.
- Educated customers how to use company systems, complete forms and obtain desired services.
- Up sell and convince owners to always upgrade their transactions
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Driver
Manheim Auto Auction
03.2017 - 02.2018
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Checked in with dispatch service and updated with current location.
- Kept and studied detailed mileage and fuel reports
- Coordinated efficient routes to avoid delays and optimize schedules.
- Maintained and organized the cars on the lot
- Assist other crews if they became too busy
- Teamwork was key
Cashier
Bass Pro Shops
07.2016 - 11.2016
- Checked identification for proof-of-age and refusing ammo and weapon sales to underage customers.
- Restocked, arranged and organized merchandise in front lanes to drive product sales.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Counted cash in register drawer at beginning and end of shift.
- Educated customers on promotions to enhance sales.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
- Checked prices for customers and processed items sold by scanning barcodes.
Receptionist
Great Clips
10.2014 - 06.2016
- Achieved specified sales targets by promoting special treatments, additional services, and products.
- Developed relationships with guests to meet client needs and encourage repeat service.
- Consistently kept reception area clean and tidy and maintained presence at desk area.
- Listened closely to customer complaints and responded appropriately to issues.
- Practiced safety procedures by implementing policies to keep clients and staff safe from potential hazards.
- Cleaned and sanitized each hair utensil after each use by scrubbing and soaking in barbicide solution
- Stock shelves with product and take inventory. Also dust and clean the products on the shelves weekly.
- Learned details of types of treatments and procedures in order to answer questions from guests.
Education
Cosmetology License - Cosmetology
Orange Technical College- Westside Campus
Winter Garden, FL07.2015
High School Diploma -
Florida Virtual School
Winter Garden, FL12.2013
Skills
- Problem resolution
- Customer service
- Organized
- Team player
- Coachable/ Learn quickly
- Computer/ Typing skills
- Sales
Timeline
Outbound/ Inbound Vacation Specialist
Bluegreen Vacations
08.2018 - 10.2023
Inbound Vacation Specialist
Holiday Inn Club Vacations
03.2018 - 08.2018
Driver
Manheim Auto Auction
03.2017 - 02.2018
Cashier
Bass Pro Shops
07.2016 - 11.2016
Receptionist
Great Clips
10.2014 - 06.2016
Cosmetology License - Cosmetology
Orange Technical College- Westside Campus
High School Diploma -
Florida Virtual School
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