Summary
Overview
Work History
Education
Skills
Timeline
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Sharece Moment

Homestead,FL

Summary

Knowledgeable and dedicated customer service professional with extensive experience in retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience

Work History

Cruise Vacation Specialist (Remote)

Carnival Cruise Lines
04.2024 - Current
  • Worked closely with clients to plan special events aboard cruises such as weddings, anniversaries, or corporate functions.
  • Negotiated exclusive deals with suppliers, securing competitive rates and added-value amenities for clients.
  • Organized group bookings, managing logistics and coordinating with multiple parties for seamless travel arrangements.
  • Enhanced customer satisfaction by providing personalized cruise planning and booking services.
  • Provided ongoing support throughout the entire booking process, from initial inquiry through post-trip follow-up communication.
  • Delivered exceptional customer service, addressing client concerns with empathy and understanding.
  • Conducted thorough research on cruise destinations and itineraries to provide accurate information and recommendations to clients.
  • Helped clients navigate travel insurance, ensuring they had the appropriate coverage for their specific needs and circumstances.
  • Managed complex itinerary changes efficiently while minimizing disruption to client''s plans or budget constraints.
  • Attended industry events and participated in educational opportunities to continually expand expertise in the cruise market.
  • Maintained a AHT of 700-850 seconds.
  • Maintained Commitment Adherence of 90% or better.
  • QA score 90% or better.
  • Net conversion 25% of better.

Recruitment Specialist (Remote)

Footlocker
06.2023 - Current
  • Promptly corresponded with applicants and coordinated and conducted interviews.
  • Provided exceptional candidate experience throughout the recruitment process, maintaining consistent communication and transparency.
  • Maintained an updated database of potential candidates for future opportunities, allowing for quick access to a qualified talent pool.
  • Managed multiple requisitions simultaneously while maintaining attention to detail and excellent organizational skills.
  • Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
  • Analyzed recruitment metrics regularly to identify trends and areas for improvement in sourcing strategies or processes.
  • Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
  • Reduced time-to-hire with a focus on targeted candidate outreach and timely follow-ups with both candidates and hiring managers.
  • Conducted comprehensive interviews to assess candidate qualifications and cultural fit within the organization.
  • Enhanced candidate pool by proactively sourcing qualified applicants through various channels, such as social media, job boards, and networking events.

Customer Service Representative (Remote)

Wawa
11.2021 - 06.2023
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Employee Service Representative (Remote)

Bealls Florida
08.2019 - 11.2021
  • Served as a liaison between employees and management, fostering open lines of communication for addressing concerns promptly.
  • Collaborated with management to develop strategies for addressing employee concerns, resulting in a more positive work environment.
  • Answered management and employee questions, interpreted contracts and resolved issues.
  • Analyzed exit interview data to identify trends in employee dissatisfaction, informing strategic efforts to improve overall morale.
  • Provided ongoing coaching to managers regarding best practices in employee relations, resulting in stronger leadership skills across the organization.
  • Conducted regular audits of personnel files to ensure compliance with company policies and legal requirements.
  • Developed and delivered training sessions on topics such as diversity, harassment prevention, and workplace ethics, promoting a culture of inclusion and respect.
  • Reduced turnover rates by identifying areas of concern and addressing employee issues proactively.



Store Manger

Bealls Outlet
02.2017 - 08.2019
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Maximized sales by creating innovative visual merchandising displays and store layouts.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Approved regular payroll submissions for employees.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.

Education

Associate of Arts - Mass Communication

Miami Dade College
Miami, FL
05.2008

Skills

  • Exceptional communication
  • Organizational abilities
  • Travel planning expertise
  • Cultural Awareness
  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Conflict Resolution
  • Scheduling
  • Follow-up skills
  • Product Knowledge
  • Paperwork Processing
  • Appointment Scheduling
  • Team Development
  • Documentation
  • Administrative Support
  • Team Leadership
  • Time Management
  • Verbal and written communication
  • Staff Training and Development
  • Performance Evaluations
  • Key Performance Indicators

Timeline

Cruise Vacation Specialist (Remote)

Carnival Cruise Lines
04.2024 - Current

Recruitment Specialist (Remote)

Footlocker
06.2023 - Current

Customer Service Representative (Remote)

Wawa
11.2021 - 06.2023

Employee Service Representative (Remote)

Bealls Florida
08.2019 - 11.2021

Store Manger

Bealls Outlet
02.2017 - 08.2019

Associate of Arts - Mass Communication

Miami Dade College

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Sharece Moment