NATHAN PICHARDO
Methuen
Work Preference
Summary
Travel Services supervisor skilled in navigating challenging conversations and fostering a collaborative team environment. Committed to continuous improvement, leveraging strong problem-solving skills to enhance participant experiences and drive team performance.
Overview
7
7
years of professional experience
Work History
Travel Services Supervisor
Road Scholar
Boston
2024.04 - Current
- Developed strong working relationships with direct reports to enhance team cohesion
- Conducted regular, weekly one on one meetings that focus on keeping everyone motivated, recognized, and supported in their growth and development
- Focused on and reinforced the concept of communication, accountability and performance, while remaining constructive and productive
- Navigated challenging conversations with employees, specifically when addressing performance and or attendance related matters
- Maintained empathy, respect and clarity when delivering developmental feedback or managing disciplinary concerns
- Effectively managed daily workload and prioritization
- Demonstrated strong ownership through timely follow-ups, proactive tracking, and close collaboration with leadership to help prevent delays and minimize escalations
- Built strong relationships with new hires by following the Road Scholar Onboarding Program and partnering with the Training team to support successful transitions
- Established clear communication and set 30-60-90-day expectations to ensure readiness for inbound support roles
- Faced adversity through ongoing performance challenges and remained persistent in supporting improvement
- Supported new hire mid-training in bridging communication gaps with previous leadership to ensure smoother transitions
- Several team members earned monthly incentives for consistently exceeding KPI targets under my guidance
- Participated in Action Response Team (ART) meetings to enhance collaboration among team members
- Hosted "Monday Morning Brews" meetings to establish a stronger connection within Travel Services Leadership
- Successfully facilitated Travel Services/ Air Help Desk meetings
- Successfully Co-Hosted the Hispanic Heritage Month community engagement event
- Explored unfamiliar tasks to encourage team members in embracing new challenges and expanding their skill sets
- Delivered presentations to diverse audiences to facilitate knowledge sharing and engagement
- Continuously seeking additional growth opportunities such as performance management, conflict resolution, and team facilitation to enhance overall leadership effectiveness
Travel Services Coordinator
Road Scholar
Boston
2022.04 - 2024.04
- Engaged customers in professional dialogue to assess travel needs and preferences.
- Resolved participant inquiries and complaints regarding travel arrangements.
- Responded promptly to participant questions, finding effective solutions to issues.
- Utilized Amadeus GDS to identify cost-effective travel accommodations while ensuring efficiency.
- Researched hotels and airfare options to meet participant expectations.
- Anticipated schedule conflicts, coordinating alternate arrangements for seamless travel experiences.
- Explained benefits of purchasing trip protection plans to participants.
- Executed outbound calls to assist with travel arrangements and confirm itineraries.
BDC Service Representative
495 Chrysler Jeep Dodge Ram
Lowell
2021.09 - 2022.04
- Scheduled appointments for service team and made reminder calls to enhance customer attendance.
- Cultivated in-depth vehicle product knowledge to effectively address customer inquiries.
- Provided timely, and knowledgeable responses to information requests.
- Maintained positive demeanor while resolving concerns of agitated or dissatisfied customers.
- Sent out surveys through email to obtain information about their experience at the store.
BDC Sales Agent
Strolid
Salem
2019.09 - 2020.09
- Called warm leads each morning to increase dealership client base.
- Monitored and responded to internet sales leads through multiple different databases and CRMs.
- Engaged customers positively to address sales needs and enhance satisfaction.
- Used excellent communication skills to engage customers in conversation and efficiently determine their needs.
- Followed required scripts and guidelines for inbound and outbound sales calls.
- Answered incoming telephone calls for dealerships around the country.
- Booked showroom appointments from internet and phone inquiries to facilitate customer visits.
- Ensured that all required information is readily available when customers arrive at the showroom.
Education
High School Diploma -
Methuen High School
Methuen, MA2016-05
Skills
- Travel management software and coordination tools
- CRM proficiency
- Customer service and engagement
- Inbound and outbound calling
- Verbal and written communication
- Active listening
- Problem solving
- Relationship building
- Performance management
- Conflict resolution
- Team building
- Process improvement
- Decision making
- Public speaking
- Employee development
Languages
Spanish, Native/Bilingual
Timeline
Travel Services Supervisor
Road Scholar
2024.04 - Current
Travel Services Coordinator
Road Scholar
2022.04 - 2024.04
BDC Service Representative
495 Chrysler Jeep Dodge Ram
2021.09 - 2022.04
BDC Sales Agent
Strolid
2019.09 - 2020.09
High School Diploma -
Methuen High School