ALEXIS LEE
Carnival Cruise Line
KATY,TX
9
years of professional experience
Detail-oriented Customer Service and Operations Professional with 8+ years of experience in high-volume environments. Delivered exceptional support through conflict resolution, coaching, and identifying service trends to enhance team performance. Coordinated across departments and adapted to multiple systems while managing competing priorities. Aiming to transition into a Security Dispatch or GSOC role to utilize frontline experience and de-escalation skills for improved operational safety and efficiency.
Work History
Executive Resolutions
2 Years- Manage complex and escalated customer situations requiring sound judgment, professionalism, and timely resolution.
- De-escalate upset customers by maintaining composure, actively listening, identifying the underlying issue, and determining appropriate next steps.
- Provide guidance and real-time support to frontline agents and Business Development Managers handling complex situations.
- Research and gather information from multiple resources to identify accurate solutions.
- Coordinate with multiple internal departments to resolve issues efficiently and ensure appropriate follow-through.
- Apply established policies, procedures, and available resources when determining appropriate resolutions.
- Adapt quickly between multiple systems and information sources while managing competing priorities.
Resolutions
2 Years 3 Months- Mentored RDP and new hires, helping employees develop effective communication and problem-solving skills.
- Supported frontline agents in resolving difficult and escalated customer situations, ensuring satisfactory outcomes.
- Assisted frontline agents with difficult and escalated customer situations.
- Guided agents in delivering quality service while upholding company standards.
- Demonstrated strong judgment and attention to detail when researching information and resolving complex issues.
Manager
6 Months- Acted as the primary point of contact for multiple vendors and coordinated issues affecting daily operations and customer service.
- Resolved customer concerns, disputes, operational issues, quotas, payroll matters, and delivery vehicle maintenance to ensure smooth operations.
- Prioritized multiple operational issues while communicating with customers, vendors, and internal teams.
- Identified and coordinated solutions for problems to minimize disruptions in daily operations.
- Ensured timely follow-up and resolution of day-to-day issues to maintain operational continuity.
Training Specialist
10 Months- Coordinated onboarding and training programs for new employees to ensure smooth integration into the organization.
- Facilitated recurrent training sessions on policy and procedure updates to keep employees informed and compliant.
- Clarified operational expectations for employees and reinforced adherence to established procedures to maintain consistency.
- Communicated operational expectations clearly to employees and reinforced compliance with established procedures.
HR Manager
2 Years 7 Months- Managed weekly scheduling for a team of 35+ employees.
- Coordinated weekly scheduling for team of 35+ employees to ensure optimal coverage and service delivery.
- Ensured employee adherence to company policies and service expectations through regular monitoring and feedback.
- Supported day-to-day theater operations while maintaining service and operational standards.
- Managed cash/till balancing and addressed operational discrepancies.
- Managed multiple priorities in fast-paced, customer-facing environment to maintain operational efficiency and customer satisfaction.
Education
- Criminal Justice
Skills
Incident response
Conflict resolution
Critical thinking
Problem Resolution
Issue management
Multi-tasking
Customer support
Documentation skills
Team leadership
Mentorship Development
Quality standards
Attention to detail
Communication
Information confidentiality
Personal Information
Title: EXECUTIVE RESOLUTIONS
Timeline
Executive Resolutions
Carnival Cruise Line
09.2024 - CurrentRead More
Resolutions
Carnival Cruise Line
06.2022 - 09.2024Read More
Manager
FedEx
10.2021 - 04.2022Read More
Training Specialist
iPic Theater
10.2020 - 08.2021Read More
HR Manager
AMC Theater
01.2018 - 08.2020Read More
Houston Community College
from Criminal Justice
Read More