Gaby Johnston-Kruger
Winter Park,FL
Summary
Experienced professional with a decade-long tenure in customer service and sales, showcasing unwavering dedication, effective communication skills, and a proactive, self-starting approach. Demonstrated success in cultivating a positive service culture, with a reputation for reliability and compassion. Thrives in dynamic, fast-paced environments, delivering consistent excellence.
Overview
5
5
years of professional experience
Work History
Voyage Services Coordinator
Virgin Voyages
05.2022 - Current
- Serve as Ship Administrator for all Virgin ships: Scarlet Lady, Valiant Lady, Resilient Lady.
- Coordinate between Shipboard and Shoreside teams, handling special requests, escalations, inventory, and cabin assignments.
- Manage project deadlines, ensuring timely completion of Voyage Reports with focus on data accuracy.
- Complete reservations for Extra Crew Cabins (ECC), Voyage Vacation Program (VVP), Crew Companions across all Virgin fleet.
- Address pre-voyage and post-voyage payment issues, including folio disputes, travel reimbursement, and interactions with tour operators.
- Assist various departments through inbound calls to Voyage Services and Terminal Operations during peak times.
- Instruct fellow Crew members using “confirm and recap” method, providing guidance on problem-solving and achieving resolutions.
Luxury Reservations Specialist
Top Villas
08.2018 - 08.2021
- Developed strong client relationships and improved customer satisfaction rates through consistent communication and attentive service.
- Executed team training to enforce quality and provided coaching to address inefficiencies.
- Negotiated favorable contracts with property management companies.
- Collaborated with internal departments to assess underperforming areas and effectively troubleshoot issues.
- Earned recognition as top performer by exceeding monthly sales commission targets.
Education
GED -
Celebration High School
Celebration, FLSkills
- Optimal organizational and time management skills
- Expert verbal and written communication
- Meticulous attention to detail
- Proficiency of Google suite for business, Excel, Tableau, Salesforce
- Proficiency of Seaware, MXP, RingCentral, Citrix, Fexco
- Exhibits empathy, humility, accountability
- Drives team momentum and culture
- Fluent Portuguese speaker; intermediate Spanish
Accomplishments
Virgin Voyages Way and Creeds Awards Nominee - December 2023
Timeline
Voyage Services Coordinator
Virgin Voyages
05.2022 - Current
Luxury Reservations Specialist
Top Villas
08.2018 - 08.2021
GED -
Celebration High School
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