Sheri (Sheryl) Madrid Email & Phone Number

Providing daily technical support to our customers across all Frontstream products, always ensuring I am providing the best customer service. I have respect for every customer and a genuine desire to help each customer succeed in effectively utilizing our products!

Santa Clarita, California, United States

· Provided daily support, development, and training, via phone and email, to team of shipboard Sales Consultants and Loyalty Hosts on policies, procedures, and systems’ use· Liaised with various internal departments including I.T., Marketing, Supply Chain, and staffing, as well as external vendors· Created and maintained training materials and policies and procedures related to the loyalty and future cruise sales programs· Ensured all materials were onboard our ships when needed· Reviewed and tracked costs, spending, and inventory of loyalty supplies to make sure they fell within budget· Onboarded newly hired shipboard Sales Consultants and Loyalty Hosts· Conducted user acceptance testing for system fixes and enhancements. Main point of contact with I.T. regarding the loyalty aspects of the Siebel CRM· Reviewed inventory of loyalty collateral, supplies, and sales brochures; Regularly worked with Supply Chain to ensure there were always sufficient supplies in the warehouse, to place orders when necessary, and followed up when there were issues with inventory· Consulted with internal design team, internal Supply Chain contact, production team, and outside vendors regarding design and production of new collateral and supplies

Santa Clarita, California, United States

· Maintained integrity of the loyalty program by providing daily support on policies, procedures, and system issues, via phone and email, for shipboard Loyalty Hosts · Developed and maintained working relationships with onboard management and management in the U.S., United Kingdom. and Australia offices on issues related to the loyalty program· Assisted shoreside and shipboard staff in troubleshooting escalated problems regarding the loyalty program· Liaised with various internal departments, including I.T., Marketing, Supply Chain, Staffing, and external vendors to ensure the smooth running of the loyalty program· Regularly reviewed onboard costs related to the loyalty program and addressed areas where policies and procedures were not followed

Santa Clarita, California, United States

· Improved overall user experience for all users of our reservations system through support, training, troubleshooting, improvements, and communication of system changes· Tested enhancements and fixes to our in-house reservations system and our online reservations systems· Created I.T. service tickets to report issues to be fixed, as well as requesting system improvements· Liaised with I.T. to get issues resolved

Santa Clarita, California, United States

· Classroom training of newly hired Reservations Agents with focus on the reservations system· Developed and updated training materials· Developed and led training for various departments on Siebel CRM upgrade· Monitored employee progress and provided feedback to management· Conducted Ergonomics training for new hires