Yolanda Cruz
Haines City,FL
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
13
13
years of professional experience
Work History
Sales Representative
Travel Club Westgate Resorts
01.2023 - 02.2024
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
Lead Tour Desk
Westgate Lakes Resort
08.2021 - 11.2022
- Promoted a positive company image through professional interactions with clients, vendors, and colleagues alike.
- Assisted guests in planning memorable vacations by suggesting customized itineraries based on their interests and preferences.
Assist Manager Tour Desk
Westgate Lakes Resort
05.2021 - 08.2021
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Tour Desk Agent
Westgate Lakes Resort
12.2020 - 05.2021
- Facilitated group reservations for special events or large parties, coordinating with vendors to secure optimal arrangements for clients'' needs.
- Streamlined tour desk operations for improved guest experiences and increased bookings.
Marketing Representative
Westgate Resorts Vacations Villas
08.2019 - 03.2020
- Created reports to track performance of marketing campaigns and suggest improvements.
- Partnered with sales teams to develop and execute marketing initiatives that supported customer acquisition and retention goals.
Tour Desk Agent
Westgate Resorts Vacation Villas
05.2014 - 07.2019
- Maintained up-to-date knowledge of tour offerings, pricing, and availability to provide accurate information to clients.
- Assisted guests in planning memorable vacations by suggesting customized itineraries based on their interests and preferences.
Secretary Specialist
Kidsville Pediatrics
02.2013 - 04.2014
- Maintained a well-organized office environment by keeping supplies stocked, files updated, and equipment functioning properly.
- Streamlined billing processes for improved accuracy in invoice generation and payment collection.
Secretary
Sweet Vacation Homes
07.2012 - 01.2013
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
Secretary/Receptionist
Dental Dreams
05.2011 - 06.2012
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Scheduled appointments and conducted follow-up calls to clients.
Education
Certificate - Timeshare Sales 1,2,3
Westgate Timeshare Training
Orlando, FL05.2016
Certificate - Communication
American College of Education
05.1994
Diploma - Diploma
Fernando Callejo
05.1991
Skills
- Florida Real Estate Timeshare Laws & Regulations (1 year)
- Resort Ethics & Standards (3 years)
- Principles & Practices of Timeshare Ownership (1 year)
- Customer Service Specialist (10 years)
- Interval International Exchange Consultant (Less than 1 year)
- Sales Experience (1 year)
- Customer Service
- Customer Relations
- Interpersonal communication skills
Additional Information
Computer literacy, Bilingual
Personal Information
Title: Marketing & Sales Professional
Timeline
Sales Representative
Travel Club Westgate Resorts
01.2023 - 02.2024
Lead Tour Desk
Westgate Lakes Resort
08.2021 - 11.2022
Assist Manager Tour Desk
Westgate Lakes Resort
05.2021 - 08.2021
Tour Desk Agent
Westgate Lakes Resort
12.2020 - 05.2021
Marketing Representative
Westgate Resorts Vacations Villas
08.2019 - 03.2020
Tour Desk Agent
Westgate Resorts Vacation Villas
05.2014 - 07.2019
Secretary Specialist
Kidsville Pediatrics
02.2013 - 04.2014
Secretary
Sweet Vacation Homes
07.2012 - 01.2013
Secretary/Receptionist
Dental Dreams
05.2011 - 06.2012
Certificate - Timeshare Sales 1,2,3
Westgate Timeshare Training
Certificate - Communication
American College of Education
Diploma - Diploma
Fernando Callejo
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