Ronald Higgins

Supervised a team of 17 specialists that handled inbound customer service escalated calls for multiple departments under the Guest Services umbrella in the call contact center.

• Professionally provided exceptional customer service and resolved guest complaints..
• Utilized effective communication skills in order to provide superior customer service.
• Coordinated with other departments to ensure guests needs were met promptly and efficiently
• Developed team members to help reach professional and personal goals.
• Conducted regular meetings with staff members to discuss upcoming events and promotions.
• Trained and supervised team members on proper customer service techniques
• Analyzed daily reports to identify areas of improvement within our department

Supervised a team of 18 Reservations Agents that handled inbound reservation support calls for guest that had existing cruise reservations.

• Trained new employees on company policies and procedures and work ethics.
• Supervised and coordinated activities of staff to ensure compliance with established policies and procedures and standards.
• Delegated task to team members according to individual strengths.
• Worked closely with upper management to develop department strategies for improving operational efficiencies.
• Assessed staff performance regularly , providing feedback and coaching as necessary to improve results.
• Notified employees of policy and procedure changes to promote over all compliance.
• Conducted employee evaluations and documented over all progress
• Conducted disciplinary action when needed in accordance with company policy.

Supervised a team of 27 specialist who worked as support for the Reservations Department assisting them by answering their questions in regard to policies and procedure for 6 departments.

• Provided exceptional customer service and professionally resolved guest complaints.
• · Utilized effective communication skills to provide superior customer service.
• · Coordinated with other departments to ensure guests needs were met promptly and efficiently.
• · Developed team members to help reach professional and personal goals.
• · Conducted regular meetings with staff members to discuss upcoming events and promotions.
• · Trained and supervised team members on proper customer service techniques.
• · Analyzed daily department reports to identify areas of improvement.

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Handled inbound calls for multiple departments from the Reservations Department that needed assistance with quoting policies and procedures pertaining to guest cruise reservations.

• Utilized problem solving abilities to troubleshoot agents and or customers issues promptly and professionally.
• Provided excellent customer service, demonstrating strong communication and interpersonal skills.
• Trained new agents on company policies, procedures, systems and processes.
• Successfully handled escalated calls with patience and understanding.
• Attended team meetings regularly to discuss challenges faced by department.
• Participated in ongoing training and development to enhance product knowledge and customer service skills.
• Managed incoming calls and emails to address customer needs and concerns.

Handled inbound calls for multiple departments from the Reservations Department that needed assistance with quoting policies and procedures pertaining to guest cruise reservations.

• Utilized problem solving abilities to troubleshoot agents and or customers issues promptly and professionally.
• Provided excellent customer service, demonstrating strong communication and interpersonal skills.
• Trained new agents on company policies, procedures, systems and processes.
• Successfully handled escalated calls with patience and understanding.
• Attended team meetings regularly to discuss challenges faced by department.
• Participated in ongoing training and development to enhance product knowledge and customer service skills.
• Managed incoming calls and emails to address customer needs and concerns.