Julie Roach
Apopka,FL
Summary
Vacation sales professional with experience in CRM tracking and customer relationship management. Strength in cross-selling through persuasive communication and needs-based recommendations. Strong record accuracy for guest profiles and reservations, supported by conflict resolution skills.
Overview
22
22
years of professional experience
Work History
Vacations Sales Rep
IHG Hotels & Resorts
Orlando, FL
08.2023 - Current
- Presented IHG vacation packages to qualified guests during inbound calls.
- Explained resort benefits and travel offers, enhancing guest understanding and engagement.
- Scheduled vacation sales presentations and confirmed guest appointments.
- Processed vacation package reservations, ensuring accurate bookings. reservations with accurate payment and contact details.
- Identified and pursued cross-selling opportunities for additional products and services.
- Identified opportunities for cross-selling additional travel products or services.
- Resolved customer complaints in a timely manner.
- Updated guest records in IHG reservation and CRM systems.
Call Center Manager
Optima Debt Solutions
Orlando, FL
04.2020 - 07.2023
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Coached agents on debt resolution scripts and customer communication.
- Resolved escalated customer complaints in an efficient manner while maintaining positive relationships with clients.
- Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
- Developed and maintained a team of call center representatives to meet performance standards.
- Implemented new strategies for improving customer experience through better communication channels such as email, text messaging or web chat support.
- Ensured compliance with relevant laws, regulations and policies related to customer service operations.
- Monitored account notes in CRM systems for accurate client records.
Legacy Vacation Club
Collection Manager
Kissimmee, Florida
05.2013 - 04.2020
- Developed strategies to improve collection efficiency and reduce delinquency rates.
- Managed collection processes, enhancing recovery of outstanding accounts.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Executed day-to-day duties with precision, contributing to overall operational efficiency.
- Coordinated with team members to successfully achieve project objectives and meet deadlines.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
FSP Collection Supervisor
Wyndham Vacation Ownership
Orlando, Florida
10.2008 - 05.2013
- Exceeded monthly collection targets and goals.
- Supervised collections team for Wyndham Vacation Ownership owner accounts.
- Monitored daily workflow of collection staff, delivering targeted feedback and coaching for performance improvement.
- Reviewed delinquent accounts and prioritized collection workflows.
- Coached agents to enhance skills in payment arrangements and effective call handling.
- Trained staff on collections procedures and customer service standards to improve service quality.
- Identified high priority situations and took appropriate escalation actions to resolve issues.
- Resolved escalated owner issues with clear, professional communication.
Customer Support Specialist
Comcast
Orlando, Florida
06.2004 - 10.2008
- Provided fast, friendly, knowledgeable service for routine inquiries and service complaints, enhancing customer experience.
- Resolved customer issues using CRM case notes and account management tools.
- Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
- Escalated complex complaints to facilitate timely resolution by support teams. to appropriate Comcast support teams.
- Processed service changes, orders, and appointment scheduling in Comcast systems.
- Processed customer account changes to enhance service delivery and ensure accurate account management. with proprietary software.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Audited customer account information to identify issues and develop solutions.
Education
Associate of Science - Liberal Arts
Valencia College
Orlando, FL09-1996
Skills
- Travel package promotion
- Customer relationship management
- CRM data entry
- CRM tracking
- Call center operations
- Cross selling
- Sales negotiation tactics
- Problem solving
- Attention to detail
- Persuasion techniques
- Conflict resolution
- Multitasking
Timeline
Vacations Sales Rep
IHG Hotels & Resorts
08.2023 - Current
Call Center Manager
Optima Debt Solutions
04.2020 - 07.2023
Legacy Vacation Club
Collection Manager
05.2013 - 04.2020
FSP Collection Supervisor
Wyndham Vacation Ownership
10.2008 - 05.2013
Customer Support Specialist
Comcast
06.2004 - 10.2008
Associate of Science - Liberal Arts
Valencia College