Diamond Resorts™Customer Care Operations Manager
Aug. 2016 - Sep. 2020Las Vegas, NevadaI directly manage over 120 FTE in Las Vegas and Orlando. I skillfully recruited, hired, trained, coached, and
developed Staff, Supervisors, and Floor Managers. I work directly with the Vice President of Global Marketing,
Lead operations of the Customer Service department, the Reservations & Sales department, and the Retention
Department. I deftly drove production 20% higher from 2016 to 2017, 8% higher from 2017 to 2018, and 12%
higher in 2018 to 2019 and successfully broke sales records achieving 15 Consecutive months of exceeding
budgeted sales. I diligently improved the customer service experience, engaged customers, and facilitated
organic growth. I also took ownership of customer issues, followed problems through resolution, developed
customer satisfaction goals, and coordinated with the team to meet them on a steady basis.