Ralph Wilson
Lakeland
Summary
Experienced customer service specialist with a proven track record in cruise-based client support roles. Recognized for delivering thoughtful guidance, responsive communication, and efficient problem-solving in fast-paced travel environments. Possesses strong interpersonal skills and consistently receives positive guest feedback while achieving goals effectively.
Overview
7
7
years of professional experience
Work History
Customer Support Advisor
Carnival Cruise Line
06.2022 - 03.2025
- Responded to pre-boarding inquiries, resolving booking and payment issues.
- Supported onboard guests with service requests and special accommodations.
- Documented guest feedback and collaborated with QA to improve experiences.
- Assisted with loyalty program enrollment and tier inquiries.
Travel Services Coordinator
MSC Cruises
02.2020 - 06.2022
- Assisted guests with new reservations, modifications, and cancellations.
- Liaised with vendors and departments to deliver seamless pre-cruise support.
- Encouraged add-on purchases such as beverage and spa packages.
- Maintained a high call resolution rate under company SLAs.
Cruise Booking Specialist
Disney Cruise Line
01.2018 - 01.2020
- Managed full booking lifecycle for both new and returning clients.
- Resolved travel documentation issues and special needs cases.
- Supported coordination of group bookings and incentive travel programs.
- Provided onboard planning support for excursions, dining, and events.
Education
High School -
Lake Gibson High School
Lakeland, FL01.2005
Skills
- Multi-Channel Guest Support
- CRM & Booking Systems
- Travel Documentation Guidance
- Upselling and Cross-Selling Techniques
- High-Stress Problem Resolution
- Cruise Loyalty Program Support
- CRM software
- Call handling
- Customer service excellence
- Shipping and receiving
- Customer success management
- Teamwork and collaboration
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Support Advisor
Carnival Cruise Line
06.2022 - 03.2025
Travel Services Coordinator
MSC Cruises
02.2020 - 06.2022
Cruise Booking Specialist
Disney Cruise Line
01.2018 - 01.2020
High School -
Lake Gibson High School
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