Angel Cruz Martinez
Miami,FL
Summary
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Cruise Specialist/Retro Desk Agent
Norwegian Cruise Line
Miami, FL
05.2024 - Current
- Maintained knowledge of current promotions and specials offered by cruise lines.
- Provided customer service to clients regarding cruise packages, itineraries, and travel information.
- Responded immediately to clients' questions, issues, and complaints, and found effective solutions when required.
- Created detailed invoices for each customer's reservation.
- Tracked changes in policies related to visas, passport requirements.
- Developed relationships with key contacts within the cruise industry.
- Assisted customers in selecting the best package for their budget and preferences.
- Maintained relationships with travel partners and vendors.
- Enhanced customer satisfaction ratings by resolving technical and account issues efficiently.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Mitigated financial discrepancies, accurately collecting customer fees, managing refunds, and providing accurate travel documentation.
- Prepared daily activity reports summarizing bookings made, cancellations received, refunds issued.
- Advised passengers about travel documents required for international trips.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Pier Agent/Curb Lead
Cruiseport Destinations
Miami, FL
01.2018 - Current
- Resolved customer issues to maintain high standards of customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Documented visitor count to record number of individuals entering.
- Identified needs of customers promptly and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Sales Associate
Haggen Dazs
Miami, FL
04.2017 - 12.2017
- Collected payments and provided accurate change.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Helped customers find specific products, answered questions and offered product advice.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
Education
High School Diploma -
Miami Senior High School
Miami, FL06.2017
Skills
- Problem Solving
- Analytical Decision Making
- Team Collaboration
- Operations Monitoring
- Detail-Oriented Mindset
- Cruise industry experience
- Client relationship building
- Written communication
- Customer service
- Team collaboration
- Problem solving
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Cruise Specialist/Retro Desk Agent
Norwegian Cruise Line
05.2024 - Current
Pier Agent/Curb Lead
Cruiseport Destinations
01.2018 - Current
Sales Associate
Haggen Dazs
04.2017 - 12.2017
High School Diploma -
Miami Senior High School