Judith P. Email and Phone Number

My role as a Customer Relations Agent is to be a Viking brand ambassador, responsible for rebuilding trust and strengthening Viking’s relationship with the customer while protecting the company brand. As an agent I am the subject matter expert of customer solutions and ensures the best customer experience throughout the journey from booking to post-trip. I manage inbound and outbound phone calls discussing the guest’s post-cruise perspective about their overall experience. My role is to reinforce a customer-centric attitude to maximize customer satisfaction using strong conflict resolution, negotiation and mediation skills with excellent verbal and written communication to provide exceptional customer care.Job Responsibilities:Post cruise guest retention efforts through professional compassion focusing on empathy and guest education.A customer advocate highlighting the guest’s perspective and experiences with the objective of promoting positive change within the organization.Protect and promote the company brand by building and maintaining strong customer relationships.Work independently managing a variety of cases that require critical thinking, research, and negotiation skills within short deadlines to provide customer solutions.Act and communicate on behalf of the executive team.Promote a friendly and collaborative business relationship with teammates and other interdepartmental teams.Maintain accurate information within the company Customer Relations Management database. keeping customer information and interactions confidential,Exceptional customer service skills with genuine desire to assist guests, teams and colleagues.Possesses strong communication skills, eagerness to collaborate, share and assist.Works independently without requiring follow-up.A willingness to do what is needed to complete a task.Research and analytical skills for collecting and evaluating information and data.

The Customer Success Specialist is an essential role within the Everyday Banking contact center.Delivering a best-in-class customer experience while adhering to work guidelines, policies, and regulationsQuickly answering customer inquiries via phone, responding to routine to moderately complex inquiries and resolving customer issues in a friendly and courteous mannerExcelling in a fast paced, collaborative environment that requires accuracy, multitasking and effective communicationNavigating multiple computer systems; researching and assessing customer needs, and offering appropriate solutions

Remote position.Take inbound and make outbound calls, supervisor level, for a variety of customer and partner related issues, in addition, responsible for maintaining daily reporting and identifying trends.Consistently meet performance quotas; explain product features and servicesEnhance organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments Ues established script to respond to customer inquiries and to verify account holder identityMaintain call center database by entering information accurately

Provide service to over 11k per annum, approx 80 calls per day.Highly motivated Detail-focus on Customer Care Deliver extraordinary service on inbound calls in a fast-paced, structured customer care environment by following a Customer First philosophyConsult with high-value Premium Card Members to understand their needs and tailor unique solutions for each customer, reinforcing the benefits of card membership, providing relevant offers that deepen customer engagement, and result in measurable value for our Card MembersAddress general and account-specific customer inquiries; provide clear, concise information and update customer account information, as neededUse tools and resources to identify custom solutions and anticipate customer needs in an effort to maintain the first point of contact resolutionFamiliar with all Banking Regulations and securities requirements via annual training and testing Proficient in online banking its uses, and problem resolution and issuesAbility to maximize the use of time and resourcesAbility to establish and maintain positive relationships with management, team members, and customers.Problem resolutionAbility to meet and exceed performance goals that include, but are not limited to, customer survey results, quality goals, banking compliance regulations, and productivity targetsSuperior written and communication skillsExperience at working with a diverse community Ability to work a flexible schedule

Customer ServiceMaintained daily reportsAdhered to federal and state compliance codesDaily payroll maintenance for divisionProblem-solving for package delivery Implemented rules for site protocolFamiliar with various tracking systems and technology