Natasha Brown
Miami
Summary
Highly skilled Agent with a background in managing complex situations. Possess strong de-escalations skills, ability to handle high-pressure environments and maintain confidentiality. Demonstrated success in building trustful relationships with clients, improving sales performance and ensuring customer satisfaction. Have contributed significantly to previous work environment through strategic planning and efficient problem-solving abilities.
Overview
5
5
years of professional experience
Work History
RESOLUTION AGENT
Carnival Cruise Line
2023.11 - Current
- Managed large influx of escalated inbound calls from both travel agents and direct guests effectively
- Assist internal agents with complex situations by providing guidance and expertise.
- Utilized available resources to effectively locate information and collaborated with relevant departments to successfully find resolutions
- Handle customer complaints promptly and professionally, resolving issues to maintain client satisfaction.
- Made reasonable exceptions for guests and company under extenuating circumstances
- Handled a wide range of customer interactions including processing and resolving basic inquiries and making necessary booking changes.
- Reviewed and offered valuable feedback for colleague's work, supporting continuous improvement within the department.
CORPORATE TRAVEL CONSULTANT
Land O Lakes Travel
2019.08 - 2022.11
- Managed complex domestic and international travel arrangements, ensuring smooth and seamless experiences for business travelers
- Booked travel for business clients utilizing Sabre, Apollo, and Amadeus GDS platform
- Worked with clients to determine their traveling needs via email
- Guided clients on the appropriate styles of transportation, travel dates, costs, and accommodations
- Resolved travel issues, complaints, and refunds.
Education
Bachelor of Science - Occupational Therapy
Keiser Career College - Pembroke Pines
Hollywood, FL01.2025
Associate of Science - Biomedical Sciences
University of South Florida
Tampa, FL05.2022
High School Diploma -
William H. Turner Technical Arts High School
Miami, FL06.2012
Skills
- Conflict de-escalation techniques
- Problem Solver
- Detail Oriented
- Multi-tasking
- CCL Systems (Navigator, Qterm, Launchpad, Avaya)
- Microsoft Office (Excel, Word, Outlook, Teams)
- GDS System
- CRM
Timeline
RESOLUTION AGENT
Carnival Cruise Line
2023.11 - Current
CORPORATE TRAVEL CONSULTANT
Land O Lakes Travel
2019.08 - 2022.11
Bachelor of Science - Occupational Therapy
Keiser Career College - Pembroke Pines
Associate of Science - Biomedical Sciences
University of South Florida
High School Diploma -
William H. Turner Technical Arts High School
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