Gustavo Esteras-Martinez

• Making outbound welcome calls to new CWP and WBW owners, helping them to register on the owner's website. Educating them about navigation, benefits, webinars and booking their first vacations. Create a connection and acknowledge in each single call with an owner, provide a white service glove. Look for different vacation options for the owner, this using discovery questions and active listening through the call.
• Address and mitigate any current and future concern that an owner could have after their purchase. Always showing them the value of being part of our Owner's family. Deescalate situations to retain the owner. Provide compensation where is applicable, use the guidelines and ensure we have a happy owner after their purchase. Also be in contact with the sales site to assure or verify if we need any clarification or assistance.
• Provide support on the NPR cases, creating and assigning them.
• Provide support on creating and allocate cases for the VOA team members and monitor the VOA Inbox.

• Provide the best experience to anyone that calls to our lines (CWP, WBW, TRIPLY members)
• Help the owners to plan their dream vacations and book for then reservations in the different resorts on the WBW and CWP Portfolio of resorts, following all the procedures and guidelines.
• Create customs recommendations in based of each owner’s needs.
• Answer questions regarding the owner’s account, de-escalate when is need it and be empowered to take decisions.
• Works with the Triply membership, providing orientation to members and booking the Resort night’s benefit.
• Participate and be support on Webinars conducted for New Triply members.
• Help Triply member to understand and maximize their benefits. Assist them to set up auto payments and make reservations with the resort nights benefits.
• Always maintaining the best quality of service and following all procedures of each of the Clubs.
• Create Power Point presentations for conducting Team Meetings.

• Provide the best experience to WBW owner and any the calls to our lines looking for any assistance
• Help the owners to plan their dream vacations and book for then reservations in the different resorts on the WBW Portfolio of resorts, following all the procedures and guidelines.
• Create customs recommendations in based of each owner’s needs.
• Answer questions regarding the owner’s account, de-escalate when is need it and be empowered to take decisions.
• Always maintaining the best quality of service and following all procedures of each of the Clubs.