Kim Brown
Wichita
Summary
To enhance my skills and experience within Leadership and Customer Service that will benefit me in my career development.
Overview
22
22
years of professional experience
Work History
Senior STAR Team Lead
Royal Caribbean & Celebrity Cruises
11.2022 - Current
- Train and coach our Cruise Representatives/Remote Agents
- Review QA's
- Assist our Management Team, hold briefings, and handle escalated issues from our top accounts.
- Work well in a team setting, providing support and guidance.
- Demonstrate respect, friendliness, and willingness to help wherever needed.
- Demonstrate strong organizational and time management skills while managing multiple projects.
Celebrity Senior STAR Advocate
Royal Caribbean & Celebrity Cruises
04.2014 - 11.2022
- Escalations, accounting, emails for the STAR desk, correspondence issues, meeting space for groups, reports, redeployments, work closely with Revenue/DSM/BDM, assist STAR agents, and assist with online chats.
Celebrity STAR Advocate
Royal Caribbean & Celebrity Cruises
02.2006 - 04.2014
- Assisting our Top accounts with Reservations and Groups, handling Loyalty, Cruisetours, Flights by Celebrity, Customer Service, Correspondence, Emails, In and Outbound calls to our Travel Partners and guests
- Better known as the One Stop Shop, resolving all issues in one department.
UK Support Desk
Royal Caribbean & Celebrity Cruises
01.2013 - 01.2014
Customer Service/Resolutions (RRS)
Royal Caribbean & Celebrity Cruises
04.2005 - 02.2006
Agent Assist
Royal Caribbean & Celebrity Cruises
10.2004 - 04.2005
Xpedition Specialist
Royal Caribbean & Celebrity Cruises
11.2003 - 10.2004
Special Services
Royal Caribbean & Celebrity Cruises
03.2003 - 11.2003
Reservation Sales
Royal Caribbean & Celebrity Cruises
12.2002 - 03.2003
Education
High School Diploma -
Metro Boulevard High School
Wichita, KS05.2001
Skills
Coaching and Mentoring
Problem-Solving
Team Supervision
Performance Improvement
Accomplishments
- Traveled several times to Canada and Boston for Trade Shows.
- Awarded the Commodore Award
- Million Dollar Club Award (Revenue)
Volunteer Experience
- Volunteer work with United Way
- Big Brothers and Sisters
- Energizer Committee at Royal Caribbean
- Engagement Committee for Celebrity Cruises STAR Team
Timeline
Senior STAR Team Lead
Royal Caribbean & Celebrity Cruises
11.2022 - Current
Celebrity Senior STAR Advocate
Royal Caribbean & Celebrity Cruises
04.2014 - 11.2022
UK Support Desk
Royal Caribbean & Celebrity Cruises
01.2013 - 01.2014
Celebrity STAR Advocate
Royal Caribbean & Celebrity Cruises
02.2006 - 04.2014
Customer Service/Resolutions (RRS)
Royal Caribbean & Celebrity Cruises
04.2005 - 02.2006
Agent Assist
Royal Caribbean & Celebrity Cruises
10.2004 - 04.2005
Xpedition Specialist
Royal Caribbean & Celebrity Cruises
11.2003 - 10.2004
Special Services
Royal Caribbean & Celebrity Cruises
03.2003 - 11.2003
Reservation Sales
Royal Caribbean & Celebrity Cruises
12.2002 - 03.2003
High School Diploma -
Metro Boulevard High School
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