Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Melissa Sexton

Client Services Expert
Bluffton,SC

Summary

Experienced and motivated results-driven manager in staff training, development and retention. Achieves revenue goals in addition to maintaining high customer/client satisfaction. Building outstanding sales teams with strong interpersonal skills to achieve bottom-line objectives. Experienced in new project development, rollout and troubleshooting. Travel inside and outside the U.S. as needed

Overview

22
22
years of professional experience
7
7
years of post-secondary education

Work History

Resort Condominium International
01.2001 - Current

Field Account Representative

RCI
01.2013 - Current
  • Work directly with owners and resort client to promote easy transition from sales to product satisfaction
  • Focus on personal goals and service objectives
  • Work closely with client to ensure customer satisfaction
  • Focus on education and support
  • Collaborate with client and new customers to provide best in class service
  • Implement new products and policies
  • Large daily volume of customer inquiries
  • Prompt response to all calls and emails
  • Offer personalized solutions to meet customer requirements
  • Collaborate with other departments to develop ways to increase customer satisfaction
  • Communicate with clients regarding customer needs
  • Utilize active listening skills to identify customer needs and provide appropriate solutions

Group Sales Manager

CSS
01.2009 - 01.2013
  • Mentor and develop skills of Supervisors to reach their production and service objectives
  • Work closely with clients to ensure product fulfillment needs
  • Responsible for reaching set goals, ensuring staffing needs met and reducing call center attrition
  • Facilitate routine calls between the RCI sites and client
  • Work with client vendors as needed to ensure updates and trends are communicated appropriately and in a timely manner
  • Insure information to all departments and employees in accurate, timely and professional
  • Extensive communication, written and verbal, in group and individual settings
  • Work with departments on key projects and develop training as needed
  • Responsible for rewards and recognition implementation, including developing strategies to enrich performance and morale
  • Work closely with other areas in the organization to ensure staff training and continued development
  • Maintain a monthly budget.

Club Account Specialist

Sol Melia Vacation
01.2007 - 01.2009
  • Hire, train and supervise reservationists for Sol Melia client fulfillment
  • Manage day-to-day activities for continuous member/client satisfaction, acting as the primary client contact for servicing concerns and updates among three global sites
  • Review policies, procedures, and operating systems to recommend improvements for product growth and member satisfaction
  • Implement department-wide product training, customer service training
  • Document all processes ensuring all department and sites are updated in a timely manner
  • Motivate team by creating a fun and productive atmosphere
  • Assist client with any servicing concerns
  • Work closely with all sites to ensure servicing and product knowledge needs are met
  • Worked closely with other business units as program expert
  • Identify new products that add value

Group Sales Manager

RCI
01.2005 - 01.2007
  • Mentor and develop skills of Supervisors to reach their production and service objectives
  • Work closely with other sales managers to ensure consistency
  • Focus on attrition and staffing models to ensure department goals
  • Insure information share to Director, Supervisors and employees in an accurate, timely and professional manner relating to policies, processes, products, expectations and evaluations
  • Implement new processes to cultivate teamwork within multiple groups
  • Responsible for rewards and recognition implementation, including developing strategies to enrich performance and morale
  • Work closely with other areas in the organization to ensure staff training and continued development
  • Maintain a monthly budget
  • Work internationally on expansion project for a new international call center
  • Develop processes and policies based on servicing needs and local laws
  • Train new employees and supervisors on product and processes
  • Set up organizational structure and tools to start building new processes

Club Supervisor

WorldMark Vacation
01.2003 - 01.2005
  • Hire, train and supervise a 15-22-member team
  • Manage day-to-day activities and monitor member/client feedback
  • Implement department-wide outcalling program with the key initiative to decrease member dissatisfaction and reduce compensation and inventory loss
  • Assist with cross-service training of employees
  • Work closely with marketing project lead to make recommendations for new marketing materials
  • Work closely with other business units as WorldMark program expert
  • Make recommendations for system support and new product servicing
  • Identify the need for changes in current policies to prevent inventory spoilage and establish consistency within the programs.

Club Supervisor

Hilton Vacation
01.2001 - 01.2003
  • Train, supervised, and motivated a 12-15-member team
  • Provide individual feedback in a timely manner to promote growth and drive sales
  • Identify individual need for training and create training materials
  • Train new employees on company software, products, technical issues, and sales techniques
  • Conduct sales training with under-performing teams - resulting in no employee turnover due to production standards
  • Work on team project to open new servicing center location
  • Travel to and train new servicing group while working directly with the client to ensure satisfaction

Education

B S - Management and Human Resources

IUPUI
01.1996 - 01.2002

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Indiana University
01.1995 - 01.1996

Skills

Customer service expertise

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Timeline

Field Account Representative

RCI
01.2013 - Current

Group Sales Manager

CSS
01.2009 - 01.2013

Club Account Specialist

Sol Melia Vacation
01.2007 - 01.2009

Group Sales Manager

RCI
01.2005 - 01.2007

Club Supervisor

WorldMark Vacation
01.2003 - 01.2005

Resort Condominium International
01.2001 - Current

Club Supervisor

Hilton Vacation
01.2001 - 01.2003

B S - Management and Human Resources

IUPUI
01.1996 - 01.2002

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Indiana University
01.1995 - 01.1996

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Melissa SextonClient Services Expert