Carol English Ferullo

*** ********** *** 857-***-****

Winthrop, MA 02152 ad4b4t@r.postjobfree.com

Growth Executive with Turnover Specialization

Strategic Planning, Product, Operations, Air Services & Call Center Management

Profile

Proven growth-oriented travel executive with turnaround expertise. Breadth of domain experience spanning diversified product planning & contract negotiations, operations & air services management; global experience in all functional areas of the hospitality industry. Fosters talent, metrics driven using sound judgment creative execution & quality obsessed.

Experience

Grand Circle Corporation June 2021 – July 2022

Senior Vice President, Traveler Relations Center

Business Change Performance:

Increased call center staffing levels 100% from 80 to 175 agents

Reduced service abandonment rate from 54% to 22%

Reduced service hold times from 3 hours to under 1 hour

Restructured Group Sales Division

Management Competencies:

Improved the customer experience in Service & Air

Developed new strategy for recruiting, hiring & training agents

Established initiatives to improve agent retention

Drove improvements in processes between the call center & air services to increase air profits

Road Scholar 2017 – 2021

Associate Vice President

Business Change Performance:

Improved delivery of preliminary air itinerary timeline from 9 months to 90 days by clearing backlog of 3000+ air requests

Negotiated airline agreements to maximize profits & improve customer satisfaction; increased air penetration from 60% to 80%

Increased business class profit from $6M to $8M

Increased efficiencies & developed a stronger framework between the call center & air services

Management Competencies:

Developed new processes to enhance the customer experience

Established improved management techniques

Designed metrics system to support improved efficiencies

Implemented technology to drive point of sale air & reduce air variance

Vantage Deluxe World Travel 2012 – 2017

Senior Vice President, Worldwide Operations

Business Change Performance:

Drove Buyers’ contract renegotiations recognizing Cost Savings from $1.8M to $2.5M in 2016

Improved contract guideline adherence: multi-year agreements 5% to 11%, with less than a 3% rate increase against industry average & Tour Director comps from 60% to 63%

Increased efficiencies throughout Worldwide Operations using consistent processes delivered with training, communication & teamwork

Negotiated airline agreements; increased Business Class profit 125% from $2.3M in 2014 to $5.5M in 2017

Management Competencies:

Established new buying guidelines

Created a new product strategy process & successfully launched 3-5 new programs each year representing $1.2M in revenue per product

Developed initiatives that enhanced the guest experience: land only transfer services & complimentary internet

Developed stronger airline relationships resulting in higher air revenue

VBT Bicycling & Walking Vacations 2008 – 2012

Director, Worldwide Operations

Business Change Performance:

Increased air penetration from 79% to 89%

Improved Call Center conversion from 22% to 37%

Increased Overall Quality by 5%, Air Quality scores by 8%

Integral part of Top 20 listing of BEST Tour Operators in the USA for customer satisfaction for active travelers in 2010 & 2011

Management Competencies:

Managed 60% of corporate budget

Developed a new air costing & air variance system

Created a new regional Product Operations division using metrics & a new reporting system

Developed product strategy & negotiated airline agreements

Drove organizational design changes with specified roles & established metrics to increase performance, productivity & accountability

Vantage Deluxe World Travel 2002 – 2007

Vice President, Worldwide Operations

Business Change Performance:

Responsible for $45M in air revenue

Increased Business Class profit 103%

Improved ticketing statistics from 80% on time to 94%

Increased airline soft dollars 175% from $70K to $175K

Improved air quality scores by 8%

Improved delivery of Preliminary Air Itineraries from 78% to 92%

Management Competencies:

Developed strong vendor relationships

Created Air Operations Goals & metrics system

Developed a new process to ensure that all Program Managers received accurate trip information at 21days prior to the guests’ arrival

Trained sales & service staff to help increase air penetration

Created a unified Operations Team

Management Proficiencies

Air Services: Contracting, Costings, Operations Building high performing teams

Management Worldwide Operations Linking training performance

Product Planning & Development Improving Quality Standards

Global Response & Crisis Management Communication

Education

Certified ARC Specialist

Certified Travel Instructor, MA & NH

BA Psychology, SMU

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