Chiquita Grace
Miami,FL
Summary
Results-driven professional with a strong focus on enhancing business efficiencies and meeting organizational goals. Proven ability to leverage a diverse skill set to drive operational improvements. Committed to continuous growth and knowledge expansion within the business sector.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Reservation Specialist (FIT Guest Services/Groups) and Cruise Wedding Coordinator
Carnival Cruise Line
Doral, FL
10.2014 - Current
- Service existing and organize bookings by phone (accept payments; modifications)
- Assist with general questions and utilizing the Carnival knowledge base systems for current information
- Sending out guest cabin confirmation details
- Responsible for communicating (writing and verbal) all wedding services for sailing guests either in the home port or select ports of call and details to the shipboard team, third-party contracted vendors, and guest services Port Operations (Pier Staff)
- Generate new wedding and renewal of vows sales and targeting and any additional incentive bonuses to drive an increase in company revenue
- Creating a comprehensive timeline to service the existing wedding and renewal of vows functions for guests booked directly through Carnival Weddings
- Organizes and implements administrative wedding tasks/duties
Customer Service, QA, Educational Service, Sales, and Retention Specialist
Great Healthworks, Inc.
Fort Lauderdale, FL
05.2014 - 10.2014
- Handlebar a high volume both Inbound/Outbound calls
- Communicate various new natural health supplement product and service opportunities
- Collaborate as a sales team to share best practices and ensure customer loyalty
- Consistently meet and exceed daily, weekly, and monthly quotas
- Follow proper protocols to identify decision makers, establish value, propose a solution, and plan to close with sales or retaining success
- Educate customers and other representatives about changes in products, service, and policy by evaluating results and competitive developments
- Contributes to team effort by accomplishing related results as needed
Customer Service, QA, Knowledge Assistant, Human Resource Assist & Technical Support Specialist
Teleperformance USA/ The Answer Group
North Lauderdale, FL
06.2007 - 05.2014
- Conduct writing conferences with other support specialists and corporate representatives
- Identify weaknesses on a focused organization, development and style
- Guide writer in solving the problems such as forming a specified project knowledge base tool, call flow guidance software, closing/opening script to be used during live calls
- Learned valuable interpersonal communication skills by collaborating with customers for different account projects from all over the world
- Scripting and monitoring calls with powerful tools; keep track and review on agent interaction with customers receiving correct and consistent information
- Promoting first call resolution and quality of service for customers delivered from all departments
- Providing knowledge assistance with implementing technology and technical skills in effort to handle real-time customer interactions
- Exhibit Excellent intrapersonal, recall, listening, and analytical skills
Customer Service, Sales, & Technical Support Specialist
PRC (Precision Response Corporation)
Miami Gardens, FL
03.2006 - 06.2007
- Handling a fully integrated mix of traditional business-commercial and residential call volume
- Offer a total customer relationship solution to meet its clients' needs whether it through sales and technical support
- Receiving inbound calls from customers and taking ownership of the responsibilities
- Displaying knowledge and computer skills daily, inside the job and out to the customers
- Analyzing situations (scenarios), equipment and data
Childcare Counselor /Educator
YMCA of Greater Miami
Miami Gardens, FL
10.2005 - 03.2006
- Dedicating my focus on youth and families in participating in many activities and after-school childcare
- Overseer of preschool programs, youth sports, summer-holiday day camps, and educational programs
- Arranging daily activities schedule for children and their parents to engage in
- Prepare meals for the children as well as helping other employees with their designated group of children
- Maintain a safe surrounding and healthy relationship with the children
- Counseling, advising, and listening
- Coordinating events
Crew Member Role: Cashier, Hostess, Server, and Drive Thru
Boston Market
