Anna D Email & Phone Number

Miami, Florida, United States

•My role was to ensure that the guest has a pleasant experience whilst using the ships Wi Fi Services; it was a solo position, which involved single handedly managing Internet sales, service queries, technical questions, and excellent objection handling skills. •Responsible for initiating Internet service each cruise by uploading the customer database. Dealing with technical issues & minimizing the internet downtime. Reducing the amount of refunds being provided for poor quality of internet connection by constantly negotiating the refunds, which accounted for a major portion of the revenue•Up selling internet packages to Guests & crew members alike. The role involved multitasking, sales skills and technical know how about the latest gadgets in order to assist the Guests & crew with their Internet queries while providing good customer service. •Handling Guest disputes, to enhance revenue, while using due diligence for any refunds•Co-ordinate with different departments such as IT, Finance , Guest Services and keep everyone informed of any updates.• Nominated Employee of the month onboard Jewel of the Seas for the month of May 2018• Nominated Manager of the month onboard the Vision of the Seas for the month of September 2018

Miami-Fort Lauderdale Area

•Worked onboard Oceania Cruises from (28th September 2015 - 15th March 2016)•Worked onboard the Norwegian Gem from (24th September 2016 - 19th March 2017)• My role was to ensure that the guest has a pleasant experience whilst using the ships Wi Fi Services; it was a solo position, which involved single handedly managing Internet sales, service queries, technical questions, and excellent objection handling skills. •Responsible for initiating Internet service each cruise by uploading the customer database. Dealing with technical issues & minimizing the internet downtime. Reducing the amount of refunds being provided for poor quality of internet connection by constantly negotiating the refunds, which accounted for a major portion of the revenue. Accurately maintaining the daily balance sheet with Ships Accounts & EMC usage reports so as to ensure there is no loss of revenue.•Up selling internet packages to Guests & crew members.•Achieved & exceeded the internet revenue & customer satisfaction targets by 20% despite the slow internet speeds on a ship, I have consistently met the CSAT and have also received 5 Cruise awards in my 3 year tenure in P& O cruises, and exceeded the sales parameters.•Marketing special promotions for Guests like Internet Happy hours, Preparing the right adverts for the promotions ,ensuring the adverts are displayed at the Guest work stations as well as they are printed accurately on the Ships Newspaper so Guests can take advantage of the same.•Closing the ships Internet Accounting system at the end of each cruise to ensure accuracy in the Final revenue reported to the Finance team onboard by conducting a Daily balance reconciliation.•Handling Guest disputes, to enhance revenue, while using due diligence for any refunds. Preparing the Ship’s Marketing Report as well as the EMC revenue Report and submitting the same to EMC and the cruise line.

•My role was to ensure that the guest has a pleasant experience whilst using the ships Wi Fi Services; it was a solo position, which involved single handedly managing Internet sales, service queries, technical questions, and excellent objection handling skills. •Responsible for initiating Internet service each cruise by uploading the customer database. Dealing with technical issues & minimizing the internet downtime. • Achieved & exceeded the internet revenue & customer satisfaction targets by 20% despite the slow internet speeds on a ship, & prices charged for the internet connection onboard, I have consistently met the Guest Satisfaction scores and have also got 5 Cruise awards in my 3 year tenure in P& O cruises, and exceeded the sales parameters.

Mumbai Area, India

•Customer Retention and collecting outstanding payments with care whilst achieving the cash conversion matrix and balancing customer relations while minimizing the bad debts for the company. Providing payment options while assisting and efficiently handling customer queries while transitioning sales for mobile add-ons.

Mumbai Area, India

•Responsible for dealing with incoming calls in Service to Sales process at Chase Card Services, advising customers on account management and credit maintenance whilst generating revenue through balance transfers and up selling the bank’s value added services, while balancing customer satisfaction.•Assisted my manager by monitoring team’s calls and providing feedback on a weekly basis not only to enhance the team’s performance, but to also ensure that there was no cases of miss-selling .•Assisted in mentoring new members joining the team to develop effective sales pitches, thus improving their self-confidence and their performance. •Conducted team briefings and debriefings to ensure that the team was aware of any changes in the process. • Assisted in transitioning floor support to help new joiner’s in queries while on calls, so that they could reduce their AHT (Average call Handling Time).Ensured that the team’s knowledge was updated by conducting a monthly quiz on the new changes to the process.•At J.P Morgan Chase-Awarded Certificate of Achievement for the Best FCR (First Call Resolution) for the month of July 2008. •And in Service to Sales received the award for the advisor with the highest Balance Transfer rate on credit cards for the month of March 2008

Mumbai Area, India

Right from my early teens, I was quite motivated to fund my own higher education, hence as soon as I turned 18 I started working part time at 3 Global Services while attending Full time Regular Degree College at St. Andrew's. Bandra Mumbai.My job role involved dealing with Australian Customer service queries while assisting and efficiently transitioning service queries to sales for mobile add-ons. I enjoyed working with the team and experienced Managers and senior team members who were extremely patient and kind to invest in me.

Bachelor Of Commerce -Majoring In Accounting, Business/Managerial Economics, 81% (First Class)

Activities and Societies: 1)Awarded the RITA VAZ Scholarship in St. Andrews’ college Bandra for the most deserving student of FYJC (First.

Drawing Examinations, Drawing

Activities and Societies: Drawing, Sketching , Water Colour painting I have always had a keen eye and a penchant for art, craft.

Maharashtra State Certificate In Information Technology, 83%

Passed MS-CIT (Maharashtra State Certificate in Information Technology with 83%.

System Maintenance Through The Institute Of Chartered Accountants Of India