ALI AL-KHAFAJI
Richmond,TX
Summary
Motivated Customer Service Agent with a solid background in client relations and problem resolution, currently studying Management Information Systems at the University of Houston. Known for effective communication and a strong work ethic, with a commitment to expanding IT knowledge through coursework in database management and systems analysis. Seeking an IT role to build on experience and skills, apply a growing technical foundation, and support team objectives with a fresh, adaptable approach.
Overview
2
2
years of professional experience
Work History
Shore Excursions Representative
Norwegian Cruise Line
11.2023 - Current
- Company Overview: Cruise line company offering various cruise experiences and shore excursions
- Provided outstanding customer service and support to clients, resolving inquiries efficiently and effectively
- Engage in an active sales process with guests who initiate contact with NCL regarding shore excursions and other onboard revenue products
- Successfully managed multiple projects simultaneously while maintaining high standards of performance
- Developed relationships with customers by providing prompt responses to requests and inquiries
- Identified customer needs and presented solutions to maximize satisfaction and loyalty
- Promotes, sells & guides the Behind the Scenes Tours
- Promotes all excursions included in the itinerary, answer guests question concerning local port highlights & general port information
- Close the sale and collect payment for shore excursions and other products offered by the Onboard Revenue department
- Handle special requests such as shore excursion group customization, Private Touring and other requests
- Cruise line company offering various cruise experiences and shore excursions
Cruise Specialist
Norwegian Cruise Line
08.2022 - 11.2023
- Company Overview: Cruise line company offering various cruise experiences and shore excursions
- Efficiently handle telephone inquiries from Oceania Cruises guests, including travel partners and direct guests
- Provide superior customer service and product knowledge to all Oceania Cruises guests
- Effectively employ sales techniques, customer service, and product knowledge expertise as a means to increase sales revenue and provide complete customer satisfaction
- Provide consistent consultative telephone support to travel partners and direct guests in a positive, knowledgeable, and professional manner
- Assist and support other departments and fellow team members in reaching Oceania Cruises service, productivity, quality, and revenue goals
- Follow-up on available leads and ultimately close all potential sales opportunities
- Help with projects as requested by the Call Center management team
- Participate in organized and self-study training sessions, including weekly briefings, to continuously improve knowledge base and sales performance
- Perform other job related functions as assigned
- Cruise line company offering various cruise experiences and shore excursions
Education
Bachelor of Business Administration - Management Information Systems
University of Houston
Houston, TX07-2026
Cisco Certified Network Associate -
Knowledge Bank
Houston, TX07.2022
GED -
Houston Community College
Houston, TX05.2022
Skills
- Management
- Customer Service
- Call Center Operations
- TCP and IP Networking
- Microsoft Office
- Information Security Awareness
- Quality Representation
- Computers
- Sales
Languages
Arabic
Native or Bilingual
Timeline
Shore Excursions Representative
Norwegian Cruise Line
11.2023 - Current
Cruise Specialist
Norwegian Cruise Line
08.2022 - 11.2023
Bachelor of Business Administration - Management Information Systems
University of Houston
Cisco Certified Network Associate -
Knowledge Bank
GED -
Houston Community College
Similar Profiles
Sebastian NovetSebastian Novet
Youth Counselor at Norwegian Cruise LineYouth Counselor at Norwegian Cruise Line
Makida WilliamsMakida Williams
Air Revenue Operations Specialist at Norwegian Cruise Line Holdings LtdAir Revenue Operations Specialist at Norwegian Cruise Line Holdings Ltd
Tory TurnerTory Turner
Assistant Waiter/ Waiter/Assistant Manager at Norwegian Cruise LineAssistant Waiter/ Waiter/Assistant Manager at Norwegian Cruise Line