Nancy Carter
Noblesville,IN
Summary
30+ years Experienced Director in Customer Service, Call Center, Operations, and Sales. Achieved significant improvements in customer satisfaction through strategic leadership and operational excellence. Drove initiatives that enhanced team performance and resolved conflicts effectively. Elevated service standards by implementing innovative customer service strategies and fostering a collaborative team environment.
Overview
26
26
years of professional experience
Work History
Director of Customer Care
RCI
Carmel, IN
04.2020 - Current
- Works closely with organizational Senior and Executive leadership, including Board of Directors, to strategically affect direction of operations.
- Focus teams on developing innovative and cutting-edge approaches at all levels with effective resource allocation and strategic planning.
- Pivot, re-center and act quickly to course correct when necessary.
- Created annual Department budget and specific metrics.
- Assist leadership with launch of start-up Teams/Departments to achieve Customer and Development.
- Analyze business needs while soliciting customer feedback for process improvements.
- Develop and maintain positive relationships with employees.
- Coach, lead and develop employees to encourage long term employment.
- Manage teams to guarantee successful Inventory supply chain pipeline for RCI Members through sourcing from RCI Affiliates.
- Resolve all issues efficiently, which in turn enhanced customer satisfaction ratings.
- Optimize operational processes by developing company-wide analytics tool to address client-Affiliate Satisfaction.
- Optimize processes and supervise up to one hundred employees, including overseeing administration, budgeting, sales and scheduling protocols.
- Utilize trends in timeshare and travel marketplaces to create solutions and refine business strategies.
- Attending ARDA, ARDA WIN, Resort visits and secret shopping Resorts.
- Train Affiliates and discuss issues to provide resolution and apply best practices.
- Hire employees to achieve daily and long-term operations and business goals.
- Leveraged marketplace trends to create solutions and refine business strategies.
- Develop impactful and strategic partnerships with over 1700 Affiliate clients to drive Business
Director of Call Center Operations
RCI
Indianapolis, IN
01.2024 - 10.2025
- Led strategic initiatives to enhance call center efficiency and customer satisfaction.
- Developed and implemented training programs to improve agent performance and retention.
- Analyzed call center metrics to identify trends and drive process improvements.
- Collaborated with cross-functional teams to optimize workflow and resource allocation.
Director Resort Operations
RCI
Indianapolis, IN
04.2013 - 06.2020
- Directed strategic initiatives to enhance operational efficiencies across multiple departments.
- Mentored senior management and staff, fostering a culture of continuous improvement and accountability.
- Developed and implemented policies that aligned with organizational goals and compliance standards.
- Analyzed market trends to inform decision-making and drive competitive advantage in service offerings.
- Collaborated with cross-functional teams to streamline processes, reducing redundancies and improving workflow efficiency.
- Oversaw budget planning and resource allocation, ensuring optimal utilization of financial assets.
- Established performance metrics to evaluate team effectiveness, driving alignment with business objectives.
- Led change management initiatives, facilitating smooth transitions during organizational restructuring efforts.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
Supervisor
RCI
Indianapolis, IN
04.2000 - 01.2015
Education
Associate of Arts - General Education
Indiana State University
Terre Haute, INSkills
- Directed initiatives to elevate customer service operations and foster a culture of teamwork among staff Developed and implemented strategies for effective complaint resolution, enhancing overall performance Championed adaptability within team processes to meet changing demands Cultivated strong customer relations through proactive engagement and oversight of training programs Managed operations to ensure efficiency and drive team success through goal-setting practices and improved communication channels
- Teamwork and collaboration
- Customer relations
- Operations management
Accomplishments
- Supervise team of up to one hundred staff members.
President’s Award Winner
The President’s Award is the highest award within Wyndham/RCI. I was honored to win this award for the creation and execution of a revenue generating project which included writing a project plan, hiring, training and executing a new team in a matter of 4 weeks that has now contributed over 10M in 3 years., The idea was to save a few member transactions that were failing and leaving the company to never return., The test started with six team members, which has now grown into thirty-two team members with two supervisors reporting directly to myself., The concept was easy, empowering the staff to do what necessary to care of our members., These members were frustrated by their efforts to get their business done and resulted in dropping out of the transaction., The process is complicated, time consuming and honestly just plain exhausting to the paying customer., I handpicked a team, trained them to say YES! and do whatever it takes to make our customers happy!, "No problem too big or too small" is our slogan! I was extremely fortunate to be nominated by our Vice President for this award., My spouse and I flew to New York for an all-expenses paid trip, including many events with our companies Senior Executive team and CEO. It was an honor winning this award.,
Four years later, I was nominated for the Chairman’s Award for a similar project and was again awarded this top award within the company., Celebrating in Orlando with our Senior and Executive Leadership at a closed event at Sea World and enjoying a few days with the mouse., Another moment in my career of which I am extremely proud.
Contact
- Nancy Carter
- RCI Director Of Customer Care And Operations
- 11159 Jubilation Way
- Noblesville, IN, 46060
- 3176255212
- Nancy.carter@rci.com
Timeline
Director of Call Center Operations
RCI
01.2024 - 10.2025
Director of Customer Care
RCI
04.2020 - Current
Director Resort Operations
RCI
04.2013 - 06.2020
Supervisor
RCI
04.2000 - 01.2015
Associate of Arts - General Education
Indiana State University