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Skills

  • Booking system proficiency program
  • Group rate negotiation with cruise lines
  • Customer complaint resolution
  • Problem resolution
  • In-depth knowledge of cruise ports and destinations
  • Client portfolio management
  • Custom eco-tourism package design
  • First Aid/CPR
  • Itineraries
  • Event planning logistics for onboard events

Work Experiences

  • Solved method issues, improved operations, and provided excellent customer service.
  • Collaborated with internal teams.
  • Achieved 46% satisfaction ratings.
  • Spoke with people traveling to high-risk areas like Seattle and Raleigh about security concerns and protocols.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Balanced multiple client bookings simultaneously.
  • Asked open-ended questions to better understand client needs and determine the best international travel offerings.
  • Looked for industry trends on social media and through online sources.
  • Coordinated across departments.
  • Collaborated with shore excursion vendors to secure enriched experience packages, improving upsell closure rate by 83% over several months.

Summaries

  • Adept at collaborating with shore excursion vendors to create memorable experiences that led to a 54% increase in upsell closures.
  • Sharp and energetic Travel Agent who excels at troubleshooting and quickly resolving customer service issues.
  • Costs were consistently reduced while profits were increased.
  • Award-winning Cruise Specialist passionate about designing eco-tourism cruises, resulting in 70% growth in sustainable travel clientele.
  • Proven track record of creating profitable travel programs and growing clientele.
  • Conceptualized themed cruise experiences.
  • Consistently exceeded revenue targets by 36%.
  • Contributed to 77% revenue growth.
  • A true go-getter with exceptional interpersonal skills.
  • Cruise Specialist is a multi-talented Cruise Specialist who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Led inter-department collaborations that ensured smooth resolution of client disputes, decreasing escalated complaints by 68%.
  • Collaborated with port agents and local tourism bureaus to create enhanced shore excursion packages, driving an additional 24% in revenue.
  • Optimized travel itineraries tailored to diverse needs of multi-generational families, contributing to a 44% reduction in customer complaints.
  • Consistently enhanced client’s travel experience by being fluent in program, elevating professional communication across international borders.
  • Streamlined booking processes through Microsoft Excel integration, reducing client booking time by 82% hours.
  • Recognized with Top Performer for achieving highest year-over-year revenue growth in cruise sales, reaching $4 in 2024.
  • Spearheaded the integration of new digital travel tools that improved team productivity by reducing administrative booking tasks by 74%.
  • Served as the central point of contact for guest inquiries regarding cruise regulations and travel documentation, reducing ticketing errors by 33%.
  • Built lasting relationships with clients and partners alike, maintaining a high satisfaction rate of 62% with ongoing travel needs.
  • Increased VIP client retention rates by 67% through personalized exemplary service and annual membership offers.

Affiliations

  • Participation in industry webinars hosted by Cruise Lines International Association (CLIA)
  • Networking Member of International Luxury Travel Market (ILTM)
  • International Council of Nurses
  • American Medical Informatics Association
  • Travel Industry Mentor Experience (TIME) Program Participant
  • Travel Insurance Accreditation from International Association of Insurance Professionals
  • Certificate in Cruise Management from CLIA (Cruise Lines International Association)
  • Jaycees
  • Member of the International Association of Travel Agents Network (IATAN)
  • Member of Cruise Lines Advisory Board (2016–2015)

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Customer Experience Professional (CCXP) – Customer Experience Professionals Association (CXPA)
  • Certified Meeting Planner (CMP) - Events Industry Council
  • Certified Incentive Travel Coordinator (CITC) - initiative
  • Luxury Cruise Specialist Certification - process
  • Google Certified Professional Cloud Architect
  • Master Cruise Counselor (MCC) – Cruise Lines International Association (CLIA)
  • Crisis Communication Specialist Certification - procedure
  • Hospitality & Hotel Management Diploma - Summit Group
  • First Aid/CPR Certified - procedure

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