laura pongonis

As a Sales Coach/Team Manager I drove the performance of a professional sales team in the Vail Resorts Reservations Sales Department; focused on driving lodging reservations and vacation essential sales. I cultivated a culture of excellence in every customer contact through passion and leadership. Through dynamic coaching, performance management and employee development; my team consistently exceeded monthly sales goals.

As a sales supervisor I oversaw the daily operations of the call center floor; managing call volume, analyzing daily operational reporting, resolving guest issues and assisting with continued development of sales and customer service teams.

Sold vacation packages and customized vacation experiences for the guests of Vail Resorts’ renowned mountain resorts. Provided an Experience of a Lifetime at one of our world-class mountain resorts through personalized, all-inclusive service. Consistently exceeded lodging & ancillary sales goals.

As the Manager of Training and Innovation, I drive organizational success through strategic management of the Training Department. Leading a team of a dynamic Sr. Learning & Development Facilitators; we have designed and implemented effective sales training & development programs for Vail Resort Reservation’s remote & in-office teams across North America. My team drives value, aligning with our company’s mission “Experience of a Lifetime”, through continuously incorporating emerging technologies, innovative training techniques, and service oriented sales development. Additionally, I manage a collaboration of Call Center Hiring Managers through recruiting and on-boarding remote and in-office sales teams across North America.