Sharon Kirby
Eugene,OR
Summary
Professional customer service expert with focus on delivering exceptional support and resolving issues efficiently. Known for strong team collaboration and adaptability to changing needs. Skilled in communication, problem-solving, and maintaining customer satisfaction. Reliable and results-driven, always aiming to achieve positive outcomes.
Overview
33
33
years of professional experience
Work History
Shoreside Group Representative
Royal Caribbean Group
11.2011 - 02.2025
- Managed workload of 1000 + groups from creation, to sailing termination using excellent time management and organizational skills
- Resolved group issues, managed routine and out of the ordinary requests, selected to manage groups with complex issues
- Interacted with internal departments to ensure a great cruise for guests and travel advisors
- Establishes an excellent business relationship with assigned agencies, by email, incoming and outbound calls, to advocate for RCCL, agencies and guests within RCCL policies'
- Subject Matter Expert for group agents' training class, assisted with agents transition from class to the call center floor
- Provide information and direct guests and travel partners to appropriate area for resolution by utilizing RCCL databases
- Quote prices, make reservations, research inquiries, and provide resolution within Royal Caribbean guidelines and policies for Travel Partners and guests
- Remain courteous and calm with Travel Partners and guests during customer displeasure
- Assist travel partners and guests using - Live Chat
- Comply with Royal Caribbean policies and procedures and attend all opportunities for training
Credit Card Processing Sales
Eliot Management Group
01.2010 - 12.2011
Sales Associate
Bi-Mart
01.2009 - 12.2010
Package Handler Holiday Season
UPS
01.2008 - 12.2009
Manager
Nordstrom
01.1992 - 12.2008
- Managed departments with annual revenues of $1.4 million to $5+ million
- Managed inventory bi-annually for department and monthly product counts
- Built sales volume through focused productivity training, visual merchandise presentations and exceptional customer service
- Rack opening: exceeded fiscal plan by 10%, increases over 10% for four consecutive years, in the top ten department corporately for 5 years
- Managed daily store operations in the store manager’s absence
- Recruited, interviewed, hired, trained, and completed annual evaluations of sales associates and assistant managers
- Ensured the resolution of customer issues to preserve customer loyalty while complying with company policies
Education
Bachelor of Arts - Business
California State University, Fullerton
Fullerton, CASkills
- Customer service
- Communication skills
- Problem-solving
- Time management
- Interpersonal skills
- Client interaction
- Cross-functional teamwork
- Team collaboration
- Detail orientation
- Adaptability
- Active listening
- Client education
- Goal setting
Timeline
Shoreside Group Representative
Royal Caribbean Group
11.2011 - 02.2025
Credit Card Processing Sales
Eliot Management Group
01.2010 - 12.2011
Sales Associate
Bi-Mart
01.2009 - 12.2010
Package Handler Holiday Season
UPS
01.2008 - 12.2009
Manager
Nordstrom
01.1992 - 12.2008
Bachelor of Arts - Business
California State University, Fullerton
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