Alan E. Hart

• Assist residents of the Commonwealth of MA complete and maintain updated applications for subsidized and non-subsidized health plans according to MA CCA and Federal ACA guidelines via high volume of calls while consistently surpassing client SLA’s.
• Advise members of their eligibility and assist them to enroll in Qualified Health and/or Dental Plans offered through the Marketplace.
• Maintain member records in SalesForce with accurate case notes.
• Upgraded to SU after 3 months on project.

• Supervised in-office and remote (3 countries) call center sales and customer service agents for hotel only and air + hotel package reservations company.
• Hired and onboarded new call center agents.
• Communicated directly with client hotels as well as B2B and B2C clients.
• Designed and implemented monthly and quarterly incentive programs for sales and customer service teams.
• Worked closely with other department heads to develop continued growth and improve client experience.

• Provided destination services to DMC clients.
• Resolved client issues with resorts.
• Sold excursions and additional services to clients.
• Reported directly to Operations Manager, DOS, and CEO.
• Scheduled resort visits based upon client activity.

• Supervised team of DMC agents at client hotels.
• Programmed weekly schedules for DMC agents.
• Designed and implemented weekly and monthly incentive program for agents.
• Coordinated with transportation department and US Tour Operators to ensure above average level of service for clients.

• Provided local information for tourists.
• Sold excursions.
• Completed sales and client satisfaction reports.

• Provided destination services to DMC clients.
• Resolved client issues with resorts.
• Sold excursions and additional services to clients.
• Reported directly to Operations Manager, DOS, and CEO.
• Scheduled resort visits based upon client activity.

• Supervised English language school franchises to ensure that they were adhering to corporate guidelines and practices.
• Designed and gave seminars at franchises to maintain and update corporate standards.
• Designed and gave seminars to Academic Coordinators, Directors and Franchisees.
• Reported directly to Operations Manager and CEO.
• Worked with National Academic Committee on planning new projects and strategies.

Increased sales revenue by 30% within first quarter through strategic rate establishment.

Established general room rates to optimize revenue generation.

Defined government and business contract rates to attract diverse clientele.

Delivered comprehensive service for personal and business group reservations.

Reported directly to hotel ownership, ensuring alignment with business objectives.