Pembroke Pines, FL
01.2005 - 10.2005
- Greet the customers entering the organization
- Handling all the cash transactions of an organization
- Guiding and solving queries of customers
- Adhere to grooming and appearance standards
- Maintaining and staying updated with the current menu choices and knowing the current state of inventory of a particular item
- Offering suggestions and recommendations - help with personalizing one's meal
- Setting and cleaning tables in the dining area
Education
A.S. - Dental Hygienist
Broward College
Miramar, FL12.2019
High School Diploma -
Miami Norland Senior High
Miami, FL05.2007
Associate of Science -
Miami Dade College
Miami, FLSkills
SKILLS & EXPERTISE
- Kronos Time Management Expertise
- OneDrive File Management Expertise
- Strong Written Communication
- Effective Report Composition
- Professional Email Correspondence
- Efficient Appointment Coordination
- Remote File Management
- Detailed Account Record-keeping
- Professional Memo Development
- Knwledge Resource Management
- Effective Call Management
- Quality control
- Writes clearly and concisely
- Listens attentively
- Gathers appropriate information
- Detail Oriented
- Coordinate tasks
- Manages multiple projects
- Identifies areas of opportunity
- Team Player
- Develops strategies
SCORECARD PERFORMANCE
- December 2024: 9717%
- January 2025: 9320%
- February 2025: 9770%
SYSTEMS
- Citrix Environment Management
- Experienced in JavaScript Programming
- Skilled in Adobe Applications
- XML Data Management
- Avaya (OneX and Workplace Phone Systems) Expertise
- Skilled in Microsoft Word Functions
- Experienced in Microsoft Teams
- Advanced Microsoft Excel
- Microsoft Outlook (Communication Management Software)
- Microsoft PowerPoint Proficiency
- Microsoft Expression Application Skills
- Dayforce System Management
- Aspect
- E-scheduler (Electronic Calendar Coordination)
- RingCentral Communication Skills
- Linux Proficiency
- Medallia Software Utilization
- Apple MacOS Proficiency
- Expertise in Windows Operating System
- DOS/Command
- Experienced with Internet Explorer Navigation
- Experienced with Google Chrome
- Experienced with Mozilla Firefox
- Experienced with Microsoft Edge
- Experienced with Safari
- Google Drive
- Internet-Based Fax Services
- IVR System Management
- Experience with Oracle CRM
- Launchpad
- Navigator
- Talisma
- Q-Term Application
- Virtual Contact Center (VCC)- Remote Client Support
- Salesforce
- VOIP Technology Proficiency
- Critical Thinking Skills
- SharePoint Management
- Experienced with Skype Communication
- Experienced in Zoom Meetings
- Experience with AWS Workspaces Configuration
- Azure Remote Desktop Management
- VPN (Cisco AnyConnect)
- Knowledge-based system
References
Provided upon request.
Teamwork
- Fun Committee
- Women Basketball
- Care Team
- Women Track & Field/Cross Country Running
- Crew Member
- Cheerleader
- High School Marching Band/Precious Pearl Dance Team
- Church Youth leader/Dance Ministry
Languages
English
Professional
Certification
- CCPA Compliance for Customer Service Employees
- Helpdesk certification
- Customer experience certification
- Code of Business Conduct and Ethics Training
- ADA People First Awareness Training
- Contact Center Guidelines and Policies Acknowledgement
- Manage Company Records and Information
- Cyber Security Awareness
- Data Privacy and Protection Training
- Workplace Violence Fundamentals
- Understanding DEI
Accomplishments
- Always being ready to take on a challenging guest
- Appreciate for professionalism and unwavering strength
- Ideas or innovations you introduced
- Exceed Customer satisfaction
- Identifying and resolving issues
References
References available upon request.
Timeline
Reservation Specialist (FIT Guest Services/Groups) and Cruise Wedding Coordinator
Carnival Cruise Line
10.2014 - Current
Customer Service, QA, Educational Service, Sales, and Retention Specialist
Great Healthworks, Inc.
05.2014 - 10.2014
Customer Service, QA, Knowledge Assistant, Human Resource Assist & Technical Support Specialist
Teleperformance USA/ The Answer Group
06.2007 - 05.2014
Customer Service, Sales, & Technical Support Specialist
PRC (Precision Response Corporation)
03.2006 - 06.2007
Childcare Counselor /Educator
YMCA of Greater Miami
10.2005 - 03.2006
Crew Member Role: Cashier, Hostess, Server, and Drive Thru
Boston Market
01.2005 - 10.2005
A.S. - Dental Hygienist
Broward College
High School Diploma -
Miami Norland Senior High
Associate of Science -
Miami Dade College