Sherry Ryan
Pompano Beach,FL
Summary
Seeking Senior level management position with a dynamic, growth-oriented company where I can make a positive contribution towards meeting and exceeding organizational sales, marketing, and service objectives. Bringing 20+ years of experience. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Driven Area Sales Manager with 20+ years of experience in management capacity and strong competitive sales drive, adaptability and perseverance. Well-honed listening skills and problem-solving attitude to uncover needs and overcome objections to close sales and achieve goals within multiple assigned territories. Successfully motivates and develops sales teams in results-driven and customer-focused environments with positive attitude towards achievement.
Overview
28
28
years of professional experience
Work History
Quality Assurance Manager
Bluegreen Vacations
- Traveled to 35 of 53 store locations to conduct Mystery Shops on the sales operations
- Documented detailed feedback on each interaction
- Recreated sales alert scenarios to improve the training and development of our managers and sales associates
- Facilitated on the spot train the trainer sessions as well as sales associate workshops
- Director of Quality Assurance and Vendor Relations
- Developed and Facilitated New Manager training and Train the Trainer sessions across the nation
- Built a Customer Survey tool with a third-party vendor to provide immediate feedback to customers who purchased vacation packages
- Response rate exceeded survey standards by 4%
- Maintained a 9.2 rating across all sales and marketing locations
- Allowed for immediate training opportunities within each location
- Responsible for all training programs, sales, and operations for South Florida Region
- Acted as Interim District Manager for 5 Retail Locations
- Oversee 11 retail operations located in Florida Region
- Recruited, hired and trained a team of eleven highly effective sales managers
- Accountable for meeting and exceeding sales budgets while maintaining the highest degree of quality and customer service.
National Director
Bluegreen Vacations Service Center
- Service Center
- Responsible for evaluating Key Performance Metrics to gauge the quality of Customer Service, Develop Customer retention programs to resolve any customer issues, enhanced upgrade strategies resulting in increased customer engagement and VPG's when attending Sales Presentations
- Responsible for the strategic direction of Customer Service training programs for Personnel and customers
- Create a sales alert process for all escalated issues that were potentially caused by misunderstandings and or misleading information creating customer concerns and or cancels
- Oversee all phases of instructional development to aide in personnel performance expectations to meet the needs of clients
- Continuously work with Phone technology teams to develop IVR scripting and routing, reporting to allow monitoring of KPI's (Abandon Rate, Average Talk Time, Transfers, Hold time)
- Enhanced upgrade strategies resulting in increased customer engagement and VPG's when attending Sales Presentations.
- Effectively supervised staff of [Number] personnel by implementing company policies, protocols, work rules and disciplinary action.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Area Director
Bluegreen Vacations Unlimited, Inc
01.2000 - 12.2022
- Analyzed financial performance of area by monitoring budgets and expenses, reviewing financial statements and recommending appropriate actions.
- Created and managed execution of store business plans to drive KPI results and maximize business opportunities.
- Performed [Timeframe] audits to reduce and control loss and meet internal audit and compliance objectives.
- Conducted competitor analysis to highlight competitor strengths and weaknesses and forecast projected business.
- Initiated company-wide training program to improve operations and reduce turnover [Number]%.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
- Increased revenue by productively directing time and resources to applicable areas and exceeding specific sales goals.
- Set and achieved sales targets for South Business Unit region.
- Hired, mentored and motivated Sales Managers and Sales associates.
Senior Manager, Lead Generation and Special
Bluegreen Vacations Retail Marketing
08.2018 - 03.2020
- Oversight of all Vendor phone rooms
- Contract negotiations, Legal Review, Legal issues inclusive of DNC, Complaints Campaign Management, Vendor sales, Referral Sales both inbound and outbound, operational and leadership training, lead generation, inbound/outbound sales, owner events, vendor relations, email and social media campaign strategy and creative teams
- Partnered with key stakeholders in each project/program owner to identify performance goals and or gaps
- Tested Marketing Initiatives in various Face to Face store locations inclusive of Bass Pro and Outlet Malls
- Developed and executed strategic business plans, Budgets, operational goals, and performance metrics that drive productivity and ensure a high level of sales performance and customer satisfaction
- Managed Quality Assurance tool called Medallia to ensure Customers were treated with the highest level of quality during the sales process with our Face to Face Sales and Marketing reps around the country.
Director of Marketing
Vacations
01.2012 - 01.2015
- Sports Marketing and Vendor Relations – Bluegreen, Recruited, Hired and Trained Sales and Marketing team of 8-15 Super Sales Reps and 1-2 Managers to attend Nascar and PGA Events over the course of 36 or more weeks of the year
- Arranged travel for the Sales and Marketing reps inclusive of Hotel, Car and Air from event to event while maintaining cost efficiencies
- Implemented metrics to maintain daily evaluation of the effectiveness of Traveling team hiring and training programs
- Managed all aspects of our Telemarketing Vendor Relationships, inclusive of; Contract Negotiation, Contract Review, Package sales mix, Campaign Management, Lead Distribution, DNC, TCPA rules and regulation compliance, Scripting Compliance, Recording audits, onsite visits and site audits of each vendor, training, motivation, performance reports, Quotas, closing percentages, KPI reporting for senior leadership.
Education
Business Administration And Management
Ocean County Community College
Ocean City, NJSkills
- Sales
- Best Practices
- Development
- Coaching
- Communication
- Team building
- Virtual Instructor-led Classroom Facilitation
- Compliance
- P&L Responsibility
- Regional Sales and Support
- Special Assignments
- Human Resources
- Policy Reinforcement
- Internal Audits
- Staff Training
- Budgeting and Expenditures
Accomplishments
Presidents Club 2020
Languages
Spanish
Elementary
Timeline
Senior Manager, Lead Generation and Special
Bluegreen Vacations Retail Marketing
08.2018 - 03.2020
Director of Marketing
Vacations
01.2012 - 01.2015
Area Director
Bluegreen Vacations Unlimited, Inc
01.2000 - 12.2022
Quality Assurance Manager
Bluegreen Vacations
National Director
Bluegreen Vacations Service Center
Business Administration And Management
Ocean County Community College
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