Nanette Richter
Deerfield Beach,FL
Summary
Results-driven Sales and Customer Service Specialist focused on driving business success through effective CRM management, strategic upselling, and strong multitasking abilities. Exceptional communicator with proven skills in time management, administration, and delivering outstanding customer experiences.
Overview
20
20
years of professional experience
Work History
Getaway Specialist
Margaritaville at Sea
09.2022 - Current
- Managed inbound and outbound sales calls in a fast-paced call center, both on-site and remotely, assisting customers with booking cruise vacations across a three-ship fleet.
- Used Kapture CRM to manage reservations, payments, and customer data.
- Increased revenue through strategic upselling of cabin upgrades, onboard packages, shore excursions, and cruise-and-stay packages.
- Provided end-to-end booking support including itinerary guidance, payment processing, and post-booking service.
- Recognized with multiple customer “kudos calls” to management for exceptional service and sales support.
CLIENT SERVICES REPRESENTATIVE/RMA SPECIALIST
Sts Inks
03.2016 - 09.2022
- Coordinated customer orders from placement through fulfillment, assisting with inquiries, processing payments, and managing order pickups to ensure a smooth customer experience.
- Streamlined the returns process by receiving, inspecting, documenting, and presenting returned items to company leadership for review and resolution.
- Approved and organized production work orders while collaborating with the Production Department to maintain efficient workflow and meet order deadlines.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
CLIENT SERVICES REPRESENTATIVE
Cruise.com
01.2015 - 05.2016
- Handled high-volume inbound sales and service calls in a remote call center, converting inquiries into booked cruise vacations.
- Sold a wide range of major and luxury cruise lines, matching travel packages to client preferences to maximize booking value.
- Consistently increased revenue through upselling cabin upgrades, travel insurance, pre/post-cruise hotel stays, and shore excursions.
- Provided end-to-end booking support, guiding clients through cruise selection, itinerary planning, and reservation completion to drive customer satisfaction and repeat business.
- Completed multiple cruise line product training courses and participated in ship inspection tours to enhance product knowledge.
CLIENT SERVICE REPRESENTATIVE
WMPH Vacations
09.2006 - 09.2014
- Handled high-volume inbound calls in a call center, providing exceptional service and support for clients booking cruise vacations.
- Assisted team members and sales representatives with client inquiries, upsells of cabin upgrades, extended stays, and shore excursions.
- Managed escalated client issues, ensuring timely resolution and maintaining high customer satisfaction.
- Entered and maintained bookings using WinCruise and Softrip CRM reservation systems while processing client payments via cruise line platforms.
- Coordinated correspondence, including incoming faxes, emails, and mailroom shipments via UPS and FedEx.
- Supported management and accounting teams with ad hoc tasks and administrative projects.
- Interviewed, onboarded, and trained new employees to ensure team competency and adherence to company standards.
- Conducted one-on-one client consultations to provide personalized travel solutions and maintain strong client relationships.
- Completed multiple cruise line product training courses and participated in ship inspection tours to enhance product knowledge.
- Recognized by clients through appreciation letters and calls for outstanding service and travel support.
Education
High School Diploma -
Coral Springs High School
Coral Springs, FL06-1995
Skills
Customer Relations & Relationship Building
Customer Relationship Management (CRM)
Effective Communication & Professionalism
Problem-Solving & Quality Assurance
Multitasking & Time Management
Teamwork & Collaboration
Continuous Improvement
Proficient in Microsoft Word
Timeline
Getaway Specialist
Margaritaville at Sea
09.2022 - Current
CLIENT SERVICES REPRESENTATIVE/RMA SPECIALIST
Sts Inks
03.2016 - 09.2022
CLIENT SERVICES REPRESENTATIVE
Cruise.com
01.2015 - 05.2016
CLIENT SERVICE REPRESENTATIVE
WMPH Vacations
09.2006 - 09.2014
High School Diploma -
Coral Springs High School