Summary
Overview
Work History
Education
Skills
Certification
Software
Timeline
Generic

Melissa Makley

Oakland Park,FL

Summary

Proficient Office Coordinator successful at efficiently and accurately managing records and databases. Articulate communicator with natural leadership skills and team building expertise demonstrated through 30 years of experience in office environments. History of improving processes and increasing team efficiency. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

1
1
Certification
32
32
years of professional experience

Work History

Destination Management Coordinator and Charter Specialist

Silversea Cruises Ltd.
01.2017 - Current
  • Collaborate with Destination Management Companies to develop unique experiences around globe.
  • Build shore excursions in MXP Port Management software ensuring descriptions are accurate and intriguing.
  • Create Powerpoint presentations for product launch and sales webinars.
  • Maintain allotments for shore excursions and requested additional space as needed.
  • Coordinate directly with charter clients on customizing shore experiences program for their elite guests as well as special events shore side.
  • Negotiate favorable services with commission structures to ensure profitability.
  • Monitor trends and increase revenue generating opportunities.
  • Organized memorable and exquisite private experiences for high-level clients and business executives.

Special Services Agent

Silversea Cruises Ltd.
01.2015 - 01.2017
  • Generate manifest and voyage reports for 3 ships.
  • Request and process parental consent and infant waivers.
  • Request and process medical letters including fit to travel and pregnancy.
  • Coordinate group functions such as cocktail parties, special events.
  • Researching and resolving shipboard related issues such as special requests, general inquiries.
  • Field questions from reservations and travel agents regarding onboard services.
  • Carried out day-day-day duties accurately and efficiently

Reservations Sale Agent

Silversea Cruises Ltd.
01.2014 - 01.2015
  • Make new bookings, service existing bookings.
  • Process payments, name changes, voyage changes, cancellations.
  • Assist and troubleshoot online tool within company website.
  • Handles reservations inquiries and provide assistance with email correspondences.
  • Provide general information– itineraries, amenities, rates, special promotions, special.
  • Amenities and shore programs.
  • Issue confirmations of transactions and requests for documentation.
  • Communicate with other department on special requests from guests such as hotels and land.

Customer Care Coordinator

Goodall Homes
Gallatin, TN
01.2007 - 01.2013
  • Achieved long-term business objectives by analyzing customer feedback for process improvements.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Daily decision-making involving customers, trades and departmental issues.
  • Answered calls and emails daily, addressing customer inquiries, solving problems and providing product information.
  • Maintained construction organizational chart outlining status of all new home builds and spec homes.
  • Maintained and reported monthly budget requirements and expenses.
  • Defused customer concerns with exceptional conflict and problem resolution skills.
  • Scheduling field reps and trade partners assignments.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.

Customer Care Supervisor

The Mark Travel Corporation
Orlando, FL
11.1988 - 10.2006
  • Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction
  • Monitor real time schedule adherence through Central Monitoring System (CMS).
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Developed new employees and on-going performance assessment of current employees.
  • Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
  • Applied best practices in customer service, sales and employee management to exceed organizational goals.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.

Education

High School Diploma -

Lake Howell High School
Winter Park, FL

Skills

Policy and procedure modificationundefined

Certification

Communicating about Culturally Sensitive Issues- February 2021

Software

Microsoft Office

Timeline

Destination Management Coordinator and Charter Specialist

Silversea Cruises Ltd.
01.2017 - Current

Special Services Agent

Silversea Cruises Ltd.
01.2015 - 01.2017

Reservations Sale Agent

Silversea Cruises Ltd.
01.2014 - 01.2015

Customer Care Coordinator

Goodall Homes
01.2007 - 01.2013

Customer Care Supervisor

The Mark Travel Corporation
11.1988 - 10.2006

High School Diploma -

Lake Howell High School

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Melissa Makley