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Skills

  • Problem resolution
  • Staff performance evaluation
  • Strategic planning
  • Creative merchandising
  • Crowd management
  • Business Administration
  • Business Planning
  • Regulatory compliance
  • VIP guest relations
  • Sales and marketing

Work Experiences

  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • Adjudicated talent recruitment procedures.
  • Created budgets and prepared quotes for new products and services.
  • Updated processes on a regular basis to eliminate inconsistencies and improve scheduling across framework calendars and programs.
  • Achieved Outstanding Service Award for Best Cruise Programming.
  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.
  • Achieved a 46% increase in guest satisfaction ratings.
  • Presided over weekly meetings with executive leadership to identify areas for improvement, set milestones, and customize products for specific markets.
  • Taught Cruise Directors and Cruise Directors effective customer service techniques, resulting in a 7% increase in client satisfaction.
  • Analyzed customer feedback trends to inform future programming decisions, helping maintain an overall satisfaction score of 78%.

Summaries

  • Demonstrated ability to develop and manage exceptional teams in order to meet and exceed challenging goals.
  • Customer-focused professional with 3 years of experience in the Miscellaneous sector.
  • Offering a can-do attitude and a track record of success in coordinating and monitoring operations across multiple departments.
  • Bringing 12 years of industry experience to Summit Group, and ready to take on a challenging, growth-oriented role.
  • Accomplished Cruise Director skilled in leveraging CRM insights to inform entertainment programming, raising satisfaction scores by 26% points across multiple cruise lines.
  • Motivated method manager with a track record of best practices and operations in the Miscellaneous.
  • Forward-thinking manager with 3 years of manufacturing project management experience.
  • Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.
  • Expertise in technology and product development.
  • Leader with an organized nature and an analytical problem-solving approach who is goal-oriented and enterprising.

Accomplishments

  • Created and launched a mobile app-based guest engagement initiative that increased app conversion by 77%, enhancing user experience during voyages.
  • Developed and executed partnership strategies with Lakeside Partners that resulted in a $17 boost to entertainment budget for onboard events.
  • Implemented social media engagement strategies that resulted in a 81% increase in guest interaction both pre-cruise and during their voyages.
  • Increased guest engagement levels by implementing onboard app messaging features, contributing to a 75% increase in overall service satisfaction.
  • Cultivated a network of talent agents to streamline entertainment booking processes, reducing the average lead time for contracting acts by 5 days.
  • Optimized event scheduling software to reduce scheduling conflicts by 66%, ensuring smooth program flow and enhanced guest experiences.
  • Collaborated with team of 14 in the development of initiative.
  • Fostered partnerships with high-end vendors to introduce exclusive VIP guest experiences, resulting in a 56% increase in high-tier cabin bookings.
  • Developed cross-departmental integration strategies to enhance the delivery of all-inclusive guest experiences, resulting in higher satisfaction across 16 cruises.
  • Guided the development and roll-out of new entertainment formats, generating positive guest feedback and increasing participation by 67%.

Affiliations

  • National Association of Event Planners (NAEP)
  • Royal Institute of Navigation (RIN)
  • Project Management Institute (PMI)
  • Event Planners Association (EPA)
  • International Live Events Association (ILEA)
  • National Association for Catering and Events (NACE)
  • International Council of Air Shows (ICAS)
  • Safety Management Systems Association (SMSA)
  • Association for Quality Assurance Professionals (AQAP)
  • Meeting Professionals International (MPI)

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Risk Management for Hospitality Professionals (RMHP) - category
  • Leadership Training for Hospitality Professionals - Meridian
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Security+
  • Apple Certified Associate (ACA)
  • Certified Cruise Industry Executive (CCIE) – CLIA
  • Passenger Experience Excellence Certification - Vantage
  • Certified Corporate Travel Executive (CCTE) – metric
  • Certified Public Accountant (CPA)

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