Forward-thinking Senior Manager adept at managing teams of 200+ employees with 15 direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
31
31
years of professional experience
Work History
Sr. Manager
Royal Caribbean International
Miami, Florida
11.2007 - Current
Managed day-to-day operations of 200+ call center employees in multiple locations including vendor support in Guatemala and Philippines to ensure customer experience was number one priority and that all employee's were meeting and exceeding performance expectations.
Maintain proper employment levels through selecting, interviewing, and training of personnel; conduct performance management activities within each assigned area of responsibility
Maintain high levels of performance for customer service metrics including: call answer rate, call quality, customer service ratings, call handling time.
Manage and improve operational processes, policies, and systems in support of organization’s mission and to improve efficiency and quality
Create reports, metrics, and budget plans for the organization, as assigned
Contribute to long- and short-term organizational planning which includes planning for initiatives geared toward operational excellence
Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
Determined priorities and set policies for reservation department.
Sr. System Analyst
Royal Caribbean International
Miami, FL
08.2001 - 11.2007
Created all troubleshooting documentation and distributed it to team members and key stakeholders.
Identified areas that could be improved through specific processes and addition of new software.
Collaborated with Call Center stakeholders during early stages of project to develop effective strategies.
Utilized different methods to troubleshoot software and hardware issues.
Developed and implemented workflow templates, prioritizing efficiency and ease-of-use for end-users of reservation system.
Created customized development frameworks for customers based on specific business goals and budgetary constraints.
Worked closely with business users and business analysts to understand functionality and propose creative solutions to meet business needs.
Designed, developed and integrated software solutions based on business requirements and objectives.
Enhanced and reconstructed computer systems resulting in [Number]% increased efficiency for business end-users
Call Center Supervisor
Royal Caribbean International
Miami, FL
01.1991 - 08.2001
Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Supervised 50 agents in providing excellent customer service to callers requiring assistance for Cruise Line Groups bookings.
Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
Oversaw employee performance to foster accurate prioritization and achievement of call center KPI's.
Education
Travel And Tourism - Travel Counselor Training And Communitations
New World Institute
Miami
07.1987
Skills
Troubleshooting and problem resolution
Strategic planning
Budget administration
Staff Management
Budgeting
Business planning
Timeline
Sr. Manager
Royal Caribbean International
11.2007 - Current
Sr. System Analyst
Royal Caribbean International
08.2001 - 11.2007
Call Center Supervisor
Royal Caribbean International
01.1991 - 08.2001
Travel And Tourism - Travel Counselor Training And Communitations