Makella Garrett
Lancaster,PA
Summary
Experienced in converting sales leads and managing multiple accounts, innovative Business Development Manager who consistently achieves and surpasses sales and revenue objectives. With a results-driven and proactive mindset, demonstrated record of accomplishment in driving business growth. Collaborative approach and unwavering commitment to excellence have earned a reputation for delivering exceptional results.
Overview
11
11
years of professional experience
Work History
Business Development Manager
Railbookers Group
03.2023 - Current
- Primary accounts are AAA, CAA, and Expedia accounts in the US and Canada
- Support host account conferences, regional events, and training events
- Conduct trainings online and in person educating the accounts on the product
- Develop strong relationships with accounts and increased sales by 15% in 2023 and pacing at 19% for 2024
- Conduct online and in-person training webinars for travel partners
- Develop and execute joint consumer presentations and virtual travel talks to help support accounts
- Intercept customer service issues from travel partners and work with Guest Relations department internally to ensure prompt and satisfactory resolution
- Achieve daily, weekly, and monthly phone, in office visits and email communication goals in accordance with specified KPIs and performance guidelines
- Monitor the performance of AAA/CAA and Expedia agencies and clubs on a weekly, monthly, and yearly basis, Ensure that travel agent partners are kept up to date with the latest brand information including promotions, itineraries, brochures, and product enhancements.
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Managed accounts to retain existing relationships and grow share of business.
- Organized promotional events and interacted with community to increase sales volume.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
Inside Sales Team Lead
Railbookers Group
03.2022 - Current
- Achieved all key metrics in a consistent manner, including weekly sales targets
- Provided support to the sales team by answering questions, observing calls, closing sales, and resolving issues with customers
- Delivered feedback, assessed gaps in knowledge and performance including improving call scores for the management team, resulting in clear and measurable improvements
- Contributed and, when required, collaborated, prepared, and facilitated weekly sales trainings
- Supported new hire training and development including sales skills training, role plays, product training and practical training
- As required, monitored the call queue, and actioned both inbound and outbound calls to keep agents informed on pending inbound calls abandonment rates, conversation times, etc
- As needed, monitored the call queue, and tracked inbound/outbound calls to keep agents aware of inbound calls waiting, abandonment rate, talk times, agent availability etc
- Updated the team on progress towards goals, metrics, and contests
- Assisted management in maintaining and upholding sales policies and guidelines.
- Managed 10 sales specialists by coaching on effective sales techniques, monitoring performance and offering helpful feedback.
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
Inside Sales Consultant
Yankee Leisure Group
05.2021 - Current
- Provided excellent call experience with travelers to foster customer retention and referrals
- Provided advice to clients and travel partners with all specials and promotions
- Ensured regular communication and developed relationships with clients and team members
- Recognized and anticipated customer needs and requirements
- Prospected new opportunities with inbound and outbound calls, followed up, and sent emails
- Attended weekly team meetings and individualized coaching sessions with immediate manager
- In depth knowledge and understanding of online systems, independent with resolving system issues
- Achievements: Consistently in the green, above 90% in call scoring
- Was in the top 10% for call conversions
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Used CRM software to maintain detailed contact logs and account records.
- Collaborated with outside sales representatives, marketing and other departments to generate leads and close sales.
- Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
CALL CENTER TRAVEL AGENT
AAA Southern PA
01.2020 - 05.2021
- Trained to become a travel consultant, learned AAA booking system and all the different supplier courses to fully understand each of their respective products
- Answered phones and assisted customers with their travel needs, answered general questions and consulted them through the booking process
- Qualified customer needs to determine best vacation options.
- Provided exemplary customer service to new and existing clients, which helped build relationships and secure new travel assignments.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Followed up with customers to increase customer service with travel plans.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
SUPERVISOR LIFEGUARD
Hershey Park (seasonal)
05.2013 - 08.2018
- Special facilities lifeguard and work the whole boardwalk to ensure the safety of all the guests
- Certified by Ellis & Associates and Red Cross
- Assist the guests with general questions about the park and provide suggestions on dining options and directions
- Promoted to Supervisor Lifeguard in 2016
- Properly staff various attractions, break minors and 18+ guards at proper times
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Maximized customer satisfaction by greeting pool patrons with courtesy and resolving issues promptly.
- Reiterated water safety practices and lifesaving measures at every class to prevent accidents.
- Provided friendly customer service to guests and addressed concerns.
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
Education
Associate of Arts - Business Administration
Lock Haven University
Lock Haven, PAHempfield High School
Lancaster, PA05.2015
Skills
- Customer Service Mindset
- Persuasive communication style
- Conflict resolution experience
- Organized
- Responsive
- Team Player
- Self Disciplined
- Positive Attitude
- Interested Personal Development
- Relationship Development
- Sales Presentations
- Relationship Building
Timeline
Business Development Manager
Railbookers Group
03.2023 - Current
Inside Sales Team Lead
Railbookers Group
03.2022 - Current
Inside Sales Consultant
Yankee Leisure Group
05.2021 - Current
CALL CENTER TRAVEL AGENT
AAA Southern PA
01.2020 - 05.2021
SUPERVISOR LIFEGUARD
Hershey Park (seasonal)
05.2013 - 08.2018
Associate of Arts - Business Administration
Lock Haven University
Hempfield High School
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