Ariel Garcia
Miami,FL
Summary
A highly motivated and results-oriented professional with over 9 years of experience in the travel industry, specializing in business analysis, team development, and project management. I am seeking a position where I can utilize my skills to enhance process improvement initiatives and promote operational excellence. I am dedicated to continuous learning and applying my critical thinking and problem-solving skills to make a positive impact and contribute to the strategic goals of Norwegian Cruise Line.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Business Systems Analyst
Norwegian Cruise Line
12.2023 - Current
- Collaborate with the Revenue Management team to develop business promotions by assisting in the intake, prioritization, and management of the entire lifecycle, from inception and testing to successful deployment
- Troubleshoot and resolve issues reported in production, including addressing application problems and recommending manual workarounds and solutions
- Work closely with Revenue Management to gather information and conduct analysis regarding promotional changes, facilitating testing and deployment processes
- Lead and participate in projects by completing and updating requests, managing project scope, adjusting timelines as necessary, and ensuring all submissions are delivered punctually and in alignment with organizational objectives
- Serve as a liaison between Operations and IT to assist with the collection of business requirements necessary for system modifications.
- Maintain open communication with stakeholders, developers, and quality assurance teams to ensure that business requests are executed effectively and on time
- Participate in collaborative meetings with stakeholders to evaluate and address production-related challenges, providing insights and solutions to enhance operational and system efficiencies.
- Facilitate daily change control meetings to support the completion of daily request changes
Team Leader - Group Cruise Specialist
Norwegian Cruise Line
11.2022 - 12.2023
- Proven track record of successfully leading a team of 20+ Group Cruise Specialists by Coaching, Mentoring, and Directing regularly to Meet or Exceed department expectations and customer satisfaction
- Planned and executed several key projects to increase departments performance and KPIs
- Shared knowledge for price adjustments and protection, changing effective dates, cabin upgrades, removing fees, and issuing any OBC's when applicable
- Host weekly meetings to ensure team members are adequately trained in software, and companies policies and procedures while increasing team engagement and participation
- Increased Team Metrics in several key areas from (Quality Assurance, Post Call Survey, and Average Handle Time) by spearheading new initiatives through setting goals and contest within the department to which resulted in increasing departments metrics above 90%
Group Cruise Specialist Trainer
Norwegian Cruise Line
05.2022 - 11.2022
- Created, guided, and delivered effective Monthly Training for the Groups Department to improve department performance and growth
- Interviewed over 150+ applicants to hire for qualified position within the department
- Trained and developed over 75+ individuals which increased 68% of departments growth within 6 Months (75 Team Members)
- Planned, developed, and maintained library for new hires for the Groups Department, while also providing constant training by creating and facilitating training curriculum, assessments, job aids, evaluations, role-playing scenarios and group discussions
- Facilitated presentations and training material to conduct training on Norwegian products, Affinity & Traditional Groups, HD empowerment's, and company policies and procedures
Group Cruise Specialist
Norwegian Cruise Line
03.2016 - 05.2022
- Top Performer for several months based on booking metrics (stateroom categories) and revenue-based metrics for the department
- Assist with new and existing reservations for individual and group booking requests from travel agents and direct guests, resulting in an overall positive customer experience
- Display knowledge in maximizing revenue opportunities by offering to confirm space, create groups, upgrades, provide ship attributes, and ancillary items
Cruise Specialist
Norwegian Cruise Line
09.2015 - 03.2016
- Assist with new and existing reservations for individual and group booking requests from travel agents and direct guests, resulting in an overall positive customer experience
- Research and resolve any issues or discrepancies caller presents with highest level of service for the best positive outcome
- Consistently use call handling behaviors, providing pleasant, positive, and courteous behavior to provide highest level of customer service
Customer Care Sales Specialist
El Dorado Furniture
04.2010 - 09.2015
- Accurately completing cash register transactions & responsible for opening and closing store
- Responded to customer inquiries in a timely manner, ensuring a positive customer experience
- Developed and maintained relationships with key customers
Education
High School Diploma -
Miami Coral Park Sr High
06.2009
Skills
- Strong Presentation and Communication Skills
- Project Management
- Cross-functional Collaboration / Team Building
- High Attention to Detail and Organization Skills
- Strong Analytical and Problem-Solving
- Leadership and Management
- Solution Design and Support
- Listening and Writing Skills
- JIRA
- Information Gathering, Planning & Analysis
- Business Process Design
- Microsoft Office Suite
Certification
Management Training & Development
Languages
English
Spanish
Timeline
Business Systems Analyst
Norwegian Cruise Line
12.2023 - Current
Team Leader - Group Cruise Specialist
Norwegian Cruise Line
11.2022 - 12.2023
Group Cruise Specialist Trainer
Norwegian Cruise Line
05.2022 - 11.2022
Group Cruise Specialist
Norwegian Cruise Line
03.2016 - 05.2022
Cruise Specialist
Norwegian Cruise Line
09.2015 - 03.2016
Customer Care Sales Specialist
El Dorado Furniture
04.2010 - 09.2015
High School Diploma -
Miami Coral Park Sr High