Gladis Ayala-Randazzo
Hilton Head Island,SC
Summary
Results-driven customer service professional with 10+ years of experience delivering exceptional client experiences. Proven track record of success in the Quality Assurance and Sales Gallery tour desk department at Hilton Grand Vacations. Seeking a new challenge where I can leverage my skills, passion, and expertise to drive growth and excellence.
Overview
12
12
years of professional experience
Work History
Quality Assurance Manager
Hilton Grand Vacations
Hilton Head Island, South Carolina
04.2022 - Current
- Assures new owners understand their paperwork and contracts, assisting them in making their reservations and assuring owners have all the information they need to feel comfortable with their purchase.
- Directly responsible for follow up and post-sale contact with new owners to assist in the reduction of cancels and kicks.
- Responsible for working closely with the Sales and Hospitality team to maintain a high quality of customer service.
- I am the primary liaison to our customers and the customer follow-up process of incomplete paperwork/monies for contracts and deeding of the client’s new purchase.
- Sort and prepare proper order of HGV contract documents to present to new and upgrading owners
- Prepare file that shows pending contract deals and the total net sales value of each contract.
- Assist in reviewing all mail out contracts for accuracy prior to being mailed out.
- Scanning documents and assisting with the resolution of audit issues.
- Collect money owed (Financial commitment Queue).
- Assist with various projects and programs that may arise in the general operations of the quality assurance department.
- Responsible for Pender Queue, Financial Commitment Queue and the Issues Queue.
Lead Sales Gallery Coordinator
Hilton Grand Vacations
Hilton Head Island, SC
07.2018 - 04.2022
- Verify accuracy of invitation and attendance of guests for scheduled tours before contacting Sales Executive and Manager on point
• Provide the Sales Executive with general information regarding the tour guest while assigning appropriate sales presentation table and as needed assign Take Over Sales Closers (TO) and Vacation Introduction Program Agents (VIP) during the sales process
• Uploading and maintaining integrity of the tour rules and rotation while providing accurate and timely reporting of exception tour information processing
• Accurately prepare gifting receipts and gift vouchers while completing daily reconciliation of premiums, gifts and paperwork
• Responsible for presentation as well as preparing and maintaining the kitchen, self-service, galleries, kid room, and guest seating areas. - Participation in skills assessments for training and development will be mandatory
• Responsible for conducting team meetings, staff training, handling customer concerns, updating policies and procedures, completing daily/monthly reports or other required paperwork and other miscellaneous tasks as needed by management.
Lead Sales Gallery Coordinator
Resort Sales by Spinnaker
Hilton Head Island, SC
04.2013 - 07.2018
- Greet guests as they arrive for scheduled sales presentations, ensure that all guests are comfortable and offers refreshments to guests as they wait for sales presentations, assign guests to proper sales executive; track and update reports regarding line rotation, award premiums (gifts) to guests upon completion of their presentation and track premium delivery in SPI computer system, follow all company policies and procedures, answer all phone calls, answer to all emails, book tours and input them in SPI system. I also helped helped with roadshows. I was responsible for making sure everything was ready for SEs and our owners.
Education
High School Diploma -
Wando High School
Mt. Pleasant, SC06-2008
Skills
- Self motivation
- Teamwork Skills
- Communication Skills
- Learning/adaptability skills
- Ability to work under pressure
- Conflict resolution
- Time management
- Excel, Word, outlook
Timeline
Quality Assurance Manager
Hilton Grand Vacations
04.2022 - Current
Lead Sales Gallery Coordinator
Hilton Grand Vacations
07.2018 - 04.2022
Lead Sales Gallery Coordinator
Resort Sales by Spinnaker
04.2013 - 07.2018
High School Diploma -
Wando High School