Alicia Wilson
Nee\w Port Richey,FL
Summary
Seasoned Operations Manager and talented leader with 25 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
27
27
years of professional experience
Work History
Nautical Captain/Operations Manager, Customer Experience
Encounters With Dolphins
09.2019 - Current
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Developed systems and procedures to improve operational quality and team efficiency.
Nautical Captain
Gulfstar Fishing
11.2016 - 09.2019
- Led teams by example, consistently demonstrating correct behaviors and enforcing policies and procedures.
- Conveyed important information at start of each shift such as areas of focus and persons of interest in local areas.
- Assessed and managed potential risks and hazardous situations.
- Maintenance of vessel. Oil changes and general repairs
- Reporting fish catches and species information to the fisheries.
- Maintaining tackle and keeping regulations updated
Nautical Captain/Naturalist Guide
Odyssey Cruises
12.2013 - 11.2016
- Promoted education on ecology, natural resources and environmental concerns to visitors through captivating presentations, elaborate exhibits, and hands-on workshops.
- Coordinated large and small events related to nature topics.
- Utilized effective communication and problem-solving skills to quickly resolve customer issues.
- Established positive relationships with tour members through fun and engaging conversation.
- Guided groups of up to 50 people on scheduled tours.
First Mate/ Dive Guide/ Whale Watch Guide
Anchorage Whale Watch And Dive Center
10.2010 - 03.2013
- Built personal relationships with guests to promote positive experiences.
- Answered questions, pointed out important features and offered further details about special exhibits to educate visitors.
- Utilized effective communication and problem-solving skills to quickly resolve customer issues.
- Established positive relationships with tour members through fun and engaging conversation.
- Guided groups of up to 75 people on scheduled tours.
First Mate/Deckhand
Get-a-lot Sportfishing Charter
03.1997 - 01.2008
- Inspected and maintained deck equipment and supplies.
- Followed safety protocols and procedures to prevent accidents.
- Communicated clearly, concisely and politely with passengers and crew members.
- Inspected and tested safety equipment and emergency response systems.
- Repaired, maintained and cleaned 500 square feet of decking.
Education
Bachelor of Science - Conservation/ Fish And Wildlife Management
University of Florida
Gainesville, FLCertification - Florida Master Naturalist
University of Florida/ IFAS
Skills
- Operating Procedures and Policies
- Gathering Supplies
- Collaborative Environments
- Proper Staffing
- Customer Care
- Motivational Leadership
- Self-starter
- Highly motivated
- Undying love for the environment
Timeline
Nautical Captain/Operations Manager, Customer Experience
Encounters With Dolphins
09.2019 - Current
Nautical Captain
Gulfstar Fishing
11.2016 - 09.2019
Nautical Captain/Naturalist Guide
Odyssey Cruises
12.2013 - 11.2016
First Mate/ Dive Guide/ Whale Watch Guide
Anchorage Whale Watch And Dive Center
10.2010 - 03.2013
First Mate/Deckhand
Get-a-lot Sportfishing Charter
03.1997 - 01.2008
Bachelor of Science - Conservation/ Fish And Wildlife Management
University of Florida
Certification - Florida Master Naturalist
University of Florida/ IFAS