Shea O'Sullivan Email & Phone Number

Remote

Greater Boston Area

Drove organizational efforts to exceed NPS quality goals across all program lines. Created and implemented consistency in tracking and reporting program issues with actions and results. Audited travel programs and made recommendations for improvement based on customer feedback.

Greater Boston Area

Led, coached, and supported Extension Program Specialists in relationship selling to successfully hit weekly, monthly, and annual sales targets. Grew au pair extension program by a record 14% and received 2018 Goal Crusher award for sales success. Improved sales policies and practices. Defined the sales cycle, created accurate job descriptions and developed standards for customer relationship management. Created and utilized Salesforce reports for management and analytics. Oversaw Placement Operations staff who handle the quality and compliance of au pairs coming onto the program. Reviewed and approved escalated health compliance scenarios.

Greater Boston Area

Oversaw emergency management and crisis response for world leading educational travel organization. Managed all aspects of response to emergency situations involving students and teachers on international tours including mobilization of teams both centrally and remotely while providing constant communication with staff and travelers’ families. Pioneered formation of dedicated Emergency Service and Support Team which responds to on-tour emergencies and provides customized real-time solutions. Redesigned and streamlined emergency escalation procedures which are used across six tour divisions serving adult and student travel markets. Managed Emergency Service and Support team of 18 customer service and sales professionals including selection, training and development. Streamlined procedures for approved RFP response language and safety and security handbook provided to school administrations. Created and distributed communications regarding world events and safety warnings internally and to all impacted travelers.

Greater Boston Area

Partnered with Operations, Sales and Travel departments to coordinate logistics and meet deadlines for over 6,000 tours annually. Conducted ongoing training for Sales and Customer Service staff of over 200 in two corporate offices to set appropriate tour expectations regarding on-tour procedures, travel destinations and CRM system.

Greater Boston Area

Created and ensured adherence to sales logistics schedule which enabled production deadlines to be met. Monitored and ensured quality of tour experience for three divisions.

Greater Boston Area

Created and ensured adherence to sales logistics schedule which enabled production deadlines to be met.

Greater Boston Area

Managed Sales staff of up to 15 in relationship selling to successfully hit sales targets. Oversaw New England customers in 7 states, creating an excellent experience through targeted outreach and customer service from tour design through travel and post-tour evaluation.

Greater Boston Area

Managed 8-10 front line Sales staff. Increased product awareness and sales through cultivating new leads, targeted customer retention, and fostering new partnerships with schools throughout New England.

Greater Boston Area

Partnered with educators to deliver customized international academic tours to middle and high school students. Built and fostered relationships with middle and high school teachers to maintain existing customer database while building new business. Supported schools with fundraising and informational meetings for tour planning. Managed pre-departure logistics, generating repeat sales, service revenue, and growth of territory.

Greater New York City Area

Worked primarily on a campaign for Heinz Ketchup's release of a new line featuring Kathy Griffin as spokesperson.

Greater Pittsburgh Area

Coordinated and wrote and ongoing newsletter highlighting updates on the company's clients.

Bachelor Of Arts (B.A.), Sociology And Anthropology

Activities and Societies: Big Brothers, Big SistersGraduated with a degree in Sociology & Anthropology and a minor in Education. Spent.

Education record

Semester abroad in Florence, Italy. Courses taken at NYU campus in Florence as well as University of Florence. Focus on Italian language.

High School

Activities and Societies: Community service club, literary magazine, swim team

Education record

Semester long academic program with an emphasis on environmental studies for high school juniors in Wiscasset, Maine operated.