Bill leads a team of 185+ sales, service and support associates and managers who assist customers before, during and after travel.
Bill Thomas is Director of Reservations, Sales & Support in the Customer Engagement Center (CEC). Bill leads a team of more than 185 sales, service and support associates, managers and supervisors who assist customers before, during, and after travel. In addition, he drives employee engagement through a “people first” culture, identifies trends, including successes and coaching opportunities, and works to achieve a 90+ Net Promoter Score (NPS) for associate and customer interactions.
Bill joined Delta Vacations in 2010 and has held numerous positions, including project manager, where he led teams to enhance and develop new policies and procedures as business needs changed. He was promoted to Manager of Training then Director of Reservation Support before assuming his current role.
Bill has 20 years of experience leading teams skilled in customer service, sales and operational functions. Prior to joining Delta Vacations, Bill served as the Workforce Development Coordinator at Minot Area Development Corporation. In this role, he studied open job opportunities across the Minot areas to determine needs for community resources.
Bill earned a Bachelor of Science in Management from Minot State University in Minot, ND, and a Master of Science in Management in 2018.