Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nancy Voss

Orlando,FL

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

12
12
years of professional experience

Work History

Data Entry Supervisor

Westgate Resorts
01.2024 - Current
  • Audited production reports, tracking data entry and processing errors.
  • Maintained data entry team access log-ins and granted system permissions to approved employees.
  • Conducted performance reviews of employee goals, objectives, and performance expectations.
  • Managed performance expectations for 14 employees within the Data Entry department.
  • Provide customer service to managers and sales directors by communicating via email, Microsoft Teams, and phone.
  • Assist Training department as needed by serving as a substitute trainer for Data Entry and Concierge activation onboarding.

Concierge Activations/OPCR Team Lead

Westgate Resorts
05.2022 - 01.2024
  • Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
  • Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Assisted the team in successfully booking reservations and ensuring guests have a great experience upon checking into the resort and attending a tour preview.
  • Updated reports have been sent to directors for each resort to track bookings before guests arrive at the resort.
  • Assisted and fulfilled the role of a substitute trainer as needed for two departments.a

Concierge Representative

Westgate Resorts
09.2021 - 05.2022
  • Handling inbound and outbound calls to assist customers in booking reservations for vacation packages.
  • Responsible for accurately organizing and scheduling tour previews for the resort, ensuring a smooth experience for our guests.
  • Committed to providing stellar customer service and effectively de-escalating calls when supporting customers.
  • Assisted the training department by stepping in as a substitute trainer as needed.

OPCR Reservations

Westgate Resorts
06.2012 - 09.2021
  • Demonstrated excellent multitasking skills while accurately inputting guest information into the 3 minutes.
  • Updated reports to ensure tour allotments were not overbooked
  • Assisted Leadership in auditing calls and ensuring tours were booked accurately by fellow team members as needed.
  • Assisted as needed to cover the customer service line, ensuring the sales team received updated information on existing tours and providing directions to the resort for guests as required.

Education

GED -

Maynard Evans High School
Orlando, FL
1981

Skills

  • Accuracy and Precision
  • Deadline-oriented
  • Data Management
  • Training Assistant
  • Customer Service
  • Leadership

Timeline

Data Entry Supervisor

Westgate Resorts
01.2024 - Current

Concierge Activations/OPCR Team Lead

Westgate Resorts
05.2022 - 01.2024

Concierge Representative

Westgate Resorts
09.2021 - 05.2022

OPCR Reservations

Westgate Resorts
06.2012 - 09.2021

GED -

Maynard Evans High School

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Nancy Voss