Samuel Leal Email and Phone Number

• Handle escalated technical issues from first-line support, resolving complex or unresolved problems• Perform advanced troubleshooting using diagnostic tools, scripts, logs, and configuration analysis• Collaborate with engineering and product teams to resolve deeper technical issues and ensure customer satisfaction• Document solutions and contribute to knowledge bases for improved efficiency and issue prevention

• Respond to customer inquiries promptly and effectively via email, phone, and live chat, delivering clear and comprehensive solutions to enhance overall customer satisfaction• Resolve a wide range of general support tickets independently, escalating complex issues to second line support with detailed documentation to ensure swift and accurate resolution• Consistently meet and exceed key performance indicators, including low response times, minimal ticket backlog, and high customer satisfaction, through process optimization and proactive issue management• Collect and communicate relevant customer feedback and issues within the support team, utilizing appropriate escalation channels to drive service improvements and ensure a collaborative support environment

• Provide valuable feedback for optimizing embarkation and disembarkation processes, contributing to continuous improvement initiatives within the pier operations team• Assist roughly 500+ passengers per day with reservations, additional accommodations, and boarding, ensuring seamless transitions between shore and ship for an enhanced guest experience• Meet and exceed key performance indicators (KPIs) including low response time, minimal backlog, and consistently high customer satisfaction ratings, contributing to a positive guest experience• Resolve general passenger inquiries and issues efficiently, escalating complex cases to the appropriate level within the support team, in line with Royal Caribbean Group's emphasis on effective issue resolution

• Led weekly staff meetings for a team of 19 staff members, fostering communication and collaboration among team members• Organized and oversaw the creation of schedules for 19 building staff members, ensuring efficient allocation of resources and coverage• Enforced department policies consistently, contributing to a safe and compliant work environment while overseeing the adherence of staff members• Conducted informational sessions for potential applicants and new hires during each hiring cycle, providing comprehensive guidance and support to facilitate successful onboarding

• Coordinated and scheduled swim lessons for varying age groups, communicating with children from ages 6+ and parents.• Supervised patrons and carefully enforce swimming facility policies and guidelines to ensure swimmer safety.• Conducted daily checks on swimming areas and equipment to maintain safety and good condition.• Facilitated in clerical duties when required in various times during day and regulate flow of visitors.

• Directed patrons and carefully imposed swimming facility policies and guidelines to maintain swimmer safety. • Cultivated a safe and fun swimming environment, managed birthday parties for children of various ages.• Performed custodial duties during various hours of day, preserved pool hygiene to code.• Tested and maintained safe chemical levels to assure patrons a good experience.