Beth Icenogle Email & Phone Number

Coquille, Or, Us

Coquille, Oregon

Assisting members with financial concerns and offering products to help increase their earning potential.

Managed two executive level teams and one Team lead. These teams handle all complaints, pre and post, that were sent to the executives of Royal Caribbean Group. I coached them with regard to proper correspondence as well as handled payroll, hiring, training and escalated calls/correspondence. Time management and organization were paramount for this position as I was working with agents around the globe.

Miramar, Florida

Supervise a team of highly trained and talented agents to respond to all pre and post cruise escalated concerns from guests/travel agents on behalf of the company executives. Handle escalations from no sail call outs and work directly with the executives of the companty.

Springfield Oregon

Supervised a team of 19 agents that handle inbound calls for Club Royale guests, travel agents and Royal Reps. Our purpose is to create complex and unique bookings for a very specific clientele for Royal Caribbean as well as maintaining the delicate relationship with our casino partners.

Springfield, Oregon

Managed a team of 21 agents that handled inbound calls and correspondence for guests after they had completed their cruise. I had the top performing team in both call center and correspondence throughout my tenure. I provided a fun and inviting atmosphere for a difficult department through balancing our team budget along with the needs of the company. With no onsite leadership, I handled manager level requests for staffing, hiring and individual agent needs.

Springfield, Oregon

I handled all escalations that were sent by the team. I learned how to coach agents on de-escalation techniques to lower the amount of unnecessary escalations created. I created an audit process, wherein all service requests over 10 days are audited to ensure the guest is receiving the assistance they deserve. I created and updated all departmental documents to meet ever changing standards.

Springfield, Oregon

I handled inbound calls and correspondence for any guest that had a concern or compliment from a past cruise. During this time, I learned how to prioritize and manage my time to ensure I was able to handle my incoming volume as well as being efficient with follow up and resolution for existing files. Researched complicated accounting issues to provide an accurate resolution for my guests.

Springfield, Oregon

I handled inbound calls for guests that booked directly with Royal Caribbean. I assisted with any reservations changes that were needed. I was part of the Balance Due Team and head of the Redeployment Team. I implemented process changes for deployments for efficiency purposes. I was elected to be a Subject Matter Expert (SME) in the training room and assisted in the testing process.

North Bend, Oregon

I supervised several teams of inbound call center agents. Provided coaching to improve the customer experience with regard to customer service surveys, quality assurance and KPIs. I created analytical reports for the client to explain influxes of calls and the root cause of these changes. I was in charge of monitoring attendance and phone states through the use of Avaya. I also handled any escalated phone call that my team could not handle.