Background

I am an organized and highly motivated leading customer service representative, and a resourceful problem-solver with over 9 years of experience in creatively managing customer service files, training team members, and developing corporate verbiage. I am a creative, effective, and dependable communicator with the ability to work well in a team environment and provide team leadership. I especially enjoy challenging assignments, special projects, and presentations.

Job experience

• January 2018 - July 2020
  Customer Relations Telephone Specialist
  Princess Cruises
  

  Santa Clarita, CA, USA

  Customer Relations Telephone Specialist
  • Primarily via outbound phone calls, resolved issues presented by guests after their cruises. Used independent judgement and trusted job knowledge to consistently satisfy our guests.
  • Provided support to other specialists with high file counts to ensure team metrics were achieved each month, and consistently exceeded department requirements by 20%.
  • Provided real-time solutions for our onboard staff dealing with escalated guest complaints.
  • Provided training and ongoing guidance to new team members.
  • Assisted management in the resolution of sensitive and escalated issues.
  Key Achievements in this role:
  • I consistently satisfied guest concerns, closing 120% of the required number of files.
  • I reduced overall department rebuttal rates from approximately 9% to less than 4%, with a personal rebuttal percentage of approximately 1%.
  • I served on a team that consolidated our corporate CRM software.
  • After receiving news of layoffs, remotely trained 100% of our team on new refund auditing processes, preparing our team for the transition to a smaller staff.
  

• January 2007 - January 2018
  Customer Relations Writer Specialist
  Princess Cruises
  

  Santa Clarita, CA, USA

  Customer Relations Writer Specialist
  • Primarily via email and letter correspondence, resolved concerns for guests, focusing on our international market and highly escalated guest issues.
  • Created corporate verbiage, used by both our management and members of the department.
  • Reviewed and edited communications from our department to ensure proper tone and delivery.
  Key achievements in this role:
  • Increased customer satisfaction (an estimated 75% in some areas) and decreased corporate response time by over 40%.
  • Forged strong relationships with both new and established international partners through trust and collaboration.
  • Resolved 100% of all case files for international offices.
  

• March 2006 - January 2007
  Telephone Sales Representative
  Princess Cruises
  

  Santa Clarita, CA, USA

  Telephone Sales Representative
  • Responsible for handling inbound calls for a high-volume reservation line.
  • Used proprietary software to arrange for bookings and address guest inquiries.
  • Responsible for understanding various itineraries, global vacation spots and rules and regulations for hotel and transportation services.
  • Continually met or exceeded monthly call metrics.
  Key achievements in this role:
  • Progressed through positions of increasing responsibility in sales, receiving bonuses for making sales on up to 30% of calls.
  

Education

• Cal Poly San Luis Obispo
  Bachelor of Science
  

  2001 - 2009

  Bachelor of Science degree in Animal Science conferred in 2009