Pilot Park
Henderson
Summary
Experienced professional with strong problem-solving ability, willingness to learn, and excellent communication skills. Over 17 years of demonstrated leadership experience, successfully leading sales and quality assurance teams to drive growth, process improvement, and contract efficiency. Expertise in sales operations management, process streamlining, and implementing effective strategies to enhance overall business performance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Director of Sales Quality Assurance
Travel and Leisure
01.2019 - 10.2024
- Managed a Business Unit of over 40 team members, 6 managers/ Site Leads for all brands in 6 different states.
- Responsible for over 30,000 contract documents sold and reviewed with clients, which contributed to over $400 million in Gross Sales revenue with a 96% contract efficiency rate.
- Fostered an environment focused on compliance, customer service,sales, and client/employee retention.
- Set clear personal & professional goals for the business unit that alignment with organizational objectives.
- Identified,recruited,and developed team members into management roles.
- Enhanced customer satisfaction levels by addressing concerns promptly and providing tailored solutions.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Program Manager Sales Quality Assurance
Wyndham Destinations
07.2017 - 01.2019
- Managed a Business Unit of over 20 team members, 4 managers/ Site Leads for all brands in 5 different states.
- Responsible for over 24,000 contracts document sold and reviewed with clients, which contributed to over $300 million in Gross Sales revenue with a 97% contract efficiency rate.
- Help create associate/manager handbook which outlined job responsibilities and performance metrics.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Coached team members on professional development opportunities, contributing to improved overall performance.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
Sales Quality Assurance Manager
Wyndham Destinations
02.2013 - 07.2017
- Managed a team of 8-11 associates which was responsible for contract document review and provide customer service with external clients.
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the sale sites.
- Cultivated a positive work environment through recognition programs, team-building activities, and transparent communication.
- Trained team members on sales quality assurance principles, fostering a culture of accountability and high performance.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Identified plans and resources required to meet project goals and objectives.
Education
Business Administration And Management
North Central State Community College
Mansfield, OH06-2004
Skills
- Leadership
- Team Collaboration/Development
- Client Relationship
- Revenue Growth
- Sales Training and Project Management
- Regulatory Compliance Standards
- Operations Management
- Risk Management
Certification
Lean Six Sigma Certified
Gallup's Strength Coach
Timeline
Director of Sales Quality Assurance
Travel and Leisure
01.2019 - 10.2024
Program Manager Sales Quality Assurance
Wyndham Destinations
07.2017 - 01.2019
Sales Quality Assurance Manager
Wyndham Destinations
02.2013 - 07.2017
Business Administration And Management
North Central State Community College
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