Chad Smith Email & Phone Number

Seattle, Wa, Us

Account relationship management, including ongoing communication via web meetings, email, phone, social media, and in office visits in a effort to build trade partnerships and promote Windstar Cruises products and servicesStrong knowledge of all individual, groups, and supplemental product policy and procedureNurture, strengthen and grow both existing and emerging/new agency businessSalesforce CRM Administrator, tasked with customized report creation to provide targeted revenue projections, advisor location tracking for road show visits, and additional insight into sales opportunities and booking trendsTactical promotion and marketing material creation to assist with business growth goals of the agencyHoning in on Designated Marketing Areas to gain additional sales traction and brand awarenessCollaborative, high level escalation resolutions by working with various business units (Product Development, Guest Relations, Revenue Management, etc)Development and facilitation of training focused on brand product knowledge, agency exclusive programs, and trade facing booking platform

Springfield, Oregon, United States

Managed a team of 25 agents to support and aid group business growth of premier agencies with room counts ranging from 8 - 199Partner with Business Development Managers to find creative resolutions within Royal Caribbean policy to various agency escalations, in an effort to nurture complex high volume accountsDelivery of supplemental training on a variety of topics: Quality assurance, complex accounting, reservation system navigation efficiencies, policy and procedure, etcQuarterly meetings with agency management to review support needs and discuss further business objectives for their specific accountComplete quarterly, mid year, and annual employee performance reviews based on KPI goals

Springfield, Oregon, United States

Delivery of training to Royal Caribbean LTD. Global offices such as Australia and Singapore marketsDevelopment of tri-branded training to meet KPIs- eLearning and Facilitator LeadPresenting training for various business skillsets to large groups of 40+ people with a less than 10% attrition Developing Training Documents and Job Aids for Global MarketsAssisting agents with understanding complex job functionsPost assessment one on one coaching for training participantsProviding Manager level feedback after each class outlining agents of opportunity to aid agent development post training

Springfield, Oregon, United States

Lead a highly effective team in managing top accounts full book of business (individual and groups)Assisting high volume agencies with escalationsSetting up and servicing pre-cruise individual and group reservations Providing a high level of customer service and following RCCL policiesEspresso Chat Support Team-Assisting Travel Partners with new online booking platform and providing detailed instruction by online chat system on how to operate itAiding Travel Advisors with complex accounting issues