• Coordinate with all departments to maximize overall effectiveness and efficiency of the daily operations;• Ensure a high level of customer service and professionalism is provided and maintained through telephone and different means of communication;• Improve Cruise call center performance by ensuring proper coaching through calls listening• Increase sales by providing the staff with proper tools and sales techniques• Aim towards first call resolution• Delivered… Show more • Coordinate with all departments to maximize overall effectiveness and efficiency of the daily operations;• Ensure a high level of customer service and professionalism is provided and maintained through telephone and different means of communication;• Improve Cruise call center performance by ensuring proper coaching through calls listening• Increase sales by providing the staff with proper tools and sales techniques• Aim towards first call resolution• Delivered constructive call process feedback.• Evaluated employee job performance and motivated staff to improve productivity.• Streamlined operational efficiencies by accurately conducting new hire interviews and assisting management with employment decisions.• Develop, supervise, encourage and motivate an effective reservations team to ensure that productivity standards are met Show less

• Increase customer satisfaction by ensuring that a high level of customer service and professionalism is provided by training session;• Maintain procedures, policies and product training materials and ensure their accuracy and updates for all departments. (Groups, Support & Reservation)• Determine training needs• Provide guidance and assistance to Cruise reservation staff as well as customers, in order to timely and accurately resolve issues and problems;• Coordinate training… Show more • Increase customer satisfaction by ensuring that a high level of customer service and professionalism is provided by training session;• Maintain procedures, policies and product training materials and ensure their accuracy and updates for all departments. (Groups, Support & Reservation)• Determine training needs• Provide guidance and assistance to Cruise reservation staff as well as customers, in order to timely and accurately resolve issues and problems;• Coordinate training session with Supplier. Show less

• Assisting Travel Agent and consumers on situation and problems pre-travel and at destinations as well as claims (post voyage travel)• Demonstrated ability to work with multiple suppliers (AC and destinations) to resolve a claim• problem solving

• Sales and Customer service agent for Cruise destinations- Feb 2002- Mar 2003• Team leader (assisting cruise reservation agents) Mar 2003- Jan 2005

• Sales and Customer service agent for SUN destinations