Experience

BookVIP.com

• Hospitality
• 1 - 100 Employee

• Account Manager - Cruise Division

  • Dec 2016 - Present



TA Connections

• United States
• Travel Arrangements
• 1 - 100 Employee

• Customer Service Representative

  • Dec 2014 - Present

  Receives inbound inquiries to source hotel, transportation and travel needs of clientsObtain, evaluate, and present to clients services requested in a timely and efficient mannerProfessionally respond to and escalate as necessary customer complaints and service disruptionsContinually update and maintain company database with client transactionsOrganize workflow as necessary to meet customer timeframe requirementsProvides continual feedback on customer service processes and proceduresInteracts with internal departments on customer billing requirementsOther duties as assigned



Going Places Travel

• Virtuoso Travel Advisor

  • Jul 2013 - Oct 2014

  1) Collect payment for transportation and accommodations from customer.2) Converse with customer to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required.3) Compute cost of travel and accommodations, using calculator, computer, carrier tariff books, and hotel rate books, or quote package tour's costs.4) Book transportation and hotel reservations, using computer terminal or telephone.5) Plan, describe, arrange, and sell itinerary tour packages and promotional travel incentives offered by various travel carriers.6) Provide customer with brochures and publications containing travel information, such as local customs, points of interest, or foreign country regulations.



Coastalcar Worldwide

• Customer Experience Agent

  • Jan 2012 - Jul 2013

  Handle all inbound telephone and email inquiries in a friendly and helpful manner.Pre-event and on-site communication with stakeholders related to ground transportation, airport and hotel meet and greets.Booked transportation reservations, using computer terminal or telephone.Determined destination, mode of transportation, travel dates, financial considerations, and accommodations. Handle all inbound telephone and email inquiries in a friendly and helpful manner.Pre-event and on-site communication with stakeholders related to ground transportation, airport and hotel meet and greets.Booked transportation reservations, using computer terminal or telephone.Determined destination, mode of transportation, travel dates, financial considerations, and accommodations.



Prestige Cruise Holdings, Inc.

• United States
• Leisure, Travel & Tourism
• 1 - 100 Employee

• Cruise Account Executive

  • May 2012 - Jan 2013

  develop and maintain professional relations with a diverse, well-traveled, customer who typically is a professional, business owner, or successfully-retired executive and his/her family and friends or travel agent. develop and maintain professional relations with a diverse, well-traveled, customer who typically is a professional, business owner, or successfully-retired executive and his/her family and friends or travel agent.



Royal Caribbean Group

• United States
• Travel Arrangements
• 700 & Above Employee

• Vacation planner

  • 2004 - Nov 2011

  • Worked independently from home as Part of a team.• Received Top honors relative to Customer service and business acquired.• Responsible for utilizing sales techniques to close business and continue to service the direct guests, as well as, managing their expectations through the entire process up until the time the guest sails. • Responsible for Meeting weekly Revenue Goals Meeting daily Metric Goals Utilizing Gold and Xcel standards on each call.• Experienced in building relationships and discovering what motivates the guest to buy.• Identified and made recommendations using clear and precise communication with the guests about all details of their vacation.• Displayed the highest degree of personal integrity, responsible for personal growth Adherence to Schedule and CVP Objectives and Goals.



Precision Response Corporation

• Sales Manager

  • Apr 2004 - Nov 2004

  • Direct call center operations as a liaison between clients, supervisors, and call center employees.• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.• Develop sales techniques of each customer service representative to drive revenue growth .• Coordinate the interviewing, hiring and training of over 150 customer service representatives. • Monitor interaction between staff and callers to ensure quality assurance standards.• Review call center statistics to measure staff performance and the need for improvement



PCF

• United States
• Transportation, Logistics, Supply Chain and Storage
• 300 - 400 Employee

• CRM Manager

  • Dec 2001 - Mar 2004

  • Motivated and supervised an outbound CRM call center staff of 50. • Managed the customer relationship by providing service and support and ensuring 100% total customer satisfaction. • Monitored team and individual performance against sales goals. • Motivated the team, recruited, interviewed, hired and train perspective employees. • Improved results and enforced productivity standards. • Responsible for tracking and meeting call productivity metrics and timeframes. • Developed and coached staff to meet service and sales objectives.• Maintained high levels of morale, energy and motivation. • Conduct performance reviews, coach and counsel associates. • Managed, tracked and monitored all Call Center goals and prepared reports to improve the management and oversight of call center. • Monitored the outcomes of daily calls; perform forecasting and analysis of call trends.



King TeleServices LLC

• United States
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Team Leader

  • Jan 2001 - Dec 2003