Amy Nelson
League City,TX
Summary
Forward-thinking Regional Manager with deep understanding of market conditions and regional preferences. Decisive and hardworking leader skilled in making proactive, insightful updates to policies and procedures. Prepared to leverage 28 years of progressive cruise line experience to positively impact business operations.
Overview
29
29
years of professional experience
Work History
Regional Manager, Gulf Coast Logistics
Metro Cruise Services
01.2013 - Current
- Started and managed two major cruise operations simultaneously, managed one cruise line port agency operations with 3 ships
- Developed the strategic plan for the Executive team to begin two new cruise operations and was recognized for my leadership and execution
- Simultaneously created two different cruise operations from scratch hiring two separate teams of shore pier, airport, hotel and port agency teams
- Executed those two operations successfully while receiving the highest ratings for both nationally
- Took over port agency operations for a third major cruise line overseeing 3 of their cruise ships in Galveston
- Streamlined agency operations and improved rapport with port and government officials
- Improved efficiencies between three cruise ship operations
- Oversaw payroll of 2 cruise ship operations
- Responsible for creation and submission of all accounts payable for three operations
- Provided assistance to several other cruise line operations throughout the country.
Regional Manager, Gulf Coast Cruise Operations
Holland America Line
01.2000 - 01.2013
- Leadership of multiple cruise line operations, hiring and retention of two large teams of over 200 employees, responsible for government compliance and adherence to government and cruise line regulations
- Created the most successful cruise line operation for a major cruise line
- Hired and retained 200 employees over the 13 years I was with this company
- Created a second successful operation for another cruise brand during their four seasons in Galveston, TX
- Received the highest rated port for customer service three years in a row; my operation was rated 2nd best for customer service two years thereafter for Carnival Cruise Line
- Received highest ratings in customer services for Princess Cruise Lines during the four years they were in Galveston, TX
- Traveled extensively overseeing cruise logistic operations for another cruise line globally
- Reduced operations budgets in several key areas
- Streamlined debarkation processes with Customs and Border Protection that led to reduced operational efficiencies
- Initiated delayed sailing operational plans still currently followed
- Participated in new terminal design to accommodate larger cruise ships
- Received, initiated and successfully ran new cruise ship operations for 10 of the 30+ cruise ships in the Carnival Cruise Line fleet
- Started and sustained successful operations with little higher managerial oversight
- Responsible for all payroll & accounting
- Responsible for local HR management
- Liaisoned with Government & Port officials, Ship Pilots and local governmental entities
- Restarted cruise operations at the Port of Houston for Carnival Cruise Line after Hurricane Ike destroyed cruise terminals in Galveston, TX from 2008-2009
- Restarted cruise operations in Galveston post Hurricane in 2009 with the Port of Galveston
- Handled dozens of weather delayed operations including a three day delay from fog resulting in managing and executing 3 ships arriving and departing within hours of each other
- Requested to manage cruise operations for Carnival Cruise Line in San Juan, PR
- Oversaw entire cruise operations
- Retained staff of 120
- Responsible for all payroll
- Traveled extensively to PR to work with CBP and other local government officials
- Increased customer service ratings of port to 2nd amongst entire Carnival brand in the U.S.
Pier & Airport Supervisor
Holland America Line
01.1999 - 01.2000
- Oversight of all facets of both international and domestic arrivals for multiple cruise brands into MIA and FTL airports
- Coordinated between bus companies, airlines and cruise lines regarding guests arrival
- Hired and retained staff of over 100
- Directly responsible for overseeing airline arrivals and transportation of all guests to/from cruise port
- Directly responsible for overseeing seamless bus transportation of all cruise guests to/from cruise port
- Created and managed staff schedules of over 100 employees in multiple locations
- Responsible for enforcing HR requirements of all staff
- Coordinated cruise ops at the pier for multiple operations
- Worked directly with staff on schedules, resolved concerns of guests
- Worked directly with the cruise guests ensuring expectations met; if not quickly resolved to meet guest satisfaction.
Hotel & Airport Supervisor
Holland America Line
01.1996 - 01.2000
- Oversight of all facets of hotel operations & international and domestic arrivals for multiple cruise brands into Seattle International Airport
- Coordinated between bus companies, airlines, hotels cruise lines regarding guests arrival
- Hired and retained staff of over 100
- Directly responsible for overseeing airline arrivals and transportation of all guests to/from cruise port
- Directly responsible for overseeing seamless bus transportation of all cruise guests to/from cruise port
- Created and managed staff schedules of over 100 employees in multiple locations
- Responsible for staffing multiple high-end hotels with staff to welcome cruise guests
- Responsible for ensuring timely departure of cruise guests from hotels to cruise port
- Liaisoned with hotel management to ensure cruise brand was working well with hotel staff
- Responsible for enforcing HR requirements of all staff.
Education
Business Administration And Management
University of Houston - Clear Lake
Houston, TXSkills
- Operations
- Staff Training and Development
- Strategic Planning
- Staff Management
- New Business Development
- Industry Expertise
- Client Relationship Building
- Leadership skills
- Decision-Making
Timeline
Regional Manager, Gulf Coast Logistics
Metro Cruise Services
01.2013 - Current
Regional Manager, Gulf Coast Cruise Operations
Holland America Line
01.2000 - 01.2013
Pier & Airport Supervisor
Holland America Line
01.1999 - 01.2000
Hotel & Airport Supervisor
Holland America Line
01.1996 - 01.2000
Business Administration And Management
University of Houston - Clear Lake
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