ALEJANDRO PEREZ

• Manage operational support for the NextCruise onboard booking process by auditing reservations based on reported escalations, correcting issues, and collaborating with the onboard team to facilitate coaching, ensuring accuracy, and supporting revenue goals.
• Resolve and manage an average of 150 – 180 monthly inbox requests, including escalations and refunds, coordinating internally to support guests and agents, strengthening NextCruise credibility and operational trust.
• Evaluated the Traveling Cruise Sales Managers’ schedules for approval, to increase personal development onboard and reduce travel costs by optimizing time between ships, earning leadership praise.
• Created itinerary flyers for new deployments, maintaining accuracy with redeployment updates and syncing with the NextCruise microsite to motivate guests to book future cruises with NextCruise.
• Created a process for internal partners to request ship tours and Seminars at Sea, promoting NextCruise to the Trade to support a future dashboard for tracking and forecasting sales opportunities.

• Led the adoption of software as the company’s firs advocate, creating partnerships with public and private-sector clients to extend program reach.
• Launched and nurtured 50+ accounts, establishing a robust foundation for the Community Connect Safety Program.
• Resolved escalations during outreach and onboarding, delivering seamless client experiences to drive program success.
• Spearheaded multi-channel marketing initiatives, trade shows, community events, and generating leads and engagement.
• Launched Salesforce CRM for the Community Connect Advocate role, streamlining account and order data to enhance operational efficiency.

• Led the Flights by Celebrity program's website strategy, road-mapping and launching features that elevated customer experience and site conversion rates.
• Collaborated with IT to develop custom tools and trackers, streamlining booking funnel efficiency through Agile project management.
• Spearheaded automation of data processes, boosting accuracy and productivity across industry-wide sales operations.
• Partnered with call centers to gather feedback on website usability, flow, and rates, refining features to enhance user satisfaction and sales performance.

• Evolved from Inbound Sales Coach to spearhead the company’s first Webchat/Engagement Team, generating $11M in new revenue by upselling onboard options, flights, and stateroom upgrades while supporting guests in the booking funnel.
• Designed Web Chat role structure, KPIs, compensation, metrics, and SOPs with HR business partners, establishing a high-performing webchat operation to boost revenue and guest satisfaction.
• Developed chat scripts, optimized SMS strategies, and collaborated with the social media team on Facebook-exclusive promotions, enhancing brand-specific sales initiatives.
• Created an outbound callback process for online guests, leveraging web chat insights to drive immediate sales conversions, and sustain engagement.
• Led department-wide interviewing and hiring, achieving a 9% attrition rate over one year while cultivating a top-tier team.

• Generated $700,000 in revenue in nine months through exceptional structured settlement sales, securing nine new accounts with trusted client relationships.
• Mastered client escalations in a high-stakes environment, ensuring satisfaction and retention across new and existing accounts.
• Optimized client communications and CRM workflows, driving efficiency in a fast-paced sales operation.

Inbound Sales Agent

• Excelled as a top-performing Inbound Sales Agent, consistently exceeding revenue and QA targets through consultative sales and negotiation to secure bookings and upgrades.
• Maximized productivity with strong call control and proactive guest engagement, identifying needs and driving sales opportunities.

Operations Specialist

• Promoted to Operations Specialist, revamping call center scheduling, KPIs, and training processes—authoring a comprehensive operations manual and implementing shift/vacation bids to enhance efficiency.
• Led escalation management and one-on-one coaching, resolving operational inquiries to support forecasting, process improvements, and team development.