Rondria Maycock
Fort Lauderdale,FL
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
20
20
years of professional experience
Work History
Mortgage Administrator
The Berkley Group
Fort Lauderdale, FL
08.2017 - Current
- Contacts customers via phone, email and mail to collect payments
- Submits payments for processing via Concord, update payment information
- Verify and update customer information
- Communicates information to customers involving mortgage, loans balances, interest rates and fee
- Report accounts to Experian once 90 day delinquency
- Skip accounts for tracing to obtain new contact information
- Insures customer correspondence is submitted to the document Imaging clerk for retention purposes and insures proper disposal of documents containing sensitive information
- Answers incoming service calls during high volume periods and respond
Corporate Event Planner
Royal Caribbean Cruise Lines and Celebrity Cruises
Miramar, FL
04.2015 - 06.2016
- Negotiate to secure on-board venue space
- Coordinate audio/visual requirements, offered food and beverage options
- Reviewed all aspects of group contracts, including verification of stateroom inventory, pre-approved venue confirmations, amenities, air requirements, hotel packages, accounting invoices, documentation, payments, commission refunds, and manifests
- Resolved service-related problems in a timely manner
- Sought to up sell on-board amenities and packages to corporate clients throughout the life of the contract
- Liaison with on-board revenue teams for Shore-Excursions, Spa, Food and Beverage, Specialty Restaurants, Internet and photo to drive pre-cruise sales
Resolution Sailing Specialist
Royal Caribbean Cruise Lines and Celebrity Cruises
Miramar, FL
06.2007 - 04.2015
- Researched and resolved pre-cruise accounting concerns
- Answered questions and coached internal customers regarding accessing the latest and most correct information, using appropriate internal resources and effectively working within company information systems
- Made decisions regarding the offering of special faring and approves/denies exceptions to company guidelines, upgrades or other inducements to ensure continued guest satisfaction
- Received and handled escalated calls transferred from group agents for the purpose of diffusing conflict and ensuring customer satisfaction
- Routinely coordinates with company-wide internal departments including Revenue, Guest Flight Operations, Air/Sea, Documentation, Accounting, Sales, Hotel Operations, Executive Customer Service, for service resolutions
Senior Partner Advocate
Royal Caribbean Cruise Lines and Celebrity Cruises
Miami, FL
12.2005 - 06.2007
- Serviced Top Accounts to provide an all in one access service area within the cruise organization in a one-stop platform
- Handled inbound and outbound calls, emails, faxes and regular mail from travel partners
- Processed a high volume of basic routine transactions for all group types, including allocating and maintaining cabin inventory, air gateways, pre and post hotel packages, and dining assignments, entering manifests, and applying payments
- Investigated travel agent complaints on bookings, produce, service, billing, air, credit, or pre/post vacation experiences
Partner Advocate
Royal Caribbean Cruise Lines and Celebrity Cruises
Miami, FL
06.2004 - 12.2005
- Anticipated the needs of assigned accounts and advised them of opportunities to sell additional business
- Made decisions regarding exceptions to policy that make good sense and are within established guidelines, and continuously sought new and innovative ways to maximize the business
- Addressed problems, complaints, requests and resolved by phone or through written correspondence according to response guidelines and Quality Assurance metrics
- Reviewed all aspects of group files, including verification of stateroom inventory, air requirements, hotel packages, accounting invoices, payments, manifests and documentation
Education
High school diploma - General Studies
Miami Northwestern Senior High
Miami, FL06.2000
Skills
- Customer service
- Time management
- Computer literacy
- Communication skills
- Proficient in Microsoft Word
- Documentation review
- Leadership
- Event Planning
- Customer Support Specialist
- Sales-Driven Customer Support
- Concord system
- Accurint search
- Collections
- Siebel
- Team Building
- GUI system
- Avaya
- Problem Resolution
- Payment Collection
- Refinancing options
Languages
English
Professional
References
References available upon request.
Timeline
Mortgage Administrator
The Berkley Group
08.2017 - Current
Corporate Event Planner
Royal Caribbean Cruise Lines and Celebrity Cruises
04.2015 - 06.2016
Resolution Sailing Specialist
Royal Caribbean Cruise Lines and Celebrity Cruises
06.2007 - 04.2015
Senior Partner Advocate
Royal Caribbean Cruise Lines and Celebrity Cruises
12.2005 - 06.2007
Partner Advocate
Royal Caribbean Cruise Lines and Celebrity Cruises
06.2004 - 12.2005
High school diploma - General Studies
Miami Northwestern Senior High
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