Emma Mcknight Email & Phone Number

Finance Department

Provide results with regard to research and recommendation of cruises to achieve optimum vacation satisfaction. Maintain certification of “Expert Status” with several majorcruise lines. Member of CLIA (Cruise Line International Association) OSSN (Outside Sales Support Network) and BNI (Business Network International).

My travel-related articles appear on this.com website every other week. Writing these articles allows me to combine my two passions--creative writing expression as well as travel/cruising. Although geared to honeymooners, many of my articles include information applicable to non-newly weds but to travelers in general.

Responsible for managing the customer service team, handling escalation calls--resolving complaints, preparing work schedules, creating reports. Identify trouble spots and implement strategies to increase customer satisfaction. Wrote department DisasterRecovery Plan. Member Junior Operating Committee.

Responsible for identifying and organizing "best practices" in Telecom Division and incorporating those measures into various programs. Maintained financials and tracked revenuefluctuations for all programs. Prepared monthly presentation for executive team. Maintained client contact to ensure customer satisfaction.

Provided results-oriented structure and support for all program activities--sales, service, care. Participated in contract negotiations resulting in the implementation of a $16M B2B outbound call center with predictive dialer for over 250 workstations. Developed and executed the recruitment, hiring, training, sales, support and customer service/care.

Board Member

Developed and implemented attrition reduction programs for B2B and residential customers. Established churn calls, thank you fulfillment and preferred practices while challenging and coaching proactive representatives. Combined premier customer service with unique customer management resulting in outstanding results. Handled escalation calls including.

Sold long distance service to businesses throughout the Northeast region of the US by developing individual vertical marketing strategies, while maintaining base through exceptional customer service. 1990 President's Club Winner.1989 President's Club Winner.

Board Member

Education record

B.A., English Literature