Marc

Customer service and operations leader with extensive experience supervising, coaching, and developing frontline teams in high-volume travel, hospitality, retail, and customer-facing environments. Proven ability to support operational performance, resolve complex customer concerns, develop employees, and maintain high service standards while working under demanding conditions. More than two years of direct leadership and training experience, complemented by extensive experience in the travel and vacation industry.

Known for strong communication, active listening, sound business judgment, critical thinking, and the ability to build productive relationships with customers and team members.

Sales Supervisor - Holiday Inn Club Vacations - Orlando, Florida

• Led and supported frontline customer-facing operations in a high-volume hospitality and travel environment.
• Supervised team activities while helping employees achieve performance, customer-service, and organizational objectives.
• Coached and mentored team members on communication, customer engagement, sales performance, and service standards.
• Monitored team performance and provided guidance and corrective coaching to support continuous improvement.
• Assisted with resolving customer concerns and escalated issues using sound judgment while protecting the customer relationship and company interests.
• Coordinated daily operational activities and helped maintain a productive, professional, and collaborative team environment.
• Supported team members in managing demanding customer interactions while maintaining professionalism and service standards.
• Contributed to significant revenue generation through effective team leadership, customer engagement, and operational execution.

Training Manager - Men's Wearhouse

• Trained and developed employees in customer service, communication, sales, and operational procedures.
• Coached team members to improve individual and team performance while maintaining company service standards.
• Assisted management with daily operations, employee development, customer concerns, and team coordination.
• Evaluated employee performance and provided coaching designed to strengthen skills, productivity, and customer interactions.
• Helped establish a positive team environment built on professionalism, accountability, respect, and effective communication.
• Developed strong interpersonal and communication skills through continuous interaction with customers and employees.

Customer Experience / Sales Leadership - Hilton Grand Vacations

• Delivered exceptional customer service in a high-volume travel and hospitality environment while representing a nationally recognized vacation brand.
• Built strong relationships with customers by actively listening to their needs, identifying appropriate solutions, and providing personalized vacation experiences.
• Managed multiple customer interactions and competing priorities while maintaining professionalism, accuracy, and a high standard of service.
• Collaborated with team members and cross-functional departments to support customer needs and organizational objectives.
• Applied strong communication, problem-solving, and decision-making skills when addressing customer questions, concerns, and service issues.
• Consistently worked in a fast-paced, performance-driven environment requiring adaptability, urgency, and sound business judgment.
• Contributed to revenue generation while maintaining a customer-first approach and protecting the overall customer experience.

Sales / Customer Experience Leadership - Travel & Vacation Industry

• Generated more than $1 million in timeshare tours through customer engagement and strategic sales initiatives.
• Coordinated projects that generated timeshare tours for major resort organizations, including Wyndham Vacation Resorts and Hilton Grand Vacations.
• Sold more than 5,000 vacation packages by telephone, demonstrating the ability to communicate effectively with a diverse customer base.
• Built a career around understanding customer needs, resolving concerns, creating positive experiences, and achieving organizational objectives.
• Consistently operated in fast-paced, performance-driven environments requiring prioritization, adaptability, urgency, and strong business judgment.
• Developed extensive experience establishing relationships with customers from diverse backgrounds and responding effectively to their individual needs.

Associate Degree - Legal Assistant Studies - City University of New York (2005-05)