Richard Vaughan Email & Phone Number

- Confidently leading implementation, onboarding and review meetings with clients. Discussing travel reporting and savings, asking about pain points and recommending solutions, and ensuring that we’re capturing all of their travel spend- Analyzing reports from SalesForce and Microsoft Dynamics 365 to find service and commission opportunities for team members and savings opportunities for clients - Staying abreast of frequently changing programs and procedures, and teaching them to the team members in a concise manner - Preparing and delivering product and service training for account managers.

- Coordinating individual/group travel for clients as their dedicated account manager, building relationships with executives and making recommendations that give them conf idence, and save them time and money- Managing customer relationships for clients with up to $400K in annual travel spend. Running client review meetings to discuss their travel spend and trends, uncover any pain points, as well as explain new service offerings- Increased sales in each of the last four years- Introducing our self-booking service to clients and working with our development and IT teams to ensure it is adjusted to best suit the clients’ individual needs- Issuing invoices and credit memos, working with clients to ensure timely payments. Managing credit, flagging clients that should have credit terms adjusted

- Supporting and motivating a team of ten to twenty agents to meet customer service and sales goals- Reviewing team members’ key performance indicators during one-on-one coaching sessions, identifying successes and patiently working through challenges- Providing guidance and direction to sales agents regarding procedures and how to better resolve situations - Calmly handling escalated calls and emails from frustrated clients and coordinating with various internal departments to assist in customer resolution

- Meeting and exceeding performance objectives for both sales and quality, while receiving a number of written compliments from satisfied customers- Consistently delivering a high level of customer service, upselling targeted travel products and building trust with clients so that they are comfortable making a reservation over the phone - Sharing acquired knowledge of Vacation Express with colleagues and helping them complete bookings- Successfully calming upset callers facing various challenges and finding solutions for distressed clients without having to escalate calls

Blue W Tap Water Refilling Network

- Helping municipalities meet their sustainability goals by recruiting businesses willing to register as tap water re ill locations for thirsty visitors with reusable bottles- Exceeding project targets and municipal clients’ expectations in every case (Toronto, Sudbury, Niagara Falls, Chatham-Kent, Region of Peel and Essex County)- Training canvassing volunteers to accurately represent Blue W and their municipal clients, and providing volunteers with ongoing feedback- Maintaining contact with the Director and clients to keep them abreast of the projects' progress, and meeting with organizations that may be interested in supporting a Blue W project- Tracking the projects’ costs and keeping them below budget

Montreal, Canada Area