denise wilson

* Answer homeowner questions and assist with understanding of warranty guidelines * Manage warranty service requests, verified close of escrow dates to ensure warranty requests are valid * Communicate with construction, warranty and sales personnel to expedite warranty requests * Input data, generate, process and distribute service requests and work orders in a timely manner * Prepare reports and track warranty metrics on a weekly basis. * Manage all homeowner information including 21 day warranty visits and schedules

* Deliver Customer service at public counter including answering basic questions regarding Utility bills and invoices. * Responsible for updates and data entry regarding utility billing information and service requests. * Handles incoming calls and answer questions from customers in regards to water, sewer and trash service

* Manage Reservations department with staff of 6 employees. Supervise daily operation of two lines of business, * Manage and maintain contracted group blocks. Ensure all group bookings are processed and entered into reservations computer system. Monitor group bookings and report on group booking pace ensuring sell through for all contracted group blocks. * Managed successful launch of all wholesale reservations processed directly with Hotel resulting in a 20% increase in bookings. * Motivate, support and recognized individual and team performances on a weekly basis resulting in a positive work environment and increased cast morale.

* Communicate with Inspection/Service Technicians on a daily basis via text, phone. * Manage customer issues pertaining to solar panel installations and inspections. * Coordinate installation and schedule inspections to include City Inspectors. * Develop and produce daily, weekly, monthly status reports. * Manage a team of 10 personal.

Led Group Travel Operations department with staff of 20 employees. Supervised the daily operation of 5 lines of business.  Managed successful launch of new on-line software for convention groups resulting in increased staff efficiencies by automating labor intensive processes reducing labor hours by 20%.  Implemented cast member cross training for different lines of business resulting in increased cast member versatility and operational efficiency.  Led leisure group team to target youth market business resulting in increased sales revenue of 5% with $2.5M in 2008.  Managed workflow distribution to ensure service level goals were attained. Delivered call capture goal of 92% for all lines of business.