Personally vetted by Career Collective
Inside Sales & Contact Center Leader
Experience
20 years in travel
What I'm looking for next
Guest experience & reservations, General management & leadership
Employment
Full-time
My Journey
In my early career, I spent six years working on small boats, which took me to some amazing places around the world. When I decided it was time for life on land, I started in customer service at Grand Circle Travel, which was a natural fit for me. I grew into sales and eventually leadership roles, spending 18 years in sales leadership at Viking.
Throughout my career, I've focused on driving revenue, improving sales performance, and developing high performing teams. I enjoy coaching and developing teams to build confidence, strengthen their skills, and reach their full potential.
How I Work
My leadership style has been described as the Three F's: Friendly, Fair, and Firm.
I enjoy working with others to identify opportunities, solve problems, and find ways to improve performance.
I build strong teams by establishing clear goals, ensuring everyone understands how success is measured, and providing the coaching and support needed to achieve those goals.
I communicate with clarity and empathy, creating an environment where feedback is welcomed. Whether coaching team members or collaborating with peers, I believe that honest feedback can unlock potential, strengthen relationships, and drive progress.
Career Highlights
✓ Redesigned the Outbound Sales compensation plan, contributing to 35% revenue growth, a 29% increase in conversion rates, and a 19.5% increase in agent dialing productivity.
✓ Launched and scaled a virtual sales team. In October 2021, I was selected to lead a pilot virtual sales team initiative, hiring and scaling a fully remote team of 65 agents. By Q4 2022, the team achieved conversion rates 4.66% above the company average.
✓ Established “Mid-Week Masters,” a weekly peer coaching initiative that brought agents together to focus on different sales metrics and KPIs. Top performers shared their strengths and best practices to help colleagues improve in specific areas. By rotating the focus across metrics, we recognized a broader group of agents, celebrated individual strengths, and fostered teamwork and shared learning within a remote environment.
Leadership Scope
Teams Led
Revenue Responsibility
Reporting Level
Company Scale
Professional Expertise
Work Preferences
Work arrangement: Remote, Hybrid, On-site
Relocation: Not open to relocation
Travel: Open up to 15% travel
Languages
English, French
Personally Vetted
Career Collective reviewed this professional's work history and experience and contacted three professional references by email. Their profile was then created and reviewed with care. Employers should still complete their own hiring review.
