Cynthia Casnet
Celebration,USA
Summary
Knowledgeable travel planner experienced in helping guests to have exceptional experiences through verbal and written communication. Motivated to gain new skills and a strong drive to learning more within The Walt Disney Company.
Overview
14
14
years of professional experience
Work History
Multichannel Cruise Vacation Agent
Disney Cruise Line
Celebration, USA
12.2018 - Current
- Responsible for assisting and supporting Guests and Travel Agents in a multi-channel environment using multiple live chat windows, Website Assistance telephone calls and e-mail engagement consistently in a timely manner.
- Establishing a positive rapport with an emphasis on sales and service, accuracy of thoroughly researched written information, Disney Cruise Line nomenclature, grammar, and spelling accuracy for effective communication.
- Ability to multitask efficiently and use various skills to resolve problems in reasonable amount of time.
- Assisting guests concerning the online check-in process, booking activities and website experience through troubleshooting errors, policies, procedural means, and products.
- Navigating web applications, displaying both strong computer knowledge and guest service abilities to assist each guest beyond the technical error or browsing of the website.
- Maintained up-to-date knowledge of Disney Cruise Line policies to provide speedy and accurate service to each customer.
- Assisted Travel Account Operations with processing refunds and protecting commission, answered emails and processed booking transfer forms and offer verification forms to reservations.
- Assisted on Displacement Team with Future Cruise Credit, adding holding fund amounts and modifying sail dates.
- Assisted with Safe Passage outbound calls to guests informing of needed documentation and creating the account.
Cruise Vacation Agent
Disney Cruise Line
Celebration, USA
06.2018 - 12.2018
- Provided excellent service and attention to guests and travel agents through high volume inbound sales and service phone conversations.
- Demonstrated self-reliance by meeting departmental service levels and revenue goals booking cruise reservations.
- Answered questions, pointed out overlooked features, current special offers and offered further details in adding additional components to reservations.
- Analyzing guests concerns and offer solutions to provide a smooth family cruise vacation planning.
Boutique Hostess
Walt Disney Parks and Resorts
Orlando, USA
08.2012 - 06.2018
- Provided individualized Disney Princess transformations by creating a magical storytelling experience in combination with performing cosmetologist techniques as a Fairy Godmother in Training in a structured environment within time guidelines.
- Greeted guests and gathered information with helpful attitude in meeting their needs.
- Achieved sales goals by selling add-ons to our guests and was a part of exceeding our goal for the 2015 Fiscal Year with $6.8 million in sales.
- Efficiently worked in a high-volume, fast paced environment that required time management and multitasking while ensuring all policies and procedures were conducted and the Four Key Basics and Role Standards were followed and delivered to every Guest.
- Received numerous guest service fanatic cards and applause-o-grams for staying in character, creating memorable memories, and going above and beyond for our guests.
Education
Associate of Applied Science - Business/Court Reporting
Orleans Technical Institute
Philadelphia, PA08-2007
Skills
- Organizational Skills
- Customer Service
- Critical Thinking
- Attention To Detail
- Navigational Skills
- Teamwork
- Microsoft Office
- Zendesk
- Axis
- Seaware
- LiveEngage
- Genesys
Timeline
Multichannel Cruise Vacation Agent
Disney Cruise Line
12.2018 - Current
Cruise Vacation Agent
Disney Cruise Line
06.2018 - 12.2018
Boutique Hostess
Walt Disney Parks and Resorts
08.2012 - 06.2018
Associate of Applied Science - Business/Court Reporting
Orleans Technical Institute