Alec Oliva
Homestead
Summary
Motivated professional pursuing a Business Analyst role where I can leverage my communication skills, attention to detail, and ability to interpret data to support projects, streamline workflows, and improve overall performance.
Overview
13
13
years of professional experience
Work History
Training and Development Specialist
Norwegian Cruise Line
09.2023 - Current
- Spearheaded the building of an entirely new training program in collaboration with management, which has resulted in 95% retention rate for Oceania Cruises Consumer Sales.
- Enhanced proficiency in Microsoft Excel, including the use of complex formulas and macros to streamline training processes and reporting.
- Led and facilitated training sessions for groups of up to 30 new hires across multiple departments, customizing teaching styles to accommodate different learning preferences and ensure effective knowledge transfer.
- Proficiency in visualization applications such as Canvas, in order to create presentations that helped the facilitation of the NCLH products.
- Developed and created comprehensive training curriculums for all three NCLH brands, leveraging Microsoft OneNote to build structured, engaging content that catered to diverse learning styles.
- Collaborated with teams in guest services and outbound sales to develop targeted content, ensuring alignment with company goals and improving operational efficiency.
Quality Assurance Representative
Norwegian Cruise Line
10.2019 - 09.2023
- Manage multiple projects focused on maintaining and enhancing quality customer service, ensuring alignment with company goals and customer satisfaction standards.
- Train and coach incoming classes of new hires, clearly communicating sales and service expectations while fostering a culture of excellence.
- Develop and implement strategies to apply procedures that facilitate growth opportunities, helping team members improve performance and contribute to continuous service improvements.
Customer Service, Support Services and Vacation Planner
Norwegian Cruise Line
01.2013 - 09.2019
- Assisted guests with resolving issues related to their cruise reservations, providing exceptional service, and ensuring a seamless experience.
- Demonstrated the ability to work under pressure, managing high call volumes and maintaining composure in challenging situations.
- Handled customer complaints with tact and diplomacy, defusing potential conflicts and turning negative experiences into positive outcomes.
- Gained deep insights into customer preferences and needs, enhancing the ability to anticipate and meet guest expectations.
Education
Bachelor of Science - Finance, Accounting
University of West Florida
Online12-2027
Bachelor’s degree - Recreation and Sports Management
Florida International University
Miami, FL12.2016
Skills
- Cross-functional collaboration
- Microsoft Excel
- Content Creation
- Data visualization
- System onboarding
- Training and facilitation
- Effective communication
- Driven and motivated
- Computer literacy
- Attention to detail
- Research and analysis
- Critical thinking
- Problem solving
- Quick learner
- Bilingual (Spanish and English)
References
References available upon request.
Timeline
Training and Development Specialist
Norwegian Cruise Line
09.2023 - Current
Quality Assurance Representative
Norwegian Cruise Line
10.2019 - 09.2023
Customer Service, Support Services and Vacation Planner
Norwegian Cruise Line
01.2013 - 09.2019
Bachelor of Science - Finance, Accounting
University of West Florida
Bachelor’s degree - Recreation and Sports Management
Florida International University