APRIL CRUZ
Orlando,FL
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure Moderate Security position. Ready to help team achieve company goals, enhancing customer satisfaction and loyalty at Disney Cruiseline. Excelled in problem-solving and polite communication, Improving guest experiences. Outgoing with over 20 years of Customer service experience. Proactive, committed and goal-oriented professional with excellent time management and problem solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills.
Overview
10
10
years of professional experience
Work History
Cruise Vacation Agent
Disney Cruiseline
07.2022 - Current
- Assisted guests with magical vacations and magical memories.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- De-escalated and resolved customer inquiries with punctual, polite and professional service.
- Identified and resolved discrepancies and errors in guest reservations.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
Vacation Planner
Universal Orlando
04.2020 - 07.2022
- Provided exemplary customer service to new and existing guests, which helped build lasting relationships and secure new travel assignments.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Arranged travel accommodations for families, large group tours and diverse party size.
Front Desk Night Supervisor
Wyndham Hotel
01.2015 - 03.2020
- Interviewed, hired, coached, and developed front office associates.
- Motivated staff by setting goals, providing ongoing feedback, and rewarding and recognizing employees.
- Processed check-ins and check-outs, created reservations and processed special requests.
- Kept accounts in balance and ran daily reports to verify totals.
- Resolved guest complaints by addressing issues with rooms promptly.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
Education
Diploma in Medical Assisting - Nursing
Americare School of Nursing
Fern Park FL.04-2005
Skills
- Positive attitude
- Problem-solving skills
- Polite communication skills
- Service support
- Customer service and care
- Recordkeeping proficiency
- Sales strategy development
Timeline
Cruise Vacation Agent
Disney Cruiseline
07.2022 - Current
Vacation Planner
Universal Orlando
04.2020 - 07.2022
Front Desk Night Supervisor
Wyndham Hotel
01.2015 - 03.2020
Diploma in Medical Assisting - Nursing
Americare School of Nursing
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