Vacation ownership consulting firm helping clients take profitability to the next level by innovating superior products, services, processes and policies.PresidentDeveloped strategic plan frameworks to transform vacation ownership companies into more innovative and profitable organizations. CPC Group comprises industry professionals expert in:Fee for Services Integration * Contact Center Development and ManagementWebsite Development… Show more Vacation ownership consulting firm helping clients take profitability to the next level by innovating superior products, services, processes and policies.PresidentDeveloped strategic plan frameworks to transform vacation ownership companies into more innovative and profitable organizations. CPC Group comprises industry professionals expert in:Fee for Services Integration * Contact Center Development and ManagementWebsite Development * Rentals Marketing and Inventory Optimization Financial Servicing and Collections * New Product Innovation and SupportCommunications, Social Media and Online Reputation Management Show less

A full service professional timeshare resort management company, managing 34 resorts serving 100,000 timeshare owners.; Provided leadership and change management at the corporate level, with responsibility for Financial Services, IT, Rentals and Revenue Management, Communications, HOA Administration and Collections departments.Leadership and management accomplishments include: Developed in-house rental marketing operation increasing annual revenue 40%. Streamlined rentals… Show more A full service professional timeshare resort management company, managing 34 resorts serving 100,000 timeshare owners.; Provided leadership and change management at the corporate level, with responsibility for Financial Services, IT, Rentals and Revenue Management, Communications, HOA Administration and Collections departments.Leadership and management accomplishments include: Developed in-house rental marketing operation increasing annual revenue 40%. Streamlined rentals operating methods and financial controls resulting in increased ongoing profitability in excess of 10% and a one-time increase of 25%.Re-branded SPM Resorts, including the design of a new logo, associated collateral and new website. Created and launched an employee satisfaction survey and enhanced communications between corporate and field operations. Evaluated, developed and implemented various corporate policies. Improved exposure in press and expanded use of social media by corporate and resort locations. Implemented more efficient billing, collections and account management procedures. Show less

Provider of flexible, real estate based vacation ownership plans with 45+ owned or managed resorts in the US and Aruba. Annual sales, $650M; 6,000 associates. (NYSE-BXG); Served as senior team lead in the execution of Bluegreen's customer care strategy. Responsible for the engagement and satisfaction of 210,000 owners, including the management of inbound call centers, travel services, communications, quality assurance and owner web services divisions. Managed annual budget of $12M±; five… Show more Provider of flexible, real estate based vacation ownership plans with 45+ owned or managed resorts in the US and Aruba. Annual sales, $650M; 6,000 associates. (NYSE-BXG); Served as senior team lead in the execution of Bluegreen's customer care strategy. Responsible for the engagement and satisfaction of 210,000 owners, including the management of inbound call centers, travel services, communications, quality assurance and owner web services divisions. Managed annual budget of $12M±; five direct reports and 275 associates. Fostered client, vendor and board member relations. Member of executive committee; business sponsor for IT system enhancements and vacation club product developments. Annual owner-related sales grew from $65M to $273M and owner engagement increased from 64% to 88%. Led the reengineering of club dues, first day incentives, maintenance fee and real estate tax billing resulting in annual savings in excess of $6M.Launched online reservation servicing shifting an initial 25% of reservations online with estimated annual savings of $1.2M.Developed and implemented online owner tutorials providing information on complex issues in a self-service environment. Annual talk time was reduced by 1M+ minutes during first year of usage.Led the creation of an in-house online owner satisfaction survey eliminating third-party solution, saving $120,000 per year.Established telecommuting agents, reducing annual disaster recovery costs by $180,000. Show less

With continued responsibility for rentals; launched multimillion dollar in-house customer care operation. Led all phases of research and analysis, location selection, building renovations and development of organizational structure, process standards, metrics and performance goals.

Generated $6M+ annual NOP from underutilized developer and owner inventory.Launched company's first transaction-based web application for the sale of rental inventory.

Vacation Ownership Company with a large network of resorts in North America, Europe, Mexico, the Caribbean and Hawaii, including 89 owned and managed resort locations; 300,000 owners; 10,000 employees and annual sales of $600+ million. Formerly (NYSE-SUN).Director of OperationsResponsible for the implementation of a new points-based vacation club product and the consolidated enterprise application for marketing, sales contracting, financial servicing, inventory control and front… Show more Vacation Ownership Company with a large network of resorts in North America, Europe, Mexico, the Caribbean and Hawaii, including 89 owned and managed resort locations; 300,000 owners; 10,000 employees and annual sales of $600+ million. Formerly (NYSE-SUN).Director of OperationsResponsible for the implementation of a new points-based vacation club product and the consolidated enterprise application for marketing, sales contracting, financial servicing, inventory control and front office management. Managed team of 26 FTE and 19 contract associates. Responsible for $5.5M annual budget.Led integration and training of flagship vacation club product, generating increased annual sales of $340M.Developed business requirements and managed the integration and training of new operating system at US resort locations.Led development and integration of three resort and sales locations Show less