David Yane
Winter Garden,FL
Summary
Dynamic Senior Quality Assurance Executive, recognized for enhancing customer satisfaction through effective negotiation and relationship building. Proven ability to implement quality assurance standards, resulting in significant customer retention. Skilled in training development and analytical thinking, driving team success in fast-paced environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Quality Assurance Executive/Trainer
Marriott Vacations Worldwide
01.2019 - Current
- Implemented new quality assurance and customer service standards.
- Spearheaded improving retention and recession rates for sales site.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Training and on going support for the quality assurance department.
- Assisted in the creation and implementation of quality assurance scripts and guidelines.
- Work closely with leadership team to identify and improve the closing and post sale process.
- Assisting leadership team with scheduling and payroll for the quality assurance department.
- Proven track record of exceeding department standards through persuasive communication and negotiation skills.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Quality Assurance Officer
Orange Lake Resorts
05.2014 - 01.2019
- Resolved issues efficiently and built excellent client rapport, which led to enhanced customer satisfaction rating.
- Assured consistent quality of production by implementing and enforcing automated practice systems.
- Excellent communication skills, both verbal and written.
- Proved successful working within tight deadlines and a fast-paced environment.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Presenting and signing of all sale pertinent documents to new and existing owners.
- First contact point for new and existing customer post close.
- Training of sales executives and ongoing support.
Education
Valencia College
Orlando, FLSkills
- Customer service management
- Customer service and retention
- Clear interpersonal communication
- Analytical and critical thinking
- Relationship building
- Training development
- Training strategies
- Contracts & negotiations
- Curriculum development
- Complaint resolution
- Metric tracking
- Process improvement specialist
Accomplishments
- Quality Assurance Executive of the year since 2019.
- Top Quality Assurance Executive company wide for customer retention/recession rate under 5.4%
- Customer satisfaction awards
Certification
Florida Notary Public
Licensed Florida Real Estate Agent
Languages
Spanish
Timeline
Senior Quality Assurance Executive/Trainer
Marriott Vacations Worldwide
01.2019 - Current
Quality Assurance Officer
Orange Lake Resorts
05.2014 - 01.2019
Valencia College
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