Nancy Lambert Email & Phone Number

Greater Seattle Area

Support Administrive Office, Chief Executive Officer, and Board of Directors.

Managed the day-to-day operational and business support activities of the high-volume call center. Supervised, motivated, mentored, and evaluated employees and facilitated effective training programs. Planned and coordinated workflow to optimize efficiency and productivity throughout the call center. Created staff schedules while staying on budget and ensuring proper staffing for the average volume. Implemented and enforced policies and procedures and communicated procedural updates as necessary. Screened, interviewed, and hired qualified employment candidates and directed Human Resources tasks.Key Accomplishments and Contributions as the Manager of Guest Services and Relations• Developed, implemented, and enforced quality service standards and monitored staff to ensure compliance; enhanced customer satisfaction through program development and staff training• Liaised with travel insurance and outside reservation companies and all phone system providers• Led the department through contingency plans to recover from itinerary changes as they happen• Responded to and effectively resolved guest complaints in a timely manner to ensure satisfaction• Managed balance collection duties to ensure accurate revenue reporting and controlled budgets

Supervised, motivated, mentored, and evaluated a team of 35 and facilitated effective training programs. Served as a primary management resource for information and created alternative plans during irregular ship operations. Managed negotiations with airline representatives to ensure cost effective arrangements.Key Accomplishments and Contributions as the Manager of Air Operations• Developed and implemented effective action plans to handle ship day emergencies or conflicts• Facilitated the completion of passenger airline bookings and provided quality passenger service• Implemented and enforced policies or procedures and accommodated guests with special needs• Created and implemented a separate service call center for internet versus contact rate air fares

Managed agents and coordinators who prepared and dispatched passenger documentation. Established and maintained professional and productive relationships with vendors, contract laborers, travel agents, and company department heads. Administered budgets for staffing, printed material, and postage accounts. Reported, analyzed, and evaluated the usage and cost of printed documentation supplies. Supervised, motivated, mentored, and evaluated a team of 40 and facilitated effective training programs.Key Accomplishments and Contributions as the Passenger Documentation Supervisor• Defined and developed objectives and evaluated and upgraded all procedures and regulations• Supervised bid package preparations and conducted successful negotiations with vendors which reduced overall costs; selected vendors for 75 to 100 printed computer forms and printed material• Handled the procurement of printed materials and managed invoice procedures with accounting• Administered and maintained the annual budget using historical data and passenger projections• Worked closely with the design team and proofed artwork of all printed documentation items

Served as the direct point-of-contact with key agencies, incentive, and charter companies. Coordinated the review and management of group space inventory on ships. Managed, motivated, mentored, and evaluated a team of 15 agents and facilitated effective training programs. Established and maintained professional/productive relationships with sales, marketing, and information technology departments.Key Accomplishments and Contributions as the Key Accounts Supervisor• Supervised and managed the review of all written conditions within the direct account contacts• Traveled with sales teams and met key account agencies with an emphasis on training/service

Managed the finalization and balance collection of all group bookings and supervised, motivated, and mentored all team members. Coordinated staff scheduling to support the reservations department. Calculated, prepared, and accurately processed payroll and investigated and resolved any payroll issues.Key Accomplishments and Contributions as the Group Reservations and Administration Supervisor• Worked closely with a team of 5 supervisors to reorganize the department, including planning the redesign of the reservations system with the IT team which streamlined operations/efficiency• Developed, implemented, and measured objectives and created/maintained procedure manuals