JESSICA CLEVELAND
Operations
DESERT HOT SPRINGS,CA
Summary
Dynamic and customer-focused professional with extensive experience in ship operations and guest relations within the river cruise industry. Proven track record of enhancing guest experiences through exceptional service, effective communication, and problem-solving skills. Skilled in coordinating onboard operations, managing logistics, and ensuring compliance with safety standards. Adept at building rapport with diverse clientele and fostering a welcoming environment. Committed to delivering memorable travel experiences while optimizing operational efficiency and team performance.
Skills
Inventory coordination
Overview
13
13
years of professional experience
Work History
Ship Operations Coordinator
Uniworld Boutique River Cruises
04.2024 - Current
- Ensure exceptional guest experiences by managing quality control, issuing final e-documents, and providing accurate passenger information to ships and vendors.
- Prepare sailing charts, master files, and operational setups in Longitude and Outlook before sailing seasons.
- Review optional extensions, monitor extra night queues, and handle requests in Longitude efficiently.
- Coordinate with reservations and sales teams to process extra night requests with clear communication.
- Create and deliver hotel rooming lists, transfer lists, and ship manifests by deadlines.
- Manage last-minute bookings and cancellations, updating systems and securing or releasing hotel space as needed.
- Perform booking quality control and generate timely final E-documents for sailings.
- Adapt to dynamic environments, collaborating effectively to achieve team success.
Guest Relations
Uniworld Boutique River Cruises
07.2022 - 04.2024
- Managed communication channels, ensuring exceptional service and professionalism.
- Gathered information through research and queries, delivering detailed responses and tracking resolutions.
- Maintained high customer service standards with clear, grammatically accurate written communication.
- Monitored weekly survey and manager reports to address client needs and concerns.
- Built strong client and travel agent relationships to boost satisfaction and retention.
- Provided proactive feedback to management and collaborated with Product and Operations teams to address client needs.
- Trained new hires and developed guides to streamline departmental processes and improve efficiency.
Customer Support
Pubby
10.2019 - 02.2022
- Approve or reject book reviews, ensuring compliance with company standards.
- Assist authors with billing and subscription inquiries, resolving issues courteously and promptly.
- Manage email and chat communications, addressing concerns with active listening and effective solutions.
- Gather customer feedback to identify service improvement opportunities and share insights with management.
- Collaborate with teams to implement process improvements and enhance customer experience.
Service Center Representative
American Honda Motor Company
10.2016 - 01.2017
- Explained vehicle recalls and guided customers through resolution steps.
- Provided dealership details, including locations and hours, for recall assistance.
- Informed customers about trade-in values and financing options.
- Ensured prompt and accurate responses to customer inquiries with strong communication skills.
- Stayed updated on policies to deliver comprehensive customer service.
Agent Support
Western Growers
07.2014 - 03.2015
- Conducted training sessions to educate agents on application errors, issues, and updated information
- Analyzed application errors, identified root causes, and resolved them, escalating to the help desk when necessary
- Facilitated password resets for agents locked out of the Covered California system
- Provided on-the-job training to new team members upon their introduction to the floor
Scheduler
MedXM
02.2014 - 07.2014
- Handled a high volume of inbound and outbound calls daily
- Cultivated productive communication channels with providers and members to ensure effective resolution of issues
- Demonstrated adherence to written communication scripts, consistently delivering exceptional service to callers
- Utilized strong active listening and oral communication skills to effectively interact with a diverse range of callers
Member Service Representative
Automobile Club of Southern California
01.2012 - 03.2013
- Managed a high volume of inbound and outbound calls daily
- Cultivated productive communication channels with providers and members to ensure effective issue resolution
- Demonstrated adherence to written communication scripts, consistently delivering exceptional service to callers
- Utilized strong active listening and oral communication skills to effectively interact with a diverse range of callers
Education
High School Diploma -
Robert A. Millikan Senior High School
Long Beach, CA 05.2001 -
Timeline
Ship Operations Coordinator
Uniworld Boutique River Cruises
04.2024 - Current
Guest Relations
Uniworld Boutique River Cruises
07.2022 - 04.2024
Customer Support
Pubby
10.2019 - 02.2022
Service Center Representative
American Honda Motor Company
10.2016 - 01.2017
Agent Support
Western Growers
07.2014 - 03.2015
Scheduler
MedXM
02.2014 - 07.2014
Member Service Representative
Automobile Club of Southern California
01.2012 - 03.2013
High School Diploma -
Robert A. Millikan Senior High School
05.2001 -
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