Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Jonathan Edwards

Minneola,FL

Summary

Self-motivated professional successful in seizing viable opportunities for expansion and innovation in business. Background in increasing profits, reducing costs and transforming customer service standards. Experienced in leading and supervising operational and sales teams. Talented Owner with excellent marketing, customer service and facility oversight skills and more than 13 years of experience. Highly effective and comfortable working with people at all levels in organization. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Owner Support Supervisor

Holiday Inn Club Vacations Resort
03.2019 - Current
  • Supervise creation of exciting merchandise displays to catch attention of store customers.
  • Managed day-to-day business operations.
  • Streamlined operations to improve efficiency, enabling more time to be spent on strategic planning and decisionmaking.
  • Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
  • Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
  • Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Trained and motivated employees to perform daily business functions.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Daily review of discrepancy, bonus time, booking, cancellation, Splash Time membership, and Hold Time reports.
  • In charge of creating training applications for agents who didn’t get the full 8-week training per company needs.
  • Proficient in AS400, Citrix receiver,Salesforce, Medallia, Cresta and Compass systems.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
  • Introduced new methods, practices, and systems to reduce turnaround time.

Elite Owner Specialist

Holiday Inn Club Vacations Resort
03.2011 - Current
  • Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
  • Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
  • Assessed damaged materials and notified maintenance personnel of needed repairs.
  • Diligently working closely with owners for travel arrangements for car, flights, cruise, registry collection, and resort bookings.
  • Servicing high end accounts for owners being allocated Prestige and Elite level points per year.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Worked effectively in fast-paced environments.

Enrollment Coordinator

Hewitt Associates
08.2009 - 02.2011
  • Served as a liaison between applicants, admissions staff, financial aid representatives, and academic advisors for seamless registration experience.
  • Evaluated transcripts for transfer credit eligibility in accordance with institutional policies and accreditation standards while maintaining confidentiality of student records.
  • Communicated effectively via telephone, email, and in person with prospective customers.
  • Met or exceeded enrollment and retention goals consistently.
  • Created and followed call scripts and flows to maximize effectiveness.
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.

Education

Bachelor of Arts - Commercial Arts

Frostburg State University
Frostburg, MD

Skills

  • Customer Service Management
  • Records Organization and Management
  • Bidding processes
  • Performance Evaluation and Monitoring
  • Employee Development
  • Effective leader
  • Coaching and Mentoring
  • Quality Management Systems

Accomplishments

JD POWER Audit and Focus team member

Award winner for 2022 and 2023.

Branch out Alumni Working closely once a month with Director’s and Managers on personal growth and company skill building.

90% employee engagement score for 2023

4.00/5 above expectations in annual review for 2021

Certification

  • Kronos Training
  • J.D. Power Elective: Best Practices
  • Addressing Poor Performance
  • Crucial Conversations
  • Communicating with Impact
  • Voice of the Customer 101: into to VOC
  • Medallia 101: Intro to Medallia
  • Lean 101: Intro to Lean Thinking

Timeline

Owner Support Supervisor

Holiday Inn Club Vacations Resort
03.2019 - Current

Elite Owner Specialist

Holiday Inn Club Vacations Resort
03.2011 - Current

Enrollment Coordinator

Hewitt Associates
08.2009 - 02.2011

Bachelor of Arts - Commercial Arts

Frostburg State University

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Jonathan Edwards