Catherine M. Moore
Lebanon,OR
Summary
Personable Guest Relations Manager with background directing, motivating and training team members to provide exceptional service to guests. Talented at taking on challenging issues in the cruise industry and call center environment.
Overview
26
26
years of professional experience
Work History
Guest Experience Management Supervisor
Royal Caribbean International
Springfield, OR
11.2019 - Current
- Employee Development including Performance Improvement Plans.
- Accounting error research.
- Manage and calculate consumer refunds and credits.
- Resolve executive level complaints.
- Improve/repair guest relationships
- Monitor Guest Experience Management personnel for efficiency and accuracy of response to guest complaints.
- Collaborate with outside departments to coordinate solutions and retain guest satisfaction.
- Motivate and rewarded employees to improve engagement.
- Project Manger for AON, BBB and Attorney General Complaints.
- Manage a diverse group of resolution level employees remotely and in office.
- Monitor and and analyze productivity, quality and guest satisfaction data and make recommendations for improvement.
- Interview new employees and assist with onboarding.
Special Travel Agency Relationships Supervisor
Royal Caribbean International
Springfield, OR
01.2016 - 10.2019
- Trained and developed low performing team to top performing team.
- Developed Performance Improvement Plans.
- Supported high level accounts including executive escalations.
- Worked strategically and cohesively between sites and departments including HR, Shipboard, CO and Sales Administration.
- Employee Recognition.
- Analyzed and evaluated employee performance.
- Support and Comply with FMLA/OFLA/ADA.
- Led various hiring objectives including attracting, interviewing, and hiring top performing employees.
- Served on 2nd Look Task Force for Quality Assurance.
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
- Project manager for the ChatBot pilot and launch.
Reservations Supervisor, Team Supervisor
Royal Caribbean International
Springfield, OR
09.2014 - 12.2015
- Developed top performing team, emphasis on revenue generation, sales techniques and efficiency.
- Selected to take over Special Services Team to develop and create top performing team.
- Co-created “Let’s Talk About Revenue Generation” training program.
- Lead for Hilton Grand Vacation Certificates training and implementation.
- Fostered new working relationships between sites and teams such as Royal Romance and Sales Team.
- Led and developed the screening process for the Aspiring Leaders Program.
- Documented coaching and development sessions, corrective actions and performance improvement plans to help staff meet key performance indicators.
- Worked cohesively with peers within and between departments and sites, sharing ideas, tools and best practices to increase revenue and efficiency.
- Resolve High Level Escalations.
- Assisted in research and analysis efforts by supplying input for forecasting, training program assessment and quality assurance program calibration.
- Interacted with cross-functional support teams to manage day-to-day operations and identified and resolved operational problems using defined processes, expertise and judgment.
Consumer Outreach Inbound Sales Coach
Royal Caribbean International
Springfield, Oregon
07.2012 - 09.2014
- Led team who consistently achieved high revenue scores.
- Recruiting and Hiring.
- Worked with executive leadership between sites and departments.
- Provided a high level of support to both sales and service agents.
- Coached and developed highly successful sales agents.
TSS Resolutions Specialist
Royal Caribbean International
Lebanon, OR
11.2011 - 07.2012
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Transition Team Supervisor
Royal Caribbean International
Springfield, OR
05.2012 - 06.2012
- Provided a high level of customer service with a “Customer First” philosophy.
- Communicated policy updates and company information through team meetings, huddles, and one-on-one development sessions.
CVP Service Representative
04.2011 - 11.2012
- Web Chat
- Balance Due Call Out Team
Call Center Training and Quality Manager
Signal NW
Albany, Oregon
01.2004 - 01.2007
- Developed employee recognition and incentive programs.
- Conducted leadership workshops.
- Served on special task force to write company wide training curriculum.
- Traveled extensively for company to train and develop trainers and quality analysts.
- Developed Trainer Assessment Policy and Procedures
- Managed, developed and supported trainers and quality analysts into top performing employees.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
Call Center Customer Service Supervisor
CenturyTel
Lebanon, Oregon
01.1998 - 01.2002
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Completed bi-weekly payroll for 40+ employees.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Read, analyzed and interpreted complex procedures and regulations while drafting general correspondence to facilitate administrative processes.
Customer Service Representative, Facilitator, Division Trainer
CenturyTel
Lebanon, OR
01.1991 - 01.1998
- Introduced training and incentive programs that enhanced employee performance and helped build a motivated workforce.
- Implemented Automatic Call Distribution System and developed call answering statistical goals and procedures to measure performance and call answering objectives as deemed by the Oregon Public Utilities Commission.
- Developed “Pre-Field” procedure which allowed orders for new construction to run more efficiently, conserving company resources and improving customer satisfaction, which is still being utilized.
- Represented company during employee union negotiations and grievances.
- Won Outstanding Service Provider for my work on the US West Acquisition which included extensive employee training.
- Represented company with community relations including Oregon Public Utilities Commission hearings.
- Traveled Extensively for company to train and develop employees, including sales techniques.
- Used diverse teaching materials and motivational approaches to reduce learning gaps and instruct students.
- Conducted training courses for 45+ management support staff to enhance understanding of industry best practices and company protocols.
- Developed and implemented organizational systems to better manage training documentation and progress reporting.
Education
Sweet Home High School
Sweet Home, ORAssociate of Applied Science - Legal Administrative Assistance
American Business College
San Diego, CA Skills
- BOLI (Bureau of Labor and Industries) Training OFLA/FMLA
- Highly Approachable and People Oriented Sales and Marketing
- Guest and Travel Partner Relationships
- Performance Improvement Strategies
- Proficient in Microsoft Office (Word, Excel, Power Point) Automatic Call Distribution Systems
- Project Management
- Coaching and Developing Employees
- Complaint Handling and Resolution
- Advance Communication Skills Analyzing and Interpreting Data
Gaps in Employment
2002 - 2004
I took time to be at home and raise my family.
2007 - 2011
I operated my own cafe and catering company.
Timeline
Guest Experience Management Supervisor
Royal Caribbean International
11.2019 - Current
Special Travel Agency Relationships Supervisor
Royal Caribbean International
01.2016 - 10.2019
Reservations Supervisor, Team Supervisor
Royal Caribbean International
09.2014 - 12.2015
Consumer Outreach Inbound Sales Coach
Royal Caribbean International
07.2012 - 09.2014
Transition Team Supervisor
Royal Caribbean International
05.2012 - 06.2012
TSS Resolutions Specialist
Royal Caribbean International
11.2011 - 07.2012
CVP Service Representative
04.2011 - 11.2012
Call Center Training and Quality Manager
Signal NW
01.2004 - 01.2007
Call Center Customer Service Supervisor
CenturyTel
01.1998 - 01.2002
Customer Service Representative, Facilitator, Division Trainer
CenturyTel
01.1991 - 01.1998
Sweet Home High School
Associate of Applied Science - Legal Administrative Assistance
American Business College
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