Michelle Cole
Miramar,Florida
Summary
Organized Real Estate Professional with extensive knowledge of property sales and mortgage coordination. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Known for closing sales quickly and ensuring both buyer and seller satisfaction.
Overview
23
23
years of professional experience
Work History
Real Estate Professional
Lifestyle International Realty
2020.11 - Current
- Convert potential buyers, sellers, and investors into clients
- Prepare as is sales contracts, contracts to lease, and listing agreements
- Schedule and attend showings, listing appointments, inspections, final walk-throughs, and closings
- Negotiate price and terms of transactions
- Build relationships with clients and assist them through the entire process until closing
- Create content for my social media pages
- Follow up with clients to maintain relationships and build repeat business.
Analyst
Spirit Airlines
2020.02 - 2020.09
- Analyze call data and provide reporting to VP and Director of Guest Care
- Provide weekly call trends to management
- Lead weekly calibrations
- Attend weekly touchpoint meetings with BPO vendors
- Assist with roll out of new systems.
Supervisor, Special Travel Agent Relations
Royal Caribbean
2019.05 - 2020.02
- Oversee a team of 14 one stop shop agents that book and service groups and individual reservations from top producing travel agencies
- Review performance metrics with the team such as AHT, QA, Conversion, Surveys
- Coach the team on areas of improvement
- Create performance improvement plans and track progress.
Caregiver
2018.08 - 2018.11
- I took care of my mom while she was battling cancer.
QA & Training Supervisor
Royal Caribbean
2013.08 - 2018.08
- Oversee a team of 10 QA Specialists and 5 Trainers across two different sites for a Sales and Service call center
- Hire, train, and coach QA and Training Specialists
- Review team's metrics (performance, productivity, and accuracy)
- Ensure team's work-load is being completed in a timely manner
- Maintain QA and Training documents up to date
- Work with management to develop strategies, reports, and tools to align projects with department goals
- Present recommendations and project updates to all levels of management
- Meet with Management bi-weekly to review current QA and training initiatives.
QA Lead
Royal Caribbean
2011.04 - 2013.08
- Led a team of 7 QA Specialists
- Monitored the workload and created productivity reports to ensure the team was running efficiently and providing quality work
- Attended monthly QA meetings with leadership to answer any questions or concerns and to provide feedback on agent trends
- Sent out QA updates and reminders to agents and Management
- Witness Administrator in charge of updating computer names, extensions, team assignments, and adding new hires into the QA Witness program
- Assisted with the hiring of new QA and Training Specialists.
Executive Correspondence, Social Media
Royal Caribbean
2010.03 - 2011.04
- Reached out to difficult guests that contacted Royal Caribbean through Facebook, Twitter, and the President's Blog
- Researched and resolved escalated customer issues at the Executive level by providing assistance to direct guests and travel partners.
Sales Support Specialist
Royal Caribbean
2008.02 - 2010.03
- Assisted the Business Development Managers and Inside Sales reps with urgent issues and requests from key accounts
- Receive calls from the key accounts directly regarding sales promotions or customer service issues when the Sales Managers were not available.
Certified Groups Vacation Planner
Trade Support Services
2006.03 - 2008.02
- Received calls from direct guests interested in booking a group
- Explained the product, our policies, and the booking process to direct guests
- Set-up the group and answered any questions or concerns the guest might have
- Also assisted with casino groups inquiries from direct guests.
High Complexity Senior Partner
Trade Support & Service
2005.05 - 2006.03
- Took care of large incentive groups and contracted affinity groups appointed to me from agencies from all over the southeast region
- Booked meeting space, cocktail parties, hospitality desks, and any other amenities the groups may require
- Also in charge of the dining, accounting, and all service issues pertaining to the groups from start to sail.
Senior Partner Advocate
Trade Support & Service
2002.10 - 2005.05
- Took care of standard non-contracted groups for the top producing agencies from around the nation
- Responsible for opening their groups, their accounting, dining, amenities, as well as booking hotels and transfers
- Was their main point of contact
- Was then promoted to a High Complexity Senior Partner Advocate.
Partner Advocate
Trade Support & Service
2002.09 - 2002.10
- Took care of standard non-contracted groups for small agencies from around the nation
- Responsible for opening their groups, their accounting, dining, amenities, as well as booking hotels and transfers
- Was immediately promoted to Senior Partner Advocate.
Sales and Service Advocate
Trade Support & Service
2001.09 - 2002.09
- Answered incoming sales and service calls from travel agencies from around the nation
- Booked groups, helped with the accounting, took payments, and helped with any issues over the phone
- From this position, I was promoted to Partner Advocate.
Education
Florida Real Estate Sales Associate License -
Gold Coast
Broward College
01.2011
Miami Dade Collage
01.2002
Skills
- Over 4 years of experience with Residential Real Estate
- Proficient with Microsoft Excel, Word and Power Point
- Proficient with Outlook, Salesforce, and HubSpot
- Over 7 years of experience with leading a team
- Over 10 years of Customer Service and Sales experience
- Communication
- Time Management
References
Available upon request
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
French
Elementary
Timeline
Real Estate Professional
Lifestyle International Realty
2020.11 - Current
Analyst
Spirit Airlines
2020.02 - 2020.09
Supervisor, Special Travel Agent Relations
Royal Caribbean
2019.05 - 2020.02
Caregiver
2018.08 - 2018.11
QA & Training Supervisor
Royal Caribbean
2013.08 - 2018.08
QA Lead
Royal Caribbean
2011.04 - 2013.08
Executive Correspondence, Social Media
Royal Caribbean
2010.03 - 2011.04
Sales Support Specialist
Royal Caribbean
2008.02 - 2010.03
Certified Groups Vacation Planner
Trade Support Services
2006.03 - 2008.02
High Complexity Senior Partner
Trade Support & Service
2005.05 - 2006.03
Senior Partner Advocate
Trade Support & Service
2002.10 - 2005.05
Partner Advocate
Trade Support & Service
2002.09 - 2002.10
Sales and Service Advocate
Trade Support & Service
2001.09 - 2002.09
Florida Real Estate Sales Associate License -
Gold Coast
Broward College
Miami Dade Collage
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