Execute business improvements to ensure Contact Center improvements align with the wider AQV business.• Identify, plan, design and execute business improvements to deliver sustainable benefits. • Establish benefit realization plans for all change initiatives, ensuring benefits are clearly identified and tracked following implementation.• Establish and execute the Contact Center communication and engagement plans.• Manage the department’s knowledge base ensuring information, policies and procedures are up to date.

Establish and implement service recovery guidelines that ensure the ultimate in guest experience. Communicate and enforce policies and procedures, ensuring the highest level of guest service and standards are maintained. • Monitor guest satisfaction levels to ensure that all guest needs are being met. • Analyze guest ratings and online reviews, implement ways to improve ratings and maximize guest satisfaction. • Manage the research and resolution of all post cruise guest feedback, complaints, concerns and escalations and determine appropriate recovery methods. • Manage the Chargerback process for Lost & Found recovery efforts with onboard team.• Create operational strategies for the guest services department that are consistent with overall goals in the short and long term. • Manage all Special Services pre-cruise operational reporting needs and requests.

Work closely with the Director of Total Guest Experience to complete and compile departmental information into weekly documentation. Tasks include support for an average of 3 cruises per week, report creation and utilization, proprietary software management, liaison with local vendors and contacts for the creation of special edition themed events.• Establish and maintain relationships with vendors, venues, and company staff in execution of Guest Experience events, goals and initiatives for Coastal and Expedition cruises.• Negotiate and hire step-on guides and performers for lectures and performance events onboard.• Expertly plan event details and logistic, organize and execute operational functions. • Own and manage day-of execution for all special edition events, plan proactively for potential scenarios that could impact event integrity. Plan and execute special sailing itineraries.• Work with Guest Experience Manager to develop and deploy post-cruise guest surveys related to specific themes developed.

Served as call center contact lead for all sales and service agents. Providing on the job training and guidance to employees. Created training materials and reference guides for employees, performed call monitoring and attendance tracking.• Point of contact for questions and escalated supervisor calls, quality assurance, reporting review, vendor relationships as well as motivating and mentoring teammates. • Used recovery steps to respond to complaints or any client dissatisfaction with service levels.• Managed and distributed reservation requests via email and voicemail to sales and service agents appropriately.• Served as manager on duty when supervisor or manager is not present.

Served as the lead and anchor for team of (3) Group Sales Specialists. Managed the ongoing education and training of the specialists while guiding them to focus on new business development by converting sales leads to new business. Establish and build strong business relationships with top group producing travel partners. • Maximized sales by creating competitive custom programs for charter, group & incentive clients while presenting effective excursion options to direct guests and travel partners including business owners, resulting in repeat business.• Managed the assignment of new and potential business to the appropriate Specialists by keeping workload balanced, providing needed tools, which improved productivity and resulted in an efficient collaborative environment where team goals were consistently met or exceeded.• Trained new staff on sales processes, wrote changes to policies and procedures, coach/mentor and guided staff through complex situations and assignments.

Managed inventory compliance of various vendor agreements. Managed hotel and activity inventory processes for all Cruisetour products by analyzing and evaluating Cruisetour inventory. While serving as the operations anchor for a team of (2).• Oversaw and enhanced efficiency in the inventory planning process for all Cruisetour products based on past sales and projections. • Developed timeline for Cruisetour operational duties while successfully streamlining the entire operations process including efficient inquiry resolutions and hands-on troubleshooting, resulting in reduced operating costs. Received Employee of the Quarter Award for success in this area.• Improved sales by working with Revenue Management to identify opportunities for potential sales, reviewed projections to avoid overselling while identifying tours to be cancelled or promoted.