Was responsible in overseeing the new hire Ambassador program focused on improving agent retention, motivation and growth of new hire agents during their first 90 days out of training.Managed 3-5 Ambassadors at a time which each Ambassador overseeing 15-25 agents.Was responsible for interviewing Ambassador candidates, creation of the Ambassador training program and training all Ambassadors to ensure their individual success in the program.Daily responsibilities included analyzing team and individual agent performance to identify trends, strengths and areas of opportunity, performance management and assisting Ambassadors in dealing with any employee relations situations or performance issues that arose.

Was directly responsible for the overall performance, motivation and growth of a team of 20-30 travel agents managing a small group of inbound sales and service agents as well as our Outbound Sales team. Managed budget of Outbound sales team ensuring yearly budget goals were met. Successfully hit $6.5 million sales budget in 2011 with staffing below budget. Was responsible for interviewing, hiring and training new Outbound Sales team candidates. Created formalized training program for the Outbound Team. Also was responsible for furthering the development of our on-line chat feature, both reactive and proactive, including creating agent expectations and guidelines to enhance customer experience, analyzing reporting and recommending next steps. Was responsible for creating and managing the project plan for the 2012 Boston Globe show outlining required training and communication plans to ensure 36 travel agents were prepared for the yearly travel expo in addition to managing daily responsibilities. Previously responsible for analyzing competitor offers and share analysis with management and marketing team on a weekly basis. Interviewed perspective new hire agents during Ramp Up Season.