Steven Blethen Email & Phone Number

Hartford, Connecticut, United States

-Utilize effective prospecting, cold calling and networking strategies to generate leads and referrals. -Execute outbound calls with precision, consistently meeting or exceeding sales goals and contributing to business growth. -Conduct market research to stay ahead of industry trends, analyze competitors and identify potential opportunities to refine individualized customer marketing strategy. -Devise creative sales approaches, solutions and business proposals to negotiate and close deals. -Create and deliver customized sales presentations specifically designed for restaurant owners, highlighting the advantages of the SpotHopper platform.

Cambridge, Massachusetts, United States

-Created and executed comprehensive training and marketing initiatives addressing visa regulations, entry requirements, and travel protocols, empowering our customers and our sales and service teams with current knowledge to provide exceptional pre and post tour service. -Monitored industry trends and changes in travel regulations, ensuring training materials remained up-to-date and aligned with the latest requirements. -Implemented a robust COVID case management system, including tracking and monitoring protocols, to efficiently handle customer cases and ensure adherence to local and international health and safety guidelines. -Collaborated with marketing team to design and implement advertising campaigns, addressing and promoting enhanced safety protocols, ensuring a seamless integration of health and safety messaging into promotional efforts. -Conducted comprehensive policy analysis and identified areas of improvement, making recommendations to enhance clarity, effectiveness, and compliance.

Cambridge, Massachusetts, United States

-Oversaw and managed a team of 15, making key decisions regarding company finances, implementing risk assessment skills for policy exceptions, and providing elevated support in emergency situations.-Designed and led sales and service training programs focused on year to year enhancements regarding on tour safety protocol, resulting in improved customer retention and increased NPS. -Effectively managed and resolved an average of 200-300 customer cases each departure seasonaddressing emergencies ranging from behavioral concerns, medical and mental health cases, and on tour safety concerns. -Handled escalated customer calls related to on-tour emergencies, effectively utilizing de-escalation tactics resulting in conflict resolution and ensuring client safety and satisfaction.-Cultivated and maintained professional relationships with key stakeholders across global offices, strategically and effectively advocating for on-tour clientele.

Greater Boston Area

-Consult with Group Leaders to understand their needs to design their ideal tour experience-Establish all elements of the custom tour to ensure its success – from building the itinerary, generating pricing and setting it up for production, as well as adding stays and excursions to brochure tours-Work closely with our operations team in Lucerne to establish tour and customized stay feasibility, proper expectation setting and accurate budgeting -Create recruitment materials such as a custom website and day by days for each Group Leader -Drive product innovation by identifying trends in the customized market which can translate into ongoing business opportunities

Greater Boston Area

-Responded to telephonic and written inquiries regarding general account maintenance, such as financial transactions, world events, travel requests, insurance claims and pre and post tour related issues.-Served as Team Lead for the Great Lakes region managing quarterly sales, insurance incentives and escalated issues.-Managed the special travel requests (group and individual) and customer service emails for ET East.-Liaised with domestic and international departments, including operations, tour production, and finance to ensure a quality customer experience. -Member of the Traveler Engagement Team, focused on improving communication for travelers, parents and Group Leaders.

Cambridge, Massachusetts, United States

-Devised and executed a customer communication plan aimed at bolstering repeat business, enhancing customer retention, and fostering brand loyalty resulting in increased NPS.-Coached and empowered team members, providing them with the tools to enhance their confidence, product knowledge, and communication skills, ultimately leading to career advancement.-Championed the development and implementation of a sales and service program with a focus on pre-departure sales, resulting in an increase in regional year-to-year repeat rates. -Spearheaded the implementation of the Groups Sales Intern program, crafting a comprehensive on-boarding schedule, conducting trainings, and providing ongoing development and coaching.-Collaborated with the management team to identify inefficiencies both internally and externally, developed and implemented innovative team initiatives, and presented forward-thinking solutions for ongoing issues.

-Managed a portfolio of over 150 accounts for Group Coordinators in NJ and PA, building and nurturing long-standing relationships while driving customer retention and growth.-Effectively supported and managed group travel reservations from the point of sale, addressing both pre and post-tour issues with an unwavering focus on repeat business.-Developed tailored recruitment advertising campaigns informed by industry trends, enabling Group Coordinators to effectively recruit and expand their individualized travel programs. -Collaborated with key stakeholders to identify and create efficiencies both internally and externally, developing and implementing new initiatives and proposing innovative solutions to ongoing issues in a creative and forward-thinking manner.-Utilized internal networks and expert product knowledge to negotiate and advocate on behalf of customers, resulting in successful outcomes and superior case and task management.

Greater Boston Area

-Managed all Group Leader transitions and accounts during the first trip/transition year from other tour products, ensuring a smooth and seamless transition process while maintaining high levels of customer satisfaction.-Developed and maintained professional relationships with ET/EA Tour Consultants, proactively networking and identifying potential opportunities to grow the business.-Established and maintained a consistent communication stream between ET/EA and GAT Consultants, ensuring alignment and effective collaboration across all levels of the organization.-Identified key regions to target and developed an overall prospecting strategy that leveraged market research and data-driven insights to drive sales growth.-Developed and designed a referral program that drove sales in existing regions, resulting in increased revenue and customer acquisition.

Greater Boston Area

-Serve as the primary liaison for Mass Health and Commercial members regarding program inquiries such as benefits, eligibility verification, authorizations, referrals, material fulfillment, address changes, and Primary Care Physician assignments and member related policies and procedures-Anticipates and meets, or exceeds, internal and/or external customer expectations and requirements; establishes and maintains effective relationships with customers and gains their trust and respect -Refer customer grievances and appeals to designated departments for further investigation-Acts as a primary representative for NHP for our members, focusing on first call resolution and customer engagement-Track and conducts research to resolve issues and respond to inquiries from external members or internal departments to maintain accurate records of follow-up actions and client contact

Greater Boston Area

-Served as a cross functional team member working for Travel Relations Quality Team, Moves and Changes, Traveler Support, Air Department, Senior Associate Team and Work Force Management-Responds to travelers inquiries regarding changes to reservations, financial issues, move and changes, and general inquiries regarding trips and cruises using Amadeus and GERT reservations systems -Providing informed and resolution based feedback in order for associates/management to maintain and adhere to corporation goals and values-Works closely with Management and Quality Control to identify training gaps and quality issues-Supervise and delegate administrative tasks for members of the management team including but not limited to customer/supervisor call backs, research requests, scheduling and quality monitoring

Bachelor Of Arts, History And Social Sciences

Activities and Societies: Resident Assistant Community Service Coordinator ALLIES Residence Hall Associate AdvisorCommunity Service.

Diploma, General Studies