MY CURRENT RESPONSIBILITIES• Responsible for the professional development of Sales, Online and Customer Service departments (100+ cyber "at home" agents)• Design and deliver training sessions on company products, business practices, and other topics as needed. (GDS related training for Sabre Cruise Director, and Amadeus)• Monitor and report on the effectiveness of current training programs.• Conduct analysis to determine effectiveness of my training program, provides suggestions to Senior Management on improvements on training programs and implement any changes needed to streamline training.• Serve as the Corporate Trainer for the company as a whole (company has approximately 100 at home “cyber” agents and 60 in-house agents)• Train new hires on all aspects of their position for which they applied, including products, services, tools and systems used.• Ensures environment/resources are suitable to allow for maximum success of the program.• Administer tests and provides written feedback and analysis to the Human Resource Department. Successful passing rate is necessary in order to complete training.• Maintain a high personal skill level of service taught so that the incumbent's judgment is founded on current job knowledge.• Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards• Responsible for all agent incentive programs by being a liaison with the Business Development Managers for all cruise lines as well as preferred vendors and create contests in order to incentivize agents on a monthly basis.• Run weekly reports and advise all agents of their rank for any contests that are running.• Host agent and consumer webinars to keep clients as well as employees up to date with all of our vendors,on the market.I am proficient in all Microsoft products,tech saavy, I am an advanced user in all social media platforms as well as GoToMeeting & many other e-learning environments.

I will describe what I do for all my social media contracts/clients as they are fairly similar:• I develop a unique, individually tailored social media strategy for each of my clients, using an understanding of their goals for being on social media, target demographics and brand identity.• On Facebook I enter status updates, including photos and links. I ensure that their Business Page has a continued number of "fans". I help companies create their pages, • On Twitter, I create and manage accounts for my clients, including developing and posting content, and following and interacting with other accounts, especially "influencers" and "thought leaders" in the client's field. I also track and respond to mentions of the client's name and relevant keywords. Twitter has its own advertising as well, which I manage on behalf of my clients to promote their accounts. • Because a Google+ presence has such a great SEO benefit, I use Google+ to share similar content to Facebook and interact with other accounts by "circling" them and interacting with their content.• If the client has video content to share, I create a YouTube account for them and use it to post videos, respond to comments, and interact with other YouTube accounts.• Pinterest is an excellent way to share clients' images and curate image collections, especially for clients with a visually compelling or physical product for sale.• I help clients set up a LinkedIn listing for their businesses, and in some cases manage their personal LinkedIn accounts, posting information relevant to their industry and helping them manage their network of connections.• In addition to managing the most popular social media accounts on my clients' behalf, I also closely monitor trends in the industry to determine if new social media products might be right for them.• I use a variety of analytic tools to track the progress of the work I'm doing and use those insights to refine my social media strategy.

*Ran scripts for user acceptance testing, in UAT & Certification environments. *Assured that the Quality Assurance agents turned in all test scripts in a timely manner.*Was the liaison between the Data Warehouse and E-commerce Team to make sure our deadlines were being met.*Trained other agents in Sabre Cruise Director, Apollo, Leisure Shopper, Amadeus and various other GDS systems. *Coordinated overnight deployments as well as represented as a Business Analyst during daily functionality meetings. *Created Hyperion reports as well as ClearQuest reports to ensure that all departments were aware of all open cases in "High" or "Critical" status that may have hindered new changes to go live into production.

*Negotiated shore excursion pricing and contracts as well as insurance requirements to continue business ties with Carnival's third party vendors. *Served as a liaison and was responsible for shore excursion offers to be uploaded onto the Carnival.com website. *Handled: Eastern and Western Caribbean, South America, Europe and Hawaii. *Also visited the ports and made sure that all shore tours were up to par as per Carnival Cruise line standards.