Jodi Harris-Rivero
Melbourne,Florida
Summary
Results-driven hospitality professional with 28 years of experience in call center operations, team supervision, and reservations management. Skilled in resolving escalated guest concerns and providing executive support, including direct communication with executive leadership. Demonstrated leadership in fostering guest satisfaction and implementing effective solutions.
Overview
28
28
years of professional experience
Work History
Guest Care Loss Prevention & Security Liaison
Carnival Cruise Line
Miami, FL
10.2021 - 02.2026
- Managed and resolved escalated guest complaints involving loss prevention and security matters with professionalism and discretion.
- Liaised with guests, shipboard teams, security departments, and corporate leadership to address and resolve guest concerns effectively.
- Investigated and documented guest incident claims, ensuring adherence to company policies and timely resolution.
- Demonstrated sound judgment in high-pressure situations requiring conflict resolution and risk mitigation.
- Maintained comprehensive case documentation and coordinated follow-up actions to ensure prompt resolution.
- Provided executive-level support by handling escalated calls and drafting formal email responses on behalf of senior leadership, including the CEO.
Call Center Supervisor (Team of 28 Agents)
Carnival Cruise Line
Miami, FL
04.2008 - 07.2020
- Led guest service team to deliver exceptional customer experiences.
- Fostered positive, high-performance team environment focused on guest satisfaction.
- Conducted training sessions and performance evaluations.
- Assisted with escalated customer concerns and provided real-time support to agents.
- Conducted training sessions and performance evaluations.
Reservations Specialist – Groups & Individual Bookings
Carnival Cruise Line
Miami, FL
07.1998 - 04.2008
- Coordinated individual and group cruise reservations to meet client needs effectively.
- Delivered high-quality customer service while meeting sales and productivity targets.
- Delivered product knowledge and booking support, enhancing client satisfaction and decision-making.
- Verified booking documentation and processed payments accurately, ensuring seamless customer transactions.
- Assisted in planning and executing onboard guest activities and events.
Education
High School Diploma -
Florida Christian School
Miami, FL05-1991
Skills
- Loss Prevention
- Security Coordination
- Escalation Management
- Guest Relations
- Executive-Level Communication
- Team Leadership
- Coaching
- Conflict Resolution
- Independent Problem Solving
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Data Entry
References
References available upon request.
Timeline
Guest Care Loss Prevention & Security Liaison
Carnival Cruise Line
10.2021 - 02.2026
Call Center Supervisor (Team of 28 Agents)
Carnival Cruise Line
04.2008 - 07.2020
Reservations Specialist – Groups & Individual Bookings
Carnival Cruise Line
07.1998 - 04.2008
High School Diploma -
Florida Christian School