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
Account management
Staff education and training
Key stakeholder relationship building
Training development aptitude
Service standard compliance
Complaint resolution
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