DENNIS TOOMBS
Salt Lake City,UT
Summary
- To pursue career development, I am interested in the Work Force Management Back Up position to add to skills with Marriott. To support the vision of Marriott Vacation Worldwide (MVCI) and contribute to the success by being a direct source of influence to Marriott Vacation Club Abound program, as well as the Marriott Vacation Club Destinations program. Servicing as a main point of contact with front line employees and various departments, and support departments.
- Experience Senior Owner Relation Liaison - Marriott Vacation Club International . SALT LAKE CITY UTAH - 2008 to Present Provides quality responses to internal and external to customers.
- Respond to service failure or other complaints, complements, suggestions, or request for assistance.
- Represent the executive office I written and verbal communications with customers demonstrating corporate values.
- Makes sound decision with positive results. Ability to communicate, Inventory process and challenges for owners, with Resort Sales Teams, and Revenue Mangers, as well as Project Directors, and Director of Sales, and Front Line Management Teams. Assist Vacation Ownership Advisors to secure reservations and meet owner expectations.
- Skills Nearly 25 years' experience In customer service and travel industry.
- Ability to direct complex projects from concept to fully operational status. Goal- Oriented individual with strong leadership capabilities.
- Organized, highly motivated, and detail-directed problem solver. Provide ability to work in unison with Staff, Management, Volunteers, and Board of Directors. Completion of MVW Associate Experience Development Program/Supervisor's Spirit Program.
- MILITARY SERVICE- US ARMY 13YRS 1972-1987
Overview
15
15
years of professional experience
Work History
OWNER RELATION LIAISON SUPERVISOR
Marriott Vacations Worldwide
03.2008 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Managed customer relations on ongoing basis to maximize customer retention.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Created customer support strategies to increase customer retention.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Made customers aware of current and new programs and services.
- Liaised between customers and organization with particular focus on working with sales department.
- Established relationships with guests to grow and retain client base
Education
Associate's Degree - GENERAL STUDIES
Embry Riddle Aeronautics University
WASHINGTON STATE05.1977
ASSOCIATE IN GENERAL EDUCATION - General Education
Embry-Riddle Aeronautical University - Daytona Beach
Daytona Beach, FL02.1979
High School Diploma - undefined
Embry Riddle Aeronautics University
Kansas City, Mo.1972
Skills
- Contact Management Systems
- Customer Needs Assessments
- Corrective Actions
- Employee Relations
- Providing Feedback
- Customer Satisfaction
- Efficient Service
- Creative Thinking
- Performance Feedback
- Employee Performance Evaluations
- Call Control
- Troubleshooting and Resolution
Timeline
OWNER RELATION LIAISON SUPERVISOR
Marriott Vacations Worldwide
03.2008 - Current
Associate's Degree - GENERAL STUDIES
Embry Riddle Aeronautics University
ASSOCIATE IN GENERAL EDUCATION - General Education
Embry-Riddle Aeronautical University - Daytona Beach
High School Diploma - undefined
Embry Riddle Aeronautics University