Xiomara Lorenzo Diaz
About
Detail
Owner Retention @ Westgate Resorts |
Florida, United States
Résumé
Jobs
verified_user
0% verified
Owner RetentionWestgate ResortsMay 2024 - Current (2 years 6 months)- Team LeadWestgate ResortsMay 2022 - Sep 2024 (2 years 5 months)
- HOA outreach services Team Lead CFIWestgate ResortsMay 2022 - Current (4 years 6 months)Directly in charge of a 10-15 team members in HOA department overall 50 team members for financial division. Run all money, currents reports along with abandoned calls and declines report. Update and provide management daily updates on the departments overall monthly goals. Ensuring all Team members were in compliance with all policies and procedures. Review and deliver any general mishandling coaching for accounts. Work alongside CQA in reviewing and listening to calls to ensure excellent customer service and correct collections drop down and successfull collection to lower delinquency percentage.
- Account ManagerWestgate ResortsFeb 2020 - Current (6 years 9 months)Inbound calls, outbound calls need to collect remainder of down payment and/or any outstanding balance for Timeshare offer any assistance regarding booking, ownership, perks, locations. Make sure all accounts under my username get updated every 24 hrs. Ensure communication among departments.
- Dispatcher/Customer ServiceMasterCorpAug 2018 - Feb 2020 (1 year 7 months)In charge of submitting all documentation between managers and the resort. Dispatch all housekeepers, janitorial staff, housemen, and housekeeping supervisors to their designated areas, ensuring accurate assignment to each employee. Ensure all units are turned in a timely manner. Work with radio, Mastermind, Clarity (POS system), all Microsoft programs, and Zello. Ensure all projects are entered and completed by the deadline. Additionally, handle cash transactions for some invoices, including cash and cashier's checks, which contributes to the overall financial accuracy and efficiency of operations.
- DFront Office SupervisorDiamond Resorts InternationalJan 2016 - Aug 2018 (2 years 8 months)Provide immediate supervision to direct reports and front desk staff. Oversee and controls the work performance of others in a close working relationship, often in the same room or close proximity. A portion of the time may be spent performing individual tasks similar to those performed by direct reports. Participate in the interview, selection and training processes as assigned. Responsible for assigning work, reviewing results in accordance to policies and procedures, providing recommendations to management and make sure Front Desk Agent and all front office team members provide the highest of guest satisfaction.
- Front Desk AgentDiamond ResortsNov 2014 - Aug 2018 (3 years 10 months)The Front Desk Agent is responsible for providing the highest level of guest satisfaction to owners, members and guest to ensure the continuous delivery of "We Love to Say Yes". The Front Desk Agent checks-in guests, makes room reservations and performs many other varied Front Desk related functions.
- Sales and Marketing VIP ConciergeDiamond ResortsJan 2013 - Dec 2015 (3 years)The VIP Concierge provides vacation counselors with qualified prospects for vacation ownership presentations and offers general concierge services for all members, owners, and guests by providing area information and booking activities. Additionally, I handled cash transactions, which included collecting room charges, deposits, and other fees, ensuring accurate financial management and enhancing the overall guest experience.