Jennifer Hodges Rutherford
Kissimmee
Summary
Dynamic leader with a proven track record at Bluegreen/Hilton Grand Vacations, excelling in team building and operational efficiency. Skilled in strategic planning and critical thinking, I fostered a culture of continuous improvement, enhancing employee engagement and retention. My mentorship and relationship-building abilities drove significant improvements in quality assurance processes.
Overview
15
15
years of professional experience
Work History
Director Quality Assurance Auditing and Compliance
Hilton Grand Vacations
05.2022 - Current
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
Central Sales Support Specialist
Bluegreen Vacations
09.2016 - 05.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
Director of Field Administration
Bluegreen Vacations
08.2015 - 09.2016
- Oversaw daily operations of the business including staff management, budgeting and financial reporting.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance within the organization.
Senior Quality Assurance Specialist
Bluegreen Vacations
11.2013 - 08.2015
- Managed and motivated employees to be productive and engaged in work.
- Analyzed performance metrics to identify trends and opportunities for improvement, driving continuous optimization of QA processes.
- Mentored junior team members, fostering a culture of continuous learning and improvement within the QA department.
- Reviewed closing documents for accuracy and completeness.
- Conducted regular audits to ensure adherence to internal policies, maintaining a high level of compliance throughout the department.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Quality Assurance Specialist
Bluegreen Vacations
11.2011 - 11.2013
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
- Confirmed accurate fundings, lien payoffs and final mortgage recordings by collaborating with real estate agents, loan officers, and attorneys.
- Prepared contract documents and reviewed with customer to ensure understanding of commitment
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Sales Specialist
Bluegreen Vacations
02.2011 - 11.2011
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Built strong client relationships through consistent communication and effective problemsolving.
- Provided first-rate service to all customers and potential customers.
Education
Florida Brokers License - Real Estate
IFREC
Orlando, FL09-1996
Skills
- Relationship building
- Strategic planning
- Verbal and written communication
- Decision-making
- Issues resolution
- Operational efficiency
- Training and mentoring
- Team building
- Critical thinking
- Customer relations
- Problem resolution
Timeline
Director Quality Assurance Auditing and Compliance
Hilton Grand Vacations
05.2022 - Current
Central Sales Support Specialist
Bluegreen Vacations
09.2016 - 05.2022
Director of Field Administration
Bluegreen Vacations
08.2015 - 09.2016
Senior Quality Assurance Specialist
Bluegreen Vacations
11.2013 - 08.2015
Quality Assurance Specialist
Bluegreen Vacations
11.2011 - 11.2013
Sales Specialist
Bluegreen Vacations
02.2011 - 11.2011
Florida Brokers License - Real Estate
IFREC
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