Jennifer Sierra
Pompano Beach,FL
Summary
Driven for results with the ability to make an impact on customer with excellence service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Excellent organizational skills with hands on technical knowledge, superior memory for details and strong work ethic. Maintaining professionalism at all times and using discretion when handling confidential data.
Overview
13
13
years of professional experience
Work History
Group Sales Representative
MSC Cruises
02.2022 - Current
- Increased group sales revenue by developing and implementing targeted marketing strategies.
- Built strong relationships with clients through effective communication and attentive customer service.
- Generated new leads and established client base by conducting outbound calls and attending industry events.
- Collaborated closely with the sales team to create customized group packages for various business needs.
- Efficiently managed multiple accounts, ensuring timely follow-ups and successful contract negotiations.
- Worked closely with operations teams to ensure seamless coordination of group events, resulting in high levels of customer satisfaction.
- Utilized CRM systems effectively for accurate tracking of leads, contacts, and sales progress.
- Participated in weekly sales meetings to share best practices, discuss challenges, and set team goals moving forward.
- Set attainable yet ambitious sales targets for the team and motivated members to exceed expectations.
- Stayed current on company offerings and industry trends.
Corporate Guest Relations Agent
Royal Caribbean Ltd.
02.2012 - 08.2020
- Outbound Call Center phone representative
- Placing calls to customers to fulfill their needs and resolve outstanding issues
- Assistance with customer inquiries in a call center setting
- Working within a workflow system, Siebel to log interactions.
- Streamlined check-in and check-out processes for improved efficiency and guest experience.
- Enhanced guest satisfaction by promptly addressing concerns and resolving issues.
- Established strong rapport with guests, fostering loyalty and repeat business.
- Coordinated with other departments to ensure seamless guest service throughout their stay.
- Assisted in the development of guest relations protocols, resulting in a consistent approach across the team.
- Managed high-pressure situations effectively, ensuring minimal impact on guest satisfaction levels.
- Conducted regular follow-ups with guests post-stay to gather feedback and implement improvements.
- Handled room assignments thoughtfully, accommodating special requests and preferences whenever possible.
- Trained new Guest Relations Agents, sharing best practices for maintaining high standards of customer care.
- Contributed to positive TripAdvisor reviews by consistently providing exceptional service to all guests.
- Organized special events for VIP guests, demonstrating attention to detail and commitment to exceeding expectations.
- Liaised between housekeeping, maintenance, and front office teams to address any guest-related issues efficiently.
- Utilized customer relationship management software effectively, ensuring accurate record-keeping of guest information for future stays.
Corporate Guest Relations Agent
Royal Caribbean Ltd.
08.2011 - 02.2012
- Inbound Call Center
- Receiving calls from customers to fulfill their needs and resolve outstanding issues
- Assistance with customer inquiries in a call center setting
- Working within a workflow system, Siebel to log interactions.
- Enhanced guest satisfaction by promptly addressing concerns and resolving issues.
Reservations Agent
Royal Caribbean Ltd.
05.2011 - 08.2011
- Inbound call center
- Receiving calls from customers to complete travel reservations on cruises
- Assistance with customer inquiries in a call center setting
- Informing customers of offerings and promotions to engage the sale
- Providing knowledge, background and tips that help the consumer make a decision to buy
- Commission based environment which was also monitored by Quality Assurance standards and I consistently achieved an excellent track record of customer satisfaction.
Education
High School Diploma -
Miami Jackson SR High
Miami, FL06.2003
Skills
- Sales Presentations
- Cold-calling
- CRM proficiency
- Industry Expertise
- Brand Awareness
- Team Collaboration
- Task Prioritization
- Cash Handling
- Adaptability
- Relationship Building
- Food safety and sanitation
- Professionalism
- Organizational Skills
References
Furnished upon request
Extracurricular Activities
Work with children as a child entertainer and event coordinator.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Group Sales Representative
MSC Cruises
02.2022 - Current
Corporate Guest Relations Agent
Royal Caribbean Ltd.
02.2012 - 08.2020
Corporate Guest Relations Agent
Royal Caribbean Ltd.
08.2011 - 02.2012
Reservations Agent
Royal Caribbean Ltd.
05.2011 - 08.2011
High School Diploma -
Miami Jackson SR High
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