Devin Felt Email & Phone Number

Destin, Florida, United States

Santa Rosa Beach, Florida, United States

Orlando, Florida Area

Orlando, Florida Area

Ensure customer satisfaction through the benefits and usage of vacation membership. Manage agent productivity Monitor agent calls, coach and mentor for growth and success in production and adherence standards on all levels.Motivate team for success and drive productivity.Provide weekly training and coaching to representatives with ManagerResponds to customer inquiries at all levelsProvides up to date information about all products and services offered to team members.

Orlando, Florida

Maintaining daily function of team and production. Ensuring coaching, monitoring, and motivating are done daily on a team basis and individual. Assisting members at all communication level for the purpose of utilizing their vacation ownership and membership with the Club. Maintaining a positive moral and mentor team members through coaching, positive rein enforcement, and influencing team members to be the absolute best versions of themselves.

Orlando, Florida Area

Responsible for overseeing daily call center activity as outlined by the Department Director to insure all tasks are performed professionally, timely, and accurately. Oversees Customer Service Supervisors, Customer Service agents, Quality Assurance, and tour production. Responsible for management of schedule adherence, timecards, direct reports. Oversee workforce management reports and compiles data for upper management. Handles all administrative work pertaining to production/budget, policies, disciplinary/coaching, training/retraining, and tour slot management. Maintains understanding and provides clear, concise communication to all employees of processes, policies, promotions, products, and services offered. Monitors calls and provides feedback and coaching/disciplinary regarding performance expectations for all agents and management. The Manager of Customer Services also helps to provide up-to-date informative handouts and hotel/resort training.Focusing on vacation package pipeline and generating reservations for the purpose of timeshare soliciting. Outbound reservations. Welcome Center internal point of contact, Experience and knowledge in customer service, timeshare tours, and management. Tour Allocation maintenance and budget application.

Orlando, Florida Area

Manager of Customer Services is responsible for overseeing daily call center activity as outlined by the Department Director to insure all tasks are performed professionally, timely, and accurately. Oversees Customer Service Supervisors, Customer Service agents, Quality Assurance, and tour production. Responsible for management of schedule adherence, timecard (punch) corrections, direct reports. Oversee’s workforce management reports and compiles data for upper management. Handles all administrative work pertaining to production/budget, policies, disciplinary/coaching, training/retraining, and tour slot management. Maintains understanding and provides clear, concise communication to all employees of processes, policies, promotions, products, and services offered. Monitors calls and provides feedback and coaching/disciplinary regarding performance expectations for all agents and management. The Manager of Customer Services also helps to provide up-to-date informative handouts and hotel/resort training. Keeps current all hotel liaison contact information, contracts, and in direct communication with the Data Administration Department and ensures the Manager and Supervisors are aware of any pertinent position changes. Main liaison with ETT Marketing Sales, Vendors, Tour Sites, Welcome Centers, and interdepartmental communications.

Responsible for overseeing daily call center activity as outlined by the Department Director to insure all tasks are performed professionally, timely, and accurately. Oversees Customer Service Supervisors, Customer Service agents, and Activations. Responsible for management of schedule adherence, timecard (punch) corrections, direct reports - including start times, end times, and breaks. Oversee’s workforce management reports and compiles data for upper management. Maintains understanding and provides clear, concise communication to all employees of processes, policies, promotions, products, and services offered. Monitors calls and provides feedback and coaching/disciplinary regarding performance expectations for all agents. The Assistant Manager also helps to provide up-to-date informative handouts and hotel/resort training.

Activations will make outgoing calls to customers who have a package that is expired or about to expire. Make reservations, answer questions, handle complaints, troubleshoot problems and provide all necessary travel, product & service information. Individual will insure representatives are productive and on task. Provide follow up calls and answer questions when needed. Document all call information according to company policies & procedures. Monitor agents and take over calls that need management assistance. Verifying each qualified booking at the end of each call to insure solid bookings and proper procedure is followed. • Manage agent productivity (i.e. reporting daily, weekly bookings, & tour flow)• Monitor agent calls• Re-verifying reservations to pitch upsell and increase show rate • Schedule agent shifts• Provide weekly training and coaching to representatives with Manager• Schedule dialing protocol based on seasonality, tour volume, and outbound guidelines.• Responds to customer inquiries at all levels• Provides up to date information about all products and services offered• Send reports showing progress of daily, weekly, monthly and YTD number of activations, tours by rep and department

Responsible for outbound calls to customers to ascertain information to be used to qualify the customer for sales /time share products/services. The individual will assist in the pre-arrival process to ensure that all pertinent information is collected and documented for a seamless guest arrival process which includes making follow up calls.Troubleshoot any last minute discrepancies with customer’s travel. Schedule customer’s required vacation ownership presentation during time slots previously generated and provided by welcome center(s). Work to ensure this time fits within customer’s travel itinerary and that it coincides with times made available by touring sales agents at resort.

Answering incoming calls from all customers. Make reservations, answer questions, handle complaints, troubleshoot problems and provide all necessary travel, product & service information. Take cancel calls & make every effort to save vacation packages sold. Handle customer inquiries both via phone and electronically (email). Provide follow up calls to customers when necessary.

Bachelor Of Science (Bs), Psychology

Minor in Crime, Law, & Deviance and Minor in Cognitive Science

Associate Of Arts (A.A.), General Studies

Chorus for 7 years, theatre