Alyssa Shefferman Email & Phone Number

Palm Harbor, Fl | Remote Employee

Responsible for the on-boarding, training, supervision and support of 55 local childcare consultants in 3 states in the Southeast U.S. Own the health of the region, including quality initiatives with community support team, local consultant retention, driving repeat customer retention rates, as well as identifying and nurturing sales talent that contributes to growth for the organization. Collaborate with cross-functional teams on recruitment of local support, sales strategy, and navigating escalated situations. Responsible for content design, development and execution for regional training events during the year. Manage compliance training, development planning, and leadership development.◾ Implement new community-building and engagement plans across team of independent consultants by investing in individual relationships both virtually and face-to-face◾ Analyze data points from Salesforce reports and survey results to increase consultant performance and support

Palm Harbor, Fl | Remote Employee

Planed and developed learning solutions and content for online learning management system and in-person workshops. Coordinated regional training events by securing conference space, created and tracked vendors and independent contractors, managed budgets, and created logistics documents for meeting participants. Taught multiple online systems, coached in managing consultant's personal territories of host families and au pairs, including mediation/conflict resolution. Planed, contracted, and led regional training events throughout the year. Identified and developed sales talent. ◾ On-boarded, managed and supported a rolling group of approximately 60 new independent consultants in their first 4 months working with cultural exchange program◾ Planed, developed and led 3 regional workshops/training events annually for an average of 30 attendees per event◾ Improved event satisfaction ratings from 92% to 98% and consultant retention rate to 82%

Cambridge, Ma

Oversaw operations of Tour Director Department with responsibilities that included analyzing issues through employee satisfaction and engagement surveys and improving key areas within the organization that directly impacted the department and the Tour Director – Tour Operator relationship. Recruited, hired, trained, and developed up to 50 Tour Directors per tour season for peak travel times. Facilitated experiential learning for 3-day destination trainings. Built and developed performance management strategies, succession planning, and curriculum design.◾ Increased Tour Director quality ratings from 3.25 to 3.86 (on 4-point scale) by developing and executing various projects supporting staff in educational commentary, student engagement, logistics management, and adapting to the changing needs and priorities of each customer◾ Enriched the on-tour experience through new Tour Director recruitment and training strategy focused on greater diversification of applicant sourcing, more deliberate and focused interview and selection process, and complete overhaul of our Tour Director Training Program

Boston, Ma

Planned and managed the daily operations of a small educational non-profit organization in the areas of human resources, event planning, office management, finance and IT. Researched and implemented new vendor relationships to ensure timely and cost-effective development of systems and services that support business objectives. Responsible for all event management including site selection, contract negotiation, transportation arrangements, hotel attrition/cancellation negotiations, production of meeting materials, and on-site management.◾ Negotiated vendor contracts resulting in cost savings of 6% annually◾ Orchestrated office move requiring collaboration with the CEO regarding lease contract, moving vendor bid solicitation, sourcing office furniture, and IT systems coordination resulting in overall cost savings of 20%◾ Grew company from 17 to 70 employees in 1-year by designing and implementing strategic and efficient operation practices

Cambridge, Ma

Defined and enforced internal agreement between all departments in the organization to ensure tour volume was produced on time and under budget. Executed and maintained program management processes in the areas of program schedule, quality control, and communications management. Generated team atmosphere to foster inter-departmental collaboration and efficiency.◾ Managed tour volume of 25,000 annually◾ Improved communications between tour directors and operation managers by reducing resolution time to 24-hours from up to 5 days, by creating central inbox for questions managed by team with adherence to strict deadlines

Cambridge, Ma

Conceptualized itineraries needed to launch a new partnership between EF and the Smithsonian Institution for adult group travel program. Streamlined communication process with the Smithsonian’s travel partners during business transition. Regulated operational issues, i.e. quality of suppliers, transportation strikes, world situation and prepared company response.

Cambridge, Ma

Proofread copywriting, photography, and captions for direct marketing pieces and web site content. Directed data sharing between domestic sales and international production offices. Maximized tour profitability by consolidating available inventory and problem solving.

Cambridge, Ma

Answered over 100 inbound calls daily from customers enrolled on a travel program. Increased service revenue by actively selling optional trip excursions and travel insurance. Enhanced company service levels by researching competitors in the market and training staff on their travel products and policies.