KEMBERLY MERCIER
San Marcos,TX
Overview
12
12
years of professional experience
Work History
Casino Sales and Support
Carnival Cruise Lines
Remote
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
Remote
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
Miami, FL
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, FL05.2016
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