Shalini Patel
Cape Canaveral,FL
Summary
Recent graduate and compassionate Massage Therapist with sincere and warm approach to massage. Contributes to a supportive team environment. Dedicated to promoting health, healing and well-being through therapeutic massage remedies. Empowers and supports clients dealing with stress and physical ailments.
Overview
10
10
years of professional experience
Work History
Personal Cruise Consultant
Norwegian Cruise Line
05.2023 - 11.2024
- Managed approximately 30 incoming and outgoing calls, emails, and chats per day from guests.
- Contributed to positive team dynamics by sharing insights on new offerings and fostering collaboration among colleagues for improved results.
- Coordinated with cruise lines to arrange special requests or accommodations for clients, ensuring a personalized experience onboard.
- Conducted thorough research to identify new cruise offerings and promotions, ensuring current information for client consultations.
- Managed a diverse portfolio of clients, assessing individual needs and providing customized solutions for memorable cruise experiences.
Full-Service Agent Plus, Supervisor
World Travel Holdings
04.2022 - 02.2023
- Successfully aided agents with bookings, payment issues, de-escalating guest issues.
- Consistently maintained a calm, empathetic demeanor while speaking with upset and sometimes irate customers over the phone.
- 100% success rate in procuring vendors regarding booking issues and escalating the issue when necessary.
- Frequently aided training manager to train and supervise new agents on live calls with their bookings, service calls and at times difficult guests.
Full-Service Agent, Customer Service Representative
World Travel Holdings
04.2018 - 05.2022
- Delivered exceptional customer service, addressing inquiries and resolving issues efficiently.
- Assisted clients with inquiries, resolving issues promptly and professionally for improved client relations.
- Elevated the overall customer experience by consistently delivering personalized, attentive service which resulted in a satisfaction score of 95% or higher.
- Participated in regular meetings to discuss performance metrics, identify areas for improvement, and develop strategies to achieve goals.
- Managed high call volumes while maintaining excellent customer service standards for prompt issue resolution.
Customer Service Rep / Travel Agent Sales Rep
Carnival Cruise Lines
07.2014 - 03.2018
- Exceeded expectations when giving aid to travel agents, with enthusiasm for the brand, in booking cruise vacations for clients.
- Consistently provided the highest level of service to loyal agents who get in touch with Carnival to enable repeat business, resulting in a satisfaction score of 95% or higher.
- Smoothly maintained calmness and empathy in tense situations, such as natural disasters and customer disputes.
- Always able to garner customer and travel agent needs to find the best location, itinerary, ships, etc., and close the sale of the cruise booking.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Graduate Certificate - Massage Therapy
Alpha School of Massage/The Fix Therapy Place
Melbourne, FL04-2026
A.A.S. - Occupational Therapy
Delaware Technical and Community College
Wilmington, DE06-1998
Skills
- Modalities: Hot Stone, Cupping therapy
- Massage Techniques: Swedish Massage, Deep Pressure, Prenatal, Trigger Point, Aromatherapy
- Soft Skills: Customer Service, Client Assessment, SOAP Notes, Anatomy & Physiology knowledge
- Relationship building
- Customer relations
- Attention to detail
- Scheduling
- Teamwork and collaboration
- Performance improvement
Affiliations
Active Member of the AMTA
Member of ABMP
Active Member and follower of BAPS and BAPS Charities
Timeline
Personal Cruise Consultant
Norwegian Cruise Line
05.2023 - 11.2024
Full-Service Agent Plus, Supervisor
World Travel Holdings
04.2022 - 02.2023
Full-Service Agent, Customer Service Representative
World Travel Holdings
04.2018 - 05.2022
Customer Service Rep / Travel Agent Sales Rep
Carnival Cruise Lines
07.2014 - 03.2018
A.A.S. - Occupational Therapy
Delaware Technical and Community College
Graduate Certificate - Massage Therapy
Alpha School of Massage/The Fix Therapy Place