Liana Willett
Santa Clarita,CA
Summary
Warm and professional Customer Service Specialist with over ten years of experience in assisting guests. Exceptional skills in quickly resolving customer concerns, managing multiple tasks, and utilizing interpersonal skills to foster relationships with guests and colleagues. Highly organized and committed to finding new ways to exceed customer expectations with personalized service.
Overview
9
9
years of professional experience
Work History
Guest Service Specialist
Princess Cruises
04.2021 - 11.2022
- Greeted guests and responded to customer inquires.
- Delivered excellent customer service through quick problem resolution.
- Managed cruise reservations- adjusted existing bookings, created new reservations, and gave travel recommendations.
- Handled payment processing and emailed guest confirmations and travel itineraries.
- Assisted international guests in United Kingdom, Europe, Canada, and Mexico- being sensitive to time differences and regional booking policies.
- Assisted travel agents by modifying their client's existing reservations and created new bookings.
- Worked part-time on specialized Social Media Team to manage escalated customer complaints, calling these guests directly to quickly de-escalate situations and rectify issues to complete satisfaction.
Club Lounge Concierge
The Ritz-Carlton Bacara Hotel
06.2018 - 11.2018
- Welcomed guests and walked them through the features of the club.
- Made reservations for guests: transportation, spa treatments, dining, room service, and hotel activities.
- Served and waited on guests with refreshments and meals.
- Collaborated with different hotel departments to deliver luxury experiences for each guest.
- Developed relationships with guests in order to surprise and delight with complimentary gifts.
Dance Instructor and New Student Specialist
Arthur Murray Dance Studio
06.2017 - 06.2018
- Instructed group and private dance lessons in twelve different dance styles.
- Trained every week in dance technique and teaching strategies to provide quality instruction for students.
- Collaborated with fellow instructors to increase lesson count and student participation.
- Hosted weekly dance socials.
- Welcomed new students, evaluated their goals, and created and sold dance programs to meet their needs.
- Managed student showcase and performance timelines.
Office Assistant
Farmers Insurance Group
01.2016 - 06.2017
- Welcomed clients and alerted staff of scheduled appointments.
- Answered customer questions regarding policies, payments, and filing claims.
- Provided home, auto, and life insurance quotes.
- Processed payments and submitted documents.
- Managed and updated customer accounts.
- Managed customer complaints with empathy and provided effective solutions.
- Completed clerical tasks such as scheduling appointments, filing, copying, and distributing mail.
Adjunct Professor of Dance
The Master's University
03.2014 - 05.2016
- Instructed Kinesiology students in basics of ballroom dancing, movement, musicality, and teamwork.
- Evaluated student progress and created syllabus to improve technique.
- Encouraged students in appreciation, inspiration, and love for dancing.
- Utilized university online platform, to promptly answer student questions and post assignments and grades.
Education
Associate of Arts - Transfer Studies
College of The Canyons
Valencia, CASkills
- 10 years in Customer Service
- 3 years as Dance Educator
- Passionate about Health, Wellness, Fitness, and Customer Care
- Excellent and warm communicator
- Skilled at quick problem resolution
- Resourceful team player
- Proficient in Microsoft 365 and Google Workspace
- Typing Speed is 65 wpm
Hobbies
- Lifestyle of lifting weights, nutrition, and stretching
- Passion for Salsa and Bachata dancing
- Loves to travel internationally
Timeline
Guest Service Specialist
Princess Cruises
04.2021 - 11.2022
Club Lounge Concierge
The Ritz-Carlton Bacara Hotel
06.2018 - 11.2018
Dance Instructor and New Student Specialist
Arthur Murray Dance Studio
06.2017 - 06.2018
Office Assistant
Farmers Insurance Group
01.2016 - 06.2017
Adjunct Professor of Dance
The Master's University
03.2014 - 05.2016
Associate of Arts - Transfer Studies
College of The Canyons
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