• Tracking Customer Experiences: Respond to customer queries promptly and effectively across online and offline channels, via phone, live chat, and ticket systems using Aircall, Guesty, and Hubspot apps. • Identify trends and opportunities for enhancing the overall guest experience • Address any issues or concerns promptly and effectively. • Booking Cycle Management: Accompany guests through the entire booking cycle, offering support and guidance via phone, chat and email. • Assess customer needs and recommend the best products and vacation options to meet those needs. • Proactive Customer Engagement: Identify customer needs and proactively take steps to maintain positive guest experiences. • Anticipate potential issues and provide solutions to ensure guest satisfaction. • Upsell Services for Enhanced Guest Experience: Proactively identify opportunities to enhance the guest experience by suggesting and upselling additional services, amenities, or experiences that align with their preferences and needs, ensuring that their stay is truly memorable. • Share local information with guests to enrich their stay. • Continuously assess and anticipate customer needs to enhance their experience. • KPI achievements: Consistently meet and exceed Key Performance Indicators (KPIs) established for the role. • Collaboration with the team leads to feedback regarding strategies for continuous improvement in achieving KPIs. • Collaboration and Communication: Collaborate closely with your team leader and other stakeholders to ensure alignment with organizational goals and strategies. • Share insights, feedback, and data to improve reservation processes and enhance customer experiences. • Ensure that issues are directed to the appropriate team while keeping the team lead informed of any escalated matters. • Escalate customer issues and complex inquiries efficiently using company tools like CRM and HubSpot.

• Collaborate with senior leadership to define sales strategy and lead high impact initiatives to fuel new growth areas. • Lead establishing the strategic and tactical plans required to identify, qualify, and capture new sales opportunities. • Mentor and develop a skilled and dedicated sales team of generalists and upsell specialists • Develop and manage a robust sales pipeline necessary to deliver against budget and quota responsibilities. • Maintain an up-to-date understanding of industry trends and technical developments that affect target markets. • Day to day sales team management including recruitment, training, motivation, support, development, and evaluation. • Lead efforts to improve work processes and build customer partnerships to meet or exceed customer expectations and increase loyalty. • Coordinate with teams across our organization to create focus and drive results.

• Demonstrates accountability for the results of the assigned regional office in partnership with the Surety Regional Manager and acts in their place when needed. • Contributes to setting the strategic vision and business plan for the assigned regional office in partnership with the regional office leader. • Identifies and engages with new agency or customer prospects in assigned area and builds and maintains strong relationships. • Analyzes the results of the assigned office and uses insights to recommend adjustments for executing the region’s objectives. • Handles escalated issues within the region, partnering with Surety Regional Manager to ensure leadership coverage is available for issue resolution.

• Own and evolve a sales intelligence and prioritization platform that ranks customers and opportunities using transactional data, Salesforce activity, customer attributes, and analytical models. • Design and maintain models that identify growth opportunities, declining sales signals, customer segments, seller touch patterns, and sales strategies. • Build, maintain, and troubleshoot **advanced Alteryx workflows** sourcing data from Snowflake (Salesforce, transactions, customers, assignments). • Design and own **Tableau dashboards and interactive tools** used by sellers, frontline managers, and leadership. • Rapidly assess existing workflows and dashboards to understand logic, diagnose issues, and implement enhancements without extensive documentation. • Translate business questions and enhancement requests into scalable analytics solutions. • Drive seller efficiency and revenue growth by reducing noise and focusing attention on the highest-impact actions. • Partner with sellers, sales managers, and senior leaders to support rollouts, training, and adoption. • Measure and communicate tool effectiveness, adoption, and business impact.