Will Arango
Sales Professional
Miami,FL
Summary
A seasoned and dynamic leader with over two decades of sales expertise, adept at managing high-performing teams and driving results. Demonstrates a proven history of fostering collaboration to meet objectives, elevate revenue, and propel sales cycles forward. Possesses a resilient and adaptable demeanor, capable of navigating change proficiently amidst formidable conditions.
Overview
19
19
years of professional experience
Work History
Sr. Manager, Outbound & Groups Sales
Celebrity Cruises
Virtual, Miami, FL
11.2022 - Current
- Assumed full responsibility for overseeing the Consumer Outreach channel operations in October 2023, achieving exceptional and historic results by surpassing targets with 106% Bundled Sailed Revenue & 115% Booked GTR by year-end
- Achieved $124.5 million in GTR for the Outbound department in 2023, the best year ever in company history
- Added several lead-generating and cultivating initiatives that led to the overall success of the OB department and Consumer Outreach/Direct business as a whole
- Successfully elevated the productivity standards for the Outbound Team and increased production by 185% vs. the previous year
- Introduced a streamlined sales strategy (Recipe/Call flow), enhancing agents’ ability to qualify guest needs and present tailored vacation options effectively
Lead (Manager), Reservations, TS&S
Celebrity Cruises
Virtual, Miami, FL
04.2022 - 11.2022
- Developed and led a departmental sales training to improve call structure, relationship building, and closing techniques. In turn, increased conversion by 21% and revenue per hour by 15% while decreasing AHT (Average Handle Time) by 23%.
- Achieved $60.million in gross ticket revenue sales while maintaining an average conversion at 41%
- Successfully launched a pilot program with a new business model for one of our travel agencies, Tully Luxury Travel. We recorded a 108% increase in bookings and 157% increase in revenue over STLY.
Sales Manager, Consumer Sales Department
Crystal Cruises
Miami, FL
08.2017 - 02.2022
- Achieved $32.6 million in net revenue sales in 2021, not including the 1stquarter due to the ongoing global pandemic.
- Implemented the Crystal Culture and Six Star Service program, enhancing our customer service standards
- Onboarded a new CRM platform (Salesforce), allowing real-time data reporting and increasing the guest contact ratio.
- Streamlined customer communication through automated email templates, resulting in increased performance and productivity.
- Worked closely with marketing to implement strategic brand marketing campaigns to enhance our company’s value proposition.
Sales Coach, Consumer Sales Department
Carnival Cruise Line
Miami, FL
06.2013 - 08.2022
- Accomplished an annual revenue of $16.8 million by successfully managing and developing a team of 30 sales consultants.
- Researched, developed, and implemented a sales process to improve our Vacation Protection Plan program (Travel Protection), which increased revenue by an average of 15% department-wide
- Consistently met and exceeded monthly bookings goals, reaching 115% + of target
Personal Vacation Planner, Consumer Sales Department
Carnival Cruise Line
Miami, FL
11.2012 - 06.2013
- Exceeded monthly sales goal of bookings at 150% of target
- Achieved five (5) Century Club awards (over 100 sales in a calendar month)
- Addressed and resolved customer inquiries with a 97% + rating on quality assurance reviews.
Sales Coach, Consumer Outreach Department
Royal Caribbean International
Miramar, FL
08.2011 - 10.2012
- Consistently reached monthly booking goals at 100%+ of target.
- Initiated a project to quantify the dollar amount associated with each outbound dial, which allowed agents to recognize the importance of productivity and resulted in a 15% increase in total sales.
- Led monthly departmental sales trainings to implement best practices and increase productivity
Sales Team Leader, Consumer Research Department
Norwegian Cruise Line
Miami, FL
10.2008 - 12.2010
- Awarded Sales Team Leader of the Year in 2009, generating $21.5 million in revenue
- Awarded 11 “Team of the Month Awards” for exceeding sales
- Launched and managed a new office/branch in Miami for the Consumer Research Department
- Facilitated sales and operations in the absence of senior staff.
Sales Coach, Consumer Research Department
Carnival Cruise Lines
Miramar, FL
06.2006 - 10.2008
- Recognized as the top Sales Team in the department in 2008, generating over $18+ million in revenue.
- Led monthly departmental sales trainings to implement best practices and increase productivity
- Consistently reached monthly booking goals at 100%+ of target.
Personal Vacation Planner, Consumer Research Department
Carnival Cruise Lines
Miramar, FL
05.2005 - 06.2006
- Awarded the 12 Century Club sales award (over 100 sales in a calendar month)
- Ranked in the top 3% of sales staff from a total of 750 sales consultants.
Education
The Academy Technical Institute
08.2003
Skills
- Sales Data and Analytics
- CRM Build & Org Design
- Team Leadership, Coaching, and Mentoring
- Sales Training
- Talent Recruitment & Development
- Interpersonal Skills
- Innovative Problem Solver
- Cross-Functional Collaboration
- Business Planning
- Teamwork Mindset
Other
English, Spanish, Microsoft Office Applications, Siebel, Salesforce (CRM system), Seaware, Seaweb, Navigator reservation systems, Avaya, eResource Planner, PeopleSoft
Timeline
Sr. Manager, Outbound & Groups Sales
Celebrity Cruises
11.2022 - Current
Lead (Manager), Reservations, TS&S
Celebrity Cruises
04.2022 - 11.2022
Sales Manager, Consumer Sales Department
Crystal Cruises
08.2017 - 02.2022
Sales Coach, Consumer Sales Department
Carnival Cruise Line
06.2013 - 08.2022
Personal Vacation Planner, Consumer Sales Department
Carnival Cruise Line
11.2012 - 06.2013
Sales Coach, Consumer Outreach Department
Royal Caribbean International
08.2011 - 10.2012
Sales Team Leader, Consumer Research Department
Norwegian Cruise Line
10.2008 - 12.2010
Sales Coach, Consumer Research Department
Carnival Cruise Lines
06.2006 - 10.2008
Personal Vacation Planner, Consumer Research Department
Carnival Cruise Lines
05.2005 - 06.2006
The Academy Technical Institute