Jacky Saulnier
Danbury,CT
Summary
Assistant manager with proven relationship management and problem-solving skills. Guide reservations consultants to deliver sales targets while maintaining high customer satisfaction. Support improved client and employee experience through effective communication and issue resolution.
Overview
15
15
years of professional experience
Work History
Assistant Manager
Tauck, Inc.
Wilton, CT
07.2023 - Current
- Manage reservations sales consultants within 15-member team.
- Coach direct reports to improve inbound and outbound call results through rapport-building and guided sales conversations.
- Monitor and score calls for required elements, complete information gathering, courtesy, and professionalism, guiding callers to the best choice for their interests and abilities.
- Encourage on-going product training, leading to more sales and effective cross-selling opportunities.
- Provide continued training in new systems and processes.
- Track staff KPIs, including productivity, call quality, and other sales metrics.
- Partner with journey preparation, guest relations, and sales teams to assist guests and travel advisors with pre- and post-travel issues.
- Work directly with guests and travel advisors to resolve problems, handle complaints, and restore confidence in our products and services; I am often tapped to handle particularly delicate situations with grace and tact.
Reservations Sales Consultant
Tauck, Inc.
Wilton, CT
08.2017 - 07.2023
- Created reservations for customers using a computerized reservation system.
- Assisted customers in selecting appropriate travel packages, flights and accommodations.
- Verified guest information and payment options ensuring accuracy and completeness.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Sales Support Specialist
Comcast Spotlight
Danbury, CT
09.2011 - 06.2017
- Supported sales efforts for advertising campaigns at Comcast Spotlight.
- Delivered customer service to strengthen client relationships and improve satisfaction.
- Responded to customer questions about products, pricing, and availability.
- Prepared sales presentation materials and media kits for client meetings.
- Scheduled cable television ad insertions across large geographic markets.
Education
Bachelor of Science - Mass Communications & Theatre
Emerson College
Boston, MASkills
- Relationship management
- Team leadership
- Employee performance evaluations
- Verbal and written communication
- Customer rapport
- Coaching and mentoring
- Microsoft suite
- Salesforce
Timeline
Assistant Manager
Tauck, Inc.
07.2023 - Current
Reservations Sales Consultant
Tauck, Inc.
08.2017 - 07.2023
Sales Support Specialist
Comcast Spotlight
09.2011 - 06.2017
Bachelor of Science - Mass Communications & Theatre
Emerson College