• Working with the Sales Manager to ensure that representatives meet or exceed salestargets, provide excellent customer service, and maintain high levels of productivityacross the D2C, Omni and E-Commerce Channels• Using Tableau and Excel to perform daily audit to validate sales across multiple channelswhile governing and maintaining sales dashboards and data integrity in Google Sheets• Monitor and analyze sales metrics, KPIs, and key performance drivers to identify trends,opportunities, and areas for improvement• Reconciling sales weekly and monthly and submitting End of Month Financial and SalesReports including monthly accruals, agent/management commissions and bonuses andexpense reports• Took lead to facilitate endangered deal management within our OMNI Channel (texts,emails and website) through cross functional collaboration with operations,administration, finance, retention and marketing teams to explore all possible avenues ofsuccess and determine best course of action• Led initiative to digitalize and automate sales entry by creating electronic salesapplications to enter sales directly into spreadsheets/database to feed into dashboard toallow easier sales/metrics and KPI tracking and data visualization on an automateddashboard

● Supporting sales team and by monitoring, tracking, managing and auditing 1000+ new sales accounts producing$10 million quarterly across the Central region of the United States while reconsolidating commissions and bonuses to assure accuracy with compensation● Using business reporting tools to generate, validate, and distribute financial models, SQL sales reports, forecasts and visual dashboards while providing key insights to sales leadership on important KPIs and metrics to help with decision making● Completing ad hoc analysis and self-initiating, managing, leading and completing projects special projects to improve processes in place: Responsible for recommending and taking lead on managing, building out, configuring and serving as an admin for Jira platform for B2C department to automate workflow, increase productivity for department and streamline projects, internal communication and new hire onboarding Streamlined the agent onboarding processes by introducing Docusign eSignature. This digitized the process which in turn made it quicker, efficient, and more efficient. Created a commissions calculator to allow our field sales agents and state directors to calculate their commissions in real time based on their sales. This provided the convenience for agents to have visibility to their commissions at any moment and eliminated the need to wait for their commission statements bi-weekly. Created a DropBox to store and share the access links, tools and files needed for new onboarded agents to train and perform their duties. This improved the process of accessing all the links and downloads by consolidating them into one central location and providing just one share link.

• Works with our B2B clients, brokers, and agents to accurately process new group policies for supplemental medical services, and provide professional client service for 1000+ managed business accounts while resolving 15-25 cases per day within the set SLA using Jira• Providing administrative support to B2B field sales and providing effective and efficient monitoring and reporting that ensures quality and compliance of assigned sales interaction• Auditing, approving, and providing support for broker and agent commissions/compensation; issuing commission statements monthly and providing support to Accounts Receivable department• Onboarding and providing admin support for new agents, brokers, and clients into Compass 360 CRM; implementing user acceptance testing (UAT) protocols as the final phase of applications development• Collaborating with and leading small project teams to use BPMN Modeling to identify current business procedures and priorities and identify areas of opportunity to improve processes• Responsible for EDI file transfers and uploads and maintaining database, processing, reviewing, and resolving errors and exceptions from EDI/Spreadsheet files that has been uploaded into the system

Participates in designing and implementing effective weight management and health solutions to all clients with weekly consultations leading to an average weight loss of 10 pounds per month per client and exceeding monthly goals by 125% monthly. Entering and managing client data using Oracle Sonic database while following HIPAA Guidelines

•Participated in design of call monitoring formats and quality standards. •Performed call monitoring and provided trend data to site management team. •Used quality monitoring data management system to compile and track performance at team and individual level. •Performed monitors of customer care email responses. •Participated in customer and client listening programs to identify customer needs and expectations. •Provided actionable data to various internal support groups as needed. •Coordinated and facilitated call calibration sessions for call center staff. •Provided feedback to call center team leaders and managers.•Prepared and analyzed internal and external quality reports for management staff review.

•Scheduled, managed, and oversaw set-up for special events such as private parties and performances with technical equipment, food and beverage while partnering with our Food, Beverage and Entertainment departments for approvals•Coordinating the delivery, boarding, storage and movement of instruments and large equipment for performers and student performance groups.•Worked with Marine Safety and Compliance, Ship’s Staff Captain and Ship’s Captain to prepare risk assessments for equipment and instruments so that their storage onboard does not pose occupational, safety or health hazards for crew or guests onboard•Worked with small businesses, organizations, schools to schedule and coordinate venues, technical needs and food and beverage for meetings, seminars, and continuing education courses•Worked with partner freight companies, port authorities and US Customs and Border Protection to ensure instruments and equipment meet their standards for delivery, loading and unloading.•Worked closely with our Weddings, Casino and Sales departments to ensure that they have venues and accommodations for their private events onboard

• Identified solutions, provided insight and supported up to an average of 50-100 calls per day using Carnival based solutions.• Provided technical support and guidance related to customer’s visibility needs• Participated in training designed to better understand product functionality• Utilized Company’s systems to configure visibility requirements of each customer• Managed creation, maintenance, and troubleshooting of individual and group bookings• Managed customer profile and booking activities for sales and service departments including:- Instruction on proper completion of the document per customer needs- Escalation and resolution of issues raised by the local and Service Center teams• Configured Carnival.com Login to support defined customer requirements• Assisted in troubleshooting process with customer / sales and operations.• Provided instruction to sales / operations in usage of specific Carnival system applications

•Contacted guests prior to arrival for introduction to establish rapport, pre-book appointments and create and updates guests’ itineraries.•Met guests at check in and conducted property tours.•Maintained documentation and administrative records associated with the Guest Engagement Process.•Interacted with guests during their stay to monitor progress, participation, and satisfaction with the itinerary and program that was created for them •Conducted wrap-up sessions with guests prior to departure to evaluate the guest’s stay, provided reinforcement for a healthy lifestyle away from the Ranch, introduced them to “at home” tools, and scheduled post departure personal contact appointment.•Worked collaboratively with other team members, including the Nursing staff, to support the Guest Engagement Process.•Developed and maintains an in-depth knowledge and understanding of guest management software and Tools