Kim Swenson
Seattle,WA
Summary
Dedicated customer service representative with a proven track record of maintaining high levels of customer satisfaction and contributing to the overall success of the company. Skilled in effectively resolving customer issues and providing exceptional support. Demonstrated ability to build strong relationships with customers, ensuring their needs are met and exceeded. Committed to delivering top-notch service and continuously improving customer experiences.
Overview
20
20
years of professional experience
Work History
Cruise Specialist suport specialists
Cruise Specialist Travel Agent
10.2022 - Current
- Primary first conact of Cruise specialist , I answer calls to incoming calls, transfer calls to agents getting important information regarding the issue to them
- Looking guest up in our online reservation system, to verify informiation
- Handleing all infoming mail , Fed ex , Priority mail, and also out going mail
- Scanning and faxing outgoing mail to guest and agents in a timley matter
- Helping the group and hosted party with special mailing, special projects uptaining to their cruise and vacation
Customer service representative and pet scheduale
Lien Animal Clinic
08.2021 - 10.2022
- Scheduled appointments for patiendts pets, wellness, sick, visits, surgery , outpatient appointments
- Answered incoming and outgoing calls for Lien Animal Client, trouble shooting pets needs, clients medication needs as well as taking refills, accounting calls
- Assisting with gathering information for a team fo 4 Dr and assistance team for the wellbeing of pets, checking pets and parents in and out of the occiece, weighing , communication needs to Dr assistance
- Calling reminders calls, Surgery day prior instructions, sendign out check in information for appointmetns
onboard event specialists
Cruise specialist
02.2018 - 08.2020
- Weekly Meetings with other departments to discuss Special Projects, Group Tasks, created calendars, used MS Publisher
- Making sure to give each guest excellent care and ensuring that each guest needs are met
- Answering incoming and outgoing calls from guests, helping with their accounts, assisting with any problems, trouble shooting, making sure to give each guest excellent care
- Ensure that we have current information for their cruise and all paperwork match both written and verbal, in a professional manner
- Assisting guests with needs, research a solution, example calling guest back regarding important example, where the Group hotel would be, what transportation was being used
Inside sales Support
Holland America
10.2016 - 08.2017
- I listened to the concerns, questions, and gave feedback in a professional manner, giving updated information so that they could pass this on to their guest
- Finding solutions to group bookings and financial needs of the agency by collaborative discussions with another department
- Keeping with the company integrity and profitability I showed empathy to the agents needs as well and the companies
- I did not take saying no personal and kept a clear head on my shoulders
- Providing most recent sales pricing, promotions and deals while looking at the whole picture of the needs of the agency and our company
Shore Excursion Expert
Holland America Line
05.2015 - 10.2016
- Explaining to the guest each of the shore excursions for their cruise, answering the guest questions, adding items to their account, listening to their needs, and offering solution
- Speaking to Tour operators via email or phone if needing more space for the tour, Meeting with onsite tour sales manager to find out solutions to an over booked tour
- Finding out what the guest enjoys, wants, and why after listening to the guest, taking notes, relaying back to them in a manner that they can understand and decide on the tour
- Spoke in a professional manner, speaking with confidence as I gave information to the guest over phone and email
Ship Service Coordinator
Holland America Line
09.2006 - 05.2015
- Answered incoming calls regarding detailed questions about the ship and their account, taking orders over the phone for guest, Troubleshooting issues
- Placing myself in the guest's shoes while answering their questions (even if they were oh so small, ) listening and de-escalating calls when guest where upset
- Speaking to the guest with confidence, clarity of the problem and topic guest may bring up in our conversation over the phone or email
- Assisting guest with difficult situations such as cancelling cruise, emergency contact of guest on board, missing funds on account, dietary needs, I listened to how their state of mind was and adjusted my word voice words and voices to their mood
Reservation Agent/ Lead Line
Holland America Line
11.2004 - 09.2006
- Answering incoming calls regarding their vacation, selling, and answering question about their cruise
- Listening to what the guest really wants to get out of their cruise, listening to what their interest are, asking open ended question to really hear what they want
- Example - someone may want to go on a vacation, do they like cold or hot or culture
- Booking Guest with Insurance, Air, Transportation
- Listen to guest needs, troubleshooting the obstacles that may come up on the phone call or email
Education
Associate of Arts - Psychology
Travel School of Bellevue
Bellevue, WAHigh School Diploma -
Seattle Central College
Seattle, WASkills
- ACCOUNTING
- SALES
- ORGANIZATION SKILLS
- PROBLEM SOLVER
- CUSTOMER SERVICE
- Microsoft Excel
- Microsoft Office
- Microsoft Outlook
- Sales Support
- Inside Sales
- Microsoft Publisher
- Telecommunication
- Multi-line phone systems
- Clerical experience
- Phone etiquette
- Customer service expert
- Travel sales
- Active listening skills
- Travel booking
- Strong organization skills
- Microsoft Suite expert
- Creative problem solver
- Telecommunication skills
- Adaptive team player
- Appropriate accounting skills
- Problem-solving abilities
- Multitasking
- Reliability
- Administrative tasks
Timeline
Cruise Specialist suport specialists
Cruise Specialist Travel Agent
10.2022 - Current
Customer service representative and pet scheduale
Lien Animal Clinic
08.2021 - 10.2022
onboard event specialists
Cruise specialist
02.2018 - 08.2020
Inside sales Support
Holland America
10.2016 - 08.2017
Shore Excursion Expert
Holland America Line
05.2015 - 10.2016
Ship Service Coordinator
Holland America Line
09.2006 - 05.2015
Reservation Agent/ Lead Line
Holland America Line
11.2004 - 09.2006
High School Diploma -
Seattle Central College
Associate of Arts - Psychology
Travel School of Bellevue
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