Milena Mateus
Owner Onboarding Specialist
Orlando,FL
Summary
Encouraging self-starter and problem-solver with talents for relationship building skills, persuasion, leading and motivating, as well as excellent customer relations aptitude. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to building my business acumen and participating in necessary ongoing training to stay competitive. Demonstrates morale-building abilities to enhance employee engagement and boost team and company performance.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Owner Onboarding Representative
Travel + Leisure Co.
04.2023 - Current
- Conduct in-person and virtual sales closings for Club Wyndham and Worldmark by Wyndham New and Existing Owners
- Scheduling all VOA calls during closing sessions for all new owners and sales transactions with a net purchase price of $60,000 or more
- Provide owner education through topic curriculum on all aspects of the club products and offer guidance in maximizing an owner's vacation ownership. Resulting in post-sale customer service for sales retention and compliance.
- Balance proactive efforts with owners as well as reactive work to ensure new owner purchase satisfaction and existing owner loyalty. Ensuring quality service standards, goals, and objectives are met consistently.
- Work with assigned Front-Line and In-House Managers to assist streamline knowledge, training, and processes.
- Collaborated with team members to achieve monthly, quarterly, and annual sales targets.
Sales Experience Specialist
Travel & Leisure Co.
09.2018 - 04.2023
- Investigate/research sales misrepresentation claims
- Create & manage case reports with recommendations based on findings
- Bridging the gap between sales & owner resolution to increase productivity & decrease rescission
- Responsible for tracking, trending, researching 3rd Party Assisted Complaints
- Empowered to address all BBB complaints & work cohesively with Consumer Affairs to prevent legal escalations
- Display the Count on Me initiative by instilling hope into our owners. Our goal is to get our consumers to a manageable place in their ownership to continue extraordinary vacations as intended
- Support and assist with Sales Experience new hire training and peer to peer mentorship with the goal of attaining consistent EC reporting
- Tracked key performance indicators to measure individual success
Owner Services Case Specialist
Wyndham Destinations
05.2018 - 09.2018
- Responsible for the prompt and accurate response, resolution and reporting of electronic mail inquiries and complaints from WVO owners and guests which originate from the applicable Club website and branded social media platforms
- Research owner/guest concerns, identify root cause, provide education, and evaluate appropriate compensation
- Collaborate with WVO internal operations and Club management, as well as maintain working knowledge of the following WVO service and support departments: Sales Compliance, Sales Operations and Standards, Resort and Inventory management, Title Services and Consumer Finance/Collections/Account Resolution Team.
Owner Services Phone Specialist
Wyndham Destinations
11.2017 - 05.2018
- Review and identify root cause for all escalated service request from owners and use this information to improve service levels by creating cases on Wyntracker
- Establish correct expectations, enforce relief and resolve through effective communication with owner and other service departments
- In depth understanding of contract standards, contractual documents and the sales compliance manual
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Vacation Specialist
Wyndham Vacation Ownership
05.2016 - 11.2017
- Educate owners on details of their product so they can maximize the value of their ownership
- Overcome obstacles to meet owners’ needs by offering detailed insight and alternatives to help book vacations
- Maintained up-to-date knowledge of travel industry trends, company products, and best practices to better serve owners.
- Asked open-ended questions to better ascertain owner needs and determine best travel offerings.
Education
Associate of Arts - Health Sciences
Valencia College
Orlando, FL 05.2012 - 05.2014
Skills
Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and Case Management platforms
Research methods
Technical Writing
Multitasking Abilities
Time management
Sales strategy
Excellent communication
Decision-making
Customer complaint resolution
Detail-oriented
Cross-functional collaboration
Certification
FL Division of Real Estate: Sales Associate
Timeline
Owner Onboarding Representative
Travel + Leisure Co.
04.2023 - Current
FL Division of Real Estate: Sales Associate
07-2022
Sales Experience Specialist
Travel & Leisure Co.
09.2018 - 04.2023
Owner Services Case Specialist
Wyndham Destinations
05.2018 - 09.2018
Owner Services Phone Specialist
Wyndham Destinations
11.2017 - 05.2018
Vacation Specialist
Wyndham Vacation Ownership
05.2016 - 11.2017
Associate of Arts - Health Sciences
Valencia College
05.2012 - 05.2014
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