Laquita Washington
Miami,FL
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
6
6
years of professional experience
Work History
Guest Access Virtual Agent
Carnival Cruise Line
Miramar, FL
07.2019 - Current
- Answered live online chats to give quick answers and solve problems faster.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Documented and updated customer records in AWS to record interactions and facilitate follow-up.
- Helped customers navigate website to order online for added convenience and access to larger inventory.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Managed over 50 customer calls per day.' or, "Increased sales by 10%".
Guest Access Agent
Carnival Cruise Line
Miramar, FL
01.2017 - 07.2019
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
Guest Solutions
Carnival Cruise Line
Miramar, FL
08.2016 - 01.2017
- Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
- Implemented corrective actions to fix root causes of various issues.
- Scheduled appointments for further services.
Education
Associate of Business Administration - Business Administration And Management
Miami Dade College
Miami, FLHigh School Diploma -
Miami Northwestern Senior High School
Miami, FL06.2002
Skills
- Data Entry and Maintenance
- Filing and data archiving
- Multi-line phone proficiency
- Bookkeeping
- Time management
- Problem-solving
- Strong Telephone Etiquette
- Resource Coordination and Allocation
- Call Center Operations
- Computers and Technology
- Office Equipment Operation
Accomplishments
- Collaborated with team of 20 in the development of Freedom Project.
- Documented and resolved issues which led to my promotion within the company.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Guest Access Virtual Agent
Carnival Cruise Line
07.2019 - Current
Guest Access Agent
Carnival Cruise Line
01.2017 - 07.2019
Guest Solutions
Carnival Cruise Line
08.2016 - 01.2017
Associate of Business Administration - Business Administration And Management
Miami Dade College
High School Diploma -
Miami Northwestern Senior High School
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