Symone Acey
Orlando,FL
Summary
Results-driven professional with extensive experience in customer satisfaction through outstanding service and streamlined operations. Skilled in problem-solving, data analysis, and training, bringing a strong commitment to improving client experiences and achieving business goals. This Customer-oriented leader committed to leaving great, lasting impression with guests and colleagues alike.
Overview
9
9
years of professional experience
Work History
CDS Tour Desk Lead
Marriott Vacation Club
02.2022 - Current
- Enhanced customer satisfaction and loyalty through outstanding service delivery and proactive response to client queries.
- Ensured smooth operations at the tour desk by creating detailed records of Tours, payments, and correspondence.
- Implemented new tracking system to enhance client experience through personalized service and customized recommendations.
- Enhanced the company's image by consistently interacting professionally with both clients and colleagues.
- Improved overall marketing ROI by closely monitoring campaign analytics and adjusting strategies accordingly.
- Elevated company''s social responsibility profile by championing cause-related initiatives that aligned with brand values.
- Managed a high-performing marketing reporting team, providing coaching and professional development opportunities for growth.
- Streamlined internal communication processes, fostering better collaboration between marketing departments.
- Collaborated with senior sales, senior marketing and other business development executives to create best practices for marketing initiatives that allow a positioning for vertical results and quick follows ups when needed.
- Collected and analyzed data from variety of sources to create detailed market research reports for top-level decision makers.
- Tracked key metrics and developed spreadsheets and data models.
- Streamlined onboarding process for new hires, reducing time to proficiency and increasing employee satisfaction.
- Evaluated training program effectiveness through regular feedback collection and assessment tools, ensuring continuous improvement.
- Established a culture of continuous learning by promoting self-directed education opportunities for employees at all levels of the team.
Customer Service - Marketing Vacation Packages
Marriott Vacation Club
08.2021 - 02.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Hilton Grand Vacations
03.2017 - 12.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Improved resolution time with effective problem-solving for customer complaints.
- Participated in training programs to enhance product knowledge and customer service skills.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Investigated and resolved accounting, service and delivery concerns.
Inbound Call Center Sales Representative
Hilton Grand Vacations
04.2015 - 03.2017
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Increased sales revenue by skillfully promoting company offerings and upselling relevant products or plans to customers.
- Achieved positive outcomes on challenging calls by leveraging advanced problem-solving abilities combined with empathetic listening skills.
- Contributed to team sales targets by consistently meeting and exceeding individual performance goals.
- Maintained a high level of product knowledge, staying up-to-date on new features and offerings to provide expert guidance to customers.
- Supported colleagues in achieving collective goals through peer coaching, constructive feedback sharing, and consistent teamwork efforts.
Education
Bachelor of Arts - Interdisciplinary Studies
Jackson State University
Jackson, MS08.2025
Associate of Arts - Education
Valencia College
Orlando, FL05.2023
Skills
- Travel industry experience
- Cultural Awareness
- Upselling strategies
- Tour planning expertise
- Customer Service
- Problem-solving skills
- Time Management
- Timeshare Business Experience
- Training and mentoring
- Microsoft Office
- Administrative Skills
Timeline
CDS Tour Desk Lead
Marriott Vacation Club
02.2022 - Current
Customer Service - Marketing Vacation Packages
Marriott Vacation Club
08.2021 - 02.2022
Customer Service Representative
Hilton Grand Vacations
03.2017 - 12.2020
Inbound Call Center Sales Representative
Hilton Grand Vacations
04.2015 - 03.2017
Bachelor of Arts - Interdisciplinary Studies
Jackson State University
Associate of Arts - Education
Valencia College
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