Maria Diaz

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
• Provides high level of customer service through warm welcome and guest happiness
• Identifies and assigns the Sales Executive and Sales Leader guests per the rotation
• Ensuring Sales Gallery are ready for the start of business.
• Assigns sales bays for Sales Executives by tour guest count and reassigns sales bays to account for overage and adjust throughout the day.
• Ensures that the assignment of tours is logged in HGV system (Chorus) and as needed, in the manual log.
• Performs accurate and timely reporting of exception tour information processing to appropriate department.
• Maintains and interprets tour rules and rotation to ensure consistency and integrity of process.
• Liable for gift banks at assigned locations and maintains accuracy and balancing during shift

Administers exceptional customer service by providing application intake for individuals and agencies licensed under Chapter 493, Florida Statutes, and for new and renewal concealed weapon license applications under section 790.06, Florida Statutes.

Applicant intake includes the following: maintaining the appointment calendar; examination and analysis of application and supporting documentation to verify completion; notarization administration of oath of the application; electronically scanning the applicant's fingerprints; digitally photographing the applicant; and payment processing.

Issues and prints renewal licenses.

Performs appropriate data entry to maintain records and statistics using a complex interactive computer database, specifically, the electronic document management system (EDMS).

Responds to applicant and licensee inquiries regarding statutory and procedural eligibility requirements for applications and renewals. Interprets policies, procedures and applicable Florida Statues. Reviews applications, fingerprints and other documentation to determine the action(s) required to complete the processing of an application or renewal application. The incumbent must have a thorough working knowledge of a variety of integrated software packages to request and direct research necessary to resolve licensing problems.

Assists hearing officers in conducting informal hearings held in the regional office, administers oath to hearing witnesses and performs appropriate data entry for hearing documents.

Performs other related duties as required.