Experienced team lead with a focus on customer support, operational excellence, and team development across the cruise and logistics industries.
Provided tier-1 support, handled escalations, and ensured high customer satisfaction levels.
Led teams, coached staff, and managed performance to achieve operational goals.
Managed financial reconciliation processes, transaction verification, and reporting tasks.
Facilitated communication with stakeholders and collaborated across departments to ensure service quality.
Royal Caribbean Cruises Ltd & Celebrity Cruises
Led team management and coordinated critical operational tasks., Trained and onboarded new team members to ensure smooth integration and performance consistency., Specialized in financial reconciliations, transaction processing, and reporting., Managed escalations and ensured compliance through...
Royal Caribbean Cruises Ltd
Provided live support to agents, ensuring adherence to service levels., Monitored metrics compliance, including response times and customer satisfaction., Analyzed performance, offering coaching and feedback to improve efficiency.
Royal Caribbean Cruises Ltd
Assisted travel agencies with inquiries and operational support., Resolved complex travel-related issues, ensuring high customer satisfaction., Facilitated communication between stakeholders for smooth service processes.
FedEx
Associate of Arts
High School Diploma
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Utilized advanced Excel functions like Pivot Tables and VLOOKUP for reporting and data analysis.
Investigated lost/unallocated packages, coordinating with warehouses and customers., Managed outbound calls and back-office operations for efficient tracking., Ensured customer satisfaction by providing timely updates and solutions.
