Gloria J. Stonecipher
Las Vegas,NV
Summary
A dynamic leader with 20+ years of extensive leadership and management experience in publishing; sales/marketing; and call centers with transferable skills from multiple industries.
Overview
23
23
years of professional experience
Work History
Team Manager – Customer Care/Retention
Barclays US
Henderson, NV
02.2015 - Current
- Manage a team of Relationship Managers for top-10 US credit card company.
- Interview, hiring, script writing, marketing and HR responsibilities.
- Responsible for KPIs (Key Performance Indicators) for team.
- Provide training, motivation and accountability for team.
- Liaison with marketing to create new Retention initiatives.
- Create team member engagement contests to improve morale.
General Manager
Diamond Resorts
Las Vegas, NV
04.2012 - 02.2015
- General Manager for National Marketing Center for international timeshare company with 220 employees.
- Generated timeshare tours starting with $30 million to $150 million in less than three years.
- Created and executed a Team Member Engagement Committee to drive morale; community involvement and employee engagement.
- Focus on training and development of team leaders and managing KPI’s.
- The commitment to consistent and ongoing staff development was an integral part of the success of our marketing initiatives.
ASNY Realty, LLC/Consolidated Resorts, Inc.
Las Vegas, NV
01.2003 - 01.2012
- Oversaw Call Center to sell and schedule consumer timeshare tours for 13 resort properties.
- Managed in-house concierge desks at multiple Las Vegas properties.
- Excelled in training, motivation and creating a culture of customer service and excellence.
- Created and executed Employee Engagement program that improved morale; created “ownership” with staff; and dramatically improved results.
- Started with inside sales and was the top salesperson in the call center.
Education
Bachelor of Science - Communication
University of Idaho
Moscow, IdahoManagement and Costs for Publishers -
American Press Institute
How to Master the Art of Selling Anything -
Tom Hopkins
Leadership training -
Dale Carnegie
Leadership Development: The High Cost of Poor Leadership -
Kenneth Blanchard
Skills
- Contact Center Operations
- Call Center Software
- Dialers
- KPIs
- P&L Responsibilities
- Forecasting
- Budgeting
- Revenue Growth
- Staff Training
- Management Training
- Employee Engagement
- Creative Initiatives
- Writing Skills
- Editing Skills
- Business Plans
- Corporate Initiatives
- Marketing Materials
- Scripts
- Personal Sales Skills
References
Available upon request
Timeline
Team Manager – Customer Care/Retention
Barclays US
02.2015 - Current
General Manager
Diamond Resorts
04.2012 - 02.2015
ASNY Realty, LLC/Consolidated Resorts, Inc.
01.2003 - 01.2012
Bachelor of Science - Communication
University of Idaho
Management and Costs for Publishers -
American Press Institute
How to Master the Art of Selling Anything -
Tom Hopkins
Leadership training -
Dale Carnegie
Leadership Development: The High Cost of Poor Leadership -
Kenneth Blanchard