Shailyn Sellers

About

Marketing professional focused on growth, customer experience, and digital marketing strategy. Experienced in sales enablement, escalation management, reservation optimization, and CRM-driven campaigns within Travel + Leisure Co. Currently pursuing a Bachelor of Business Administration in Digital Marketing (in progress) at Full Sail University, and actively applying hands-on experience in growth marketing to drive customer engagement and revenue growth.

Experience

• Sales Experience Specialist · Travel + Leisure Co.09-01-2024 –

  Managed escalated sales complaints related to contractual purchases, conducting thorough case reviews to determine eligibility for cancellation, compensation, or denial in accordance with company policy. Communicated complex contract decisions to customers with professionalism and empathy, effectively de-escalating high-conflict situations. Maintained detailed case records and outcomes to support audit readiness and cross-functional transparency. Interpreted and explained contractual terms and obligations to customers in clear, accessible language, ensuring understanding of purchase agreements, cancellation policies, and resolution outcomes.

• Escalation Specialist · Travel + Leisure Co.06-01-2023 – 09-30-2024

  Evaluated caller accounts in order to determine VIP benefits, identify service needs, and resolve problems. Continuously improved sales abilities and product knowledge in order to provide excellent service and meet quotas. Provided exceptional customer service to every customer by leveraging extensive product and service knowledge and creating warm, welcoming environments. Followed all customer call guidelines, such as service levels, handling time, and productivity. Handled escalated customer calls, diffusing conflict and negotiating resolutions that reduced repeat complaints and improved customer retention.

• Reservation Service Agent · Travel + Leisure Co.01-01-2023 – 06-30-2023

  Recommended various packages and amenities to guests, assisted them in finding the ideal accommodations for their specific needs. Solved website issues, improved operations, and provided excellent customer service. Managed online booking inquiries and assisted guests and travel partners with questions throughout the booking cycle. Took incoming calls and established a friendly rapport with callers by answering questions, making recommendations, and guiding conversations toward bookings.

• Retail Associate · Bealls Outlet01-01-2022 – 12-31-2022

  Loss prevention, visual merchandising, and general sales skills. Used the POS register system to process information and merchandise. Handled cash, counted change, and stored coupons to keep the cash register balanced and organized. Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.

Education

• Full Sail UniversityAssociate of Applied Science (A.A.S.), Digital Marketing
• Full Sail UniversityBachelor of Business Administration (BBA), Digital Marketing Concentration, Digital Marketing

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