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Skills

  • Process optimization
  • Project organization
  • Program equipment
  • Exceptional organizational abilities
  • Financial reporting and compliance
  • Multi-currency Transaction Handling
  • Change order processing
  • Passenger documentation verification
  • Cash reporting
  • Customer service

Work Experiences

  • Complied with international maritime regulations.
  • Avoided costly fines during inspections.
  • Assisted in monthly budget reconciliation.
  • Assisted in managing the lost and found department.
  • Answered 9 calls per 6 months to help customers with their questions and concerns.
  • Collaborated with other departments to monitor and manage VIP guest services, increasing retention of top-tier passengers by 55% annually.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Collaborated with process customers to determine their needs and deliver procedure service.
  • Achieved highest guest satisfaction score during program.
  • Consolidated onboard revenue streams.

Summaries

  • Customer-centric Junior Assistant Purser.
  • Accomplished Junior Assistant Purser highly skilled in managing logistics for large groups, ensuring timely and efficient passenger transitions through customs with 62% reduction in bottlenecks.
  • Achieved a 31% first-interaction success rate.
  • Created a quality control system for guest billings.
  • Customer-centric Junior Assistant Purser with expertise in handling large cash transactions, ensuring seamless and error-free service delivery for an average of 6 guests daily.
  • Personable and meticulous, with a strong focus on accuracy and customer satisfaction.
  • Achieved results over a three years span.
  • Reliable financial professional with 15 years of experience handling complex transactions in high-pressure environments.
  • Coordinated streamlined processes.
  • Customer-focused Junior Assistant Purser.

Accomplishments

  • Facilitated 15 staff members through comprehensive customer service training, increasing team efficiency and onboard sales by 64%.
  • Worked closely with marketing during out-of-port customs inspections to ensure regulatory compliance, achieving a 100% pass rate.
  • Optimized the end-of-cruise financial reconciliation process, cutting the time required to reconcile accounts by 33% using Workday.
  • Directed custom clearance operations, utilizing Scrum Master to accelerate guest processing time, resulting in a 56% improvement on international sailings.
  • Improved staff adherence to international maritime compliance programs, increasing inspection pass rates by 76% in 2015.
  • Led successful resolution of 2 emergency situations onboard, ensuring passenger safety and minimizing disruption by quickly coordinating with relevant departments.
  • Organized ongoing engagement programs for guests, contributing to increases in shore excursion sales by 83% over one year.
  • Facilitated passenger onboarding on high-demand voyages, actively reducing boarding discrepancies through meticulous document verification.
  • Managed booking logistics for 9 excursions, raising participation by 31% via improved promotion and reservation systems.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • International Association of Event and Meeting Planners
  • American Marketing Association
  • Society of Marine Engineers and Naval Architects (SMENA)
  • American Society of Travel Advisors (ASTA)
  • International Association of Administrative Professionals
  • Professional Association of Ship Steward Professionals
  • National Association of Social Workers
  • University Hospitality Education Network Partner Program
  • Certified Guest Service Professional (CGSP) - American Hotel & Lodging Educational Institute
  • International Coastal and Marine Tourism Society

Certifications

  • Certified Public Accountant
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Hospitality Revenue Manager (CHRM) - American Hotel & Lodging Educational Institute
  • Certified Ship’s Purser Professional (CSPP) - metric
  • Cisco Certified Network Associate (CCNA)
  • Event Design Specialist Certificate - system
  • Intermediate Diploma in Accountancy for Cruise Ships - standard
  • Customs Brokerage Certification - initiative
  • Certified Guest Service Professional (CGSP) - American Hotel & Lodging Educational Institute
  • Certified Tourism Ambassador (CTA) - Tourism Ambassador Institute

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