SAMANTHA BAUTISTA
Carnival Cruise Line
Houston,US
13
years of professional experience
Customer service agent with 13+ years of customer-facing experience across hospitality, insurance, and retail environments. Demonstrates strong conflict resolution, CRM and quoting-platform proficiency, and consistent metric-driven performance.
Work History
Resolutions Agent
2 Years- Resolved complex customer issues efficiently, reducing complaint resolution time by streamlining processes.
- Delivered empathetic customer support, enhancing guest satisfaction and fostering positive onboard experiences.
- Collaborated with team members to promptly address guest needs, reinforcing a supportive team culture.
- Collaborate with team members to address guest needs promptly, reinforcing a culture of support and teamwork.
- Consistently exceeded metric goals for average handle time, adherence, and customer satisfaction at 96%
Personal Lines Insurance Agent
1 Year 3 Months- Completed all required licensing courses and exams in accordance with state regulations.
- Generated new business and cross-sold existing customers to exceed sales goals.
- Cross-sold insurance products to existing clients to reach sales targets.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Cross-sold insurance products to existing clients, contributing to achievement of sales targets.
- Provided technical support for quoting platform, ensuring seamless user experience.
- Worked remotely to maintain productivity and communication.
Retail Sales Associate
9 Years 10 Months- Resolved customer concerns across departments, enhancing satisfaction and loyalty.
- Trained new employees on technological devices, improving customer service efficiency.
- Resolved customer concerns in multiple departments, including online sales.
- Trained new employees on how to use technological devices to provide an accelerated customer service experience.
- Recommended additional products and services, contributing to increased sales.
Skills
Customer Issue Resolution
Customer Relationship Management
CRM Systems
Performance Tracking
Sales
Customer Data Management
Microsoft Office
Relationship Building
Issue resolution
Customer Issue Resolution
Timeline
Resolutions Agent
Carnival Cruise Line
07.2024 - CurrentRead More
Personal Lines Insurance Agent
Progressive
04.2023 - 07.2024Read More
Retail Sales Associate
Zara
06.2013 - 04.2023Read More