Susan Candy Moore

· Develop ongoing relationships with travel consultants and guests and assists them with building dream holidays by offering alternate destinations or services to maximize their experiences with Cunard.

· Use sales techniques to promote the sale of cruises and land packages.

· Use knowledge of product and booking policies to respond to inquiries while maintaining excellent customer service.

· Research and respond to customer questions and concerns related to Company product and customer's specific reservation.

· Monitor bookings to ensure accurate completion of transactions when assisting travel agents with existing bookings and ability to upsell.

· Meet productivity requirements, ability to review own work to ensure quality and utilize performance.

· Maintain goals that are set through and maintained by Sea Card.

· Locate and communicate accurate information via chat, with up to 3 live chats sequentially with different information.

· Make a continual effort to respond to customers as quickly as possible, whether it be by email or live chat. Once a message is received from a customer, must read the question or complaint carefully before following protocol in order to resolve the issue or answer the question.

· Document each customer’s question or problem as well as the resulting answer or solution to help improve overall functionality and efficiency of the chat program.

· Remain up to date on all products and services that the company has to offer in order to help customers as effectively as possible.

· Keep track of general call questions and complaints and make suggestions on how to improve customer service.

· Quickly alert necessary departments of any website errors or other technical issues if multiple queries are received about the same issue by customers.

Promote cruise sales by initiating telephone calls, acting on leads and/or prospects. Present cruise products and make travel recommendations.
Establish and maintain customer relationships by delivering excellent customer service, meeting customer needs and expectations to meet/exceed sales goals.
Maintain customer contact database of new and existing accounts to close sales.
Participate in mandatory trainings and meetings to stay current with knowledge of products to present cruise product features, benefits, and pricing.
Perform other job-related functions as assigned.
I have the ability to perform the essential functions of the job with or without reasonable accommodation.

Inside / outside field sales experience with proven sales success.
Experience developing new business and new accounts with a customer service background.
Proficient in Microsoft Office Suite.
Results and goal-oriented sales professional with excellent verbal and written communication skills sufficient to successfully communicate with customers via telephone.
Superior prospecting, presentation and closing skills.
Comfort working in an environment requiring achievement of monthly sales targets and goals.
Effective time management, organization, and multi-tasking skills.
Ability to maintain strong working knowledge of cruise products.
Good problem-solving skills.
Ability to work independently and maintain individual lead database.
Excellent interpersonal skills.

• Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
• Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
• Delivered informative presentations to potential clients, showcasing the unique value of products or services offered.
• Conducted regular check-ins with existing clients to assess their needs and identify upselling opportunities.
• Guided clients through buying process, from initial contact to post-sale support, ensuring smooth and positive experience.

 Maintained communication with Agency Owner and Recruiter, to discuss and analyze daily sales goals, guaranteeing company objectives are achieved.  Collaborated and promoted teamwork with Office Manager to efficiently provide excellent customer service.  Planned and proposed sponsorship ideas to top brands, increasing company sales.  Reviewed and processed incoming correspondence from potential clients.  Performed sales calls to potential clients on a daily basis and persistently provided follow-ups.

• Improved overall customer satisfaction by addressing and resolving escalated customer complaints in a timely manner.
• Developed strong relationships with customers, understanding their needs and providing tailored solutions for maximum satisfaction.
• Increased customer retention rates by developing and implementing effective retention strategies.
• Collaborated with cross-functional teams to identify areas of improvement in customer experience and implement necessary changes.