Yolanda Deane
Virginia Beach,VA
Summary
Accomplished Quality Assurance Specialist and Sales Executive with a proven track record at Hilton Grand Vacations / Diamond Resorts, enhancing customer satisfaction and retention through expert training and quality management. Skilled in communication and sales development, adept at leading teams to exceed targets through strategic planning and effective mentorship. Demonstrates exceptional decision-making and people skills, ensuring compliance and operational excellence.
Overview
11
11
years of professional experience
Work History
Quality Assurance Specialist
Hilton Grand Vacations
Virgina Beach, VA
05.2019 - Current
- Guiding new owners through the legal contract-signing process, responsible for providing new and existing owners with customer service, and de-escalating customer complaints.
- Acted as the first point of contact for purchasers, and performed follow-up calls to increase retention.
- Responsible for training new QA hires on verbiage, systems, QA processes, and overcoming various obstacles that may arise within sales closings.
- Training sales executives on pre-closing documents and best practices.
- Acts as a liaison between sales executives, leaders, and clients.
Sales Executive
Diamond Resorts
Virginia Beach, VA
05.2018 - 05.2019
- Performed oral presentations and explained member benefits.
- Detailed written presentations to guide the potential owner into membership.
- Performed customer service and maintained effective communication with clients via email and phone.
- Expertise in product knowledge.
- Structured continuous training for myself, and trained others on the sales process.
Front Line Sales Executive (Promoted to Manger)
Diamond Resorts (Formerly Gold Key Resorts)
Virginia Beach, VA
07.2014 - 11.2016
- Welcomed clients and presented vacation ownership via a front-to-back scripted presentation.
- Guided potential buyers into ownership to generate revenue.
- Followed an extremely structured sales presentation with a strong emphasis on buyers' psychology.
- Promoted to Sales Manager / T.O.
- Responsible for closing business for individual sales agents.
- Provided mentoring, training, and coaching to ensure culture, compliance, and optimize sales efficiencies.
Education
Some College (No Degree) - Phsychology
Tidewater Community College
Virginia BeachSkills
- Sound decision-making skills
- Quality management systems
- Discretion
- Compliance certifications
- Communication proficiency
- Detail-oriented
- Collaboration skills
- Soft skills training
- E-learning platforms
- Excellent people skills
- Written and oral communication skills
- Sales development
- Professional demeanor
Timeline
Quality Assurance Specialist
Hilton Grand Vacations
05.2019 - Current
Sales Executive
Diamond Resorts
05.2018 - 05.2019
Front Line Sales Executive (Promoted to Manger)
Diamond Resorts (Formerly Gold Key Resorts)
07.2014 - 11.2016
Some College (No Degree) - Phsychology
Tidewater Community College
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