GERGANA VASILEVA

Managed a high volume of inbound and outbound sales calls, approximately 60 per day, providing personalized cruise recommendations and consultative vacation planning.

• Built lasting client relationships through proactive follow-up, account management, and exceptional customer service, driving repeat business and customer loyalty.
• Consulted with guests to assess travel preferences and recommend cruise itineraries, onboard amenities, promotions, and vacation packages tailored to individual needs.
• Utilized consultative selling techniques to overcome objections, close sales, and consistently work toward monthly sales and revenue goals.
• Explained pricing, promotions, booking options, and travel details to help guests make informed purchasing decisions.
• Maintained accurate customer records, sales activities, and follow-up schedules using CRM systems and digital sales tools.
• Resolved customer concerns professionally while delivering a premium customer experience and maintaining long-term relationships.
• Collaborated with cross-functional teams to ensure a seamless booking experience and timely resolution of customer issues.
• Thrived in a remote, metrics-driven environment by maintaining productivity, schedule adherence, and high service standards.

• Answered inbound sales and service calls for Expedia Group and subsidiary websites including Orbitz, Travelocity, and AARP.
• Consulted with customers to understand travel needs, overcome objections, and secure cruise reservations, excursions, and land tours while delivering exceptional service.
• Promoted and sold travel products, consistently meeting and exceeding departmental conversion and revenue standards.
• Resolved service issues and escalations, provided effective solutions, and collaborated with training teams to coach new hires.
• Successfully organized and created group bookings for larger parties while managing customer expectations and vacation details.

• Negotiated and sold travel packages to destinations worldwide while managing private and corporate clients.
• Managed bookings, reservations, customer relationships, and cross-marketing of company products and services.
• Streamlined booking processes using advanced travel management software for increased efficiency.
• Developed and implemented strategic travel programs to enhance client experiences.
• Trained and mentored junior staff on best practices in travel planning and customer service.
• Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
• Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
• Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
• Arranged travel accommodations for groups, couples, executives, and special needs clients.