Overview
Work History
Education
Skills
Timeline
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KEMBERLY MERCIER

San Marcos,TX

Overview

12
12
years of professional experience

Work History

Casino Sales and Support

Carnival Cruise Lines
01.2023 - Current
  • Enhanced employee productivity by developing and implementing comprehensive training programs.
  • Reduced support call volume by providing clear and concise user documentation for software applications.
  • Streamlined onboarding processes for new hires, ensuring seamless integration into company culture and systems.
  • Collaborated with cross-functional teams to identify knowledge gaps and develop targeted training solutions.
  • Resolved customer complaints regarding sales and service.
  • Cultivated strong professional relationships with guest while guiding them through the sales process.
  • Provided Travel Agents with the tools needed to be successful in assisting their clients through product
    knowledge.
  • Assisted direct guest and de-escalated calls

Personal Vacation Planner

Carnival Cruise Lines
07.2017 - 01.2023
  • Enhanced customer satisfaction by designing personalized vacation packages and itineraries.
  • Boosted client retention rates by providing exceptional support and follow-up communication.
  • Maximized sales revenue with well-researched recommendations for travel destinations, accommodations, and activities.
  • Streamlined the booking process to ensure a hassle-free experience for customers.
  • Delivered exceptional service level by listening to concerns and providing appropriate solutions.
  • Responded immediately to clients' questions, issues and complaints and found effective solutions when required.
  • Created travel itineraries and made adjustments to meet client specifications.
  • Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel
    budgets.
  • Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and
    knowledge to drive business development

Sales Associate

Macys Department Store
01.2012 - 07.2016
  • Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
  • Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
  • Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
  • Helped customers find specific products, answered questions and offered product advice.
  • Engaged customers in friendly, professional dialogue to determine needs.
  • Answered incoming telephone calls to provide store, products and services information.
  • Assessed customer needs to provide assistance and information on product features.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Assisted teammates with sales-processing tasks to meet daily sales goals

Education

Bachelor of Arts - Communications & Organizational Communication

Florida International University
Miami, FL
05.2016

Bachelor of Science - Political Science And Government

Broward College FIU
05.2013

Skills

  • Task Prioritization
  • Process Improvement
  • Change Management
  • Critical Thinking
  • Time Management
  • Problem Solving
  • Multitasking
  • Active Listening
  • Customer Service
  • Attention to Detail
  • Leadership Development
  • Client Retention
  • Relationship Building
  • Clear Communication

Timeline

Casino Sales and Support

Carnival Cruise Lines
01.2023 - Current

Personal Vacation Planner

Carnival Cruise Lines
07.2017 - 01.2023

Sales Associate

Macys Department Store
01.2012 - 07.2016

Bachelor of Arts - Communications & Organizational Communication

Florida International University

Bachelor of Science - Political Science And Government

Broward College FIU
KEMBERLY MERCIER