Summary
Overview
Work History
Education
Skills
Timeline
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Shela Wever

Homestead,FL

Summary

Guest Services professional with demonstrated success in optimizing policies, coordinating events and managing guest services operations. Well-versed in handling VIP guests and groups. Knowledgeable about customer preferences, industry standards and successful strategies for maintaining guest loyalty and building long-lasting relationships. Goal -oriented in building high performance teams, to ensure the maximum level of guest satisfaction.

Worked closely with Travel Partners and Business Development staff in various states to help build a strong relationship and provide Service support for each team.

Overview

23
23
years of professional experience

Work History

Guest Services Manager

Carnival Cruise Line
06.1999 - 08.2017
  • Worked with various teams to ensure highest level of customer service for each guest.
  • Maintained high employee satisfaction and performance.
  • Worked closely with staff to ensure their success and continued training for various types of calls. Goal was to ensure each call resulted with satisfied guest and/or Travel Partner.
  • Managed a total of 242 staff on 5 different desks. Including, Service (in-house and virtual), Online, Diamond (VIP), Email Team and Overnight Australia.
  • Managed Lead and Supervisor Desk to ensure my staff had in-house support they needed for escalated calls.

Manager

PFC, Inc.
05.1994 - 11.1998
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Responded to customer requests for products, services, and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Updated account information to maintain customer records.
  • Provided primary customer support to customers.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.

Education

High School Diploma -

Miami Palmetto Senior High School
Miami, FL

Skills

  • Able to create resolutions to problems
  • Taught new skills to staff to better their performance level
  • Worked one-on-one with staff and management to enhance success of company overall
  • Worked one-on-one with Supervisory staff to help improve their individual team's overall performance levels

Timeline

Guest Services Manager

Carnival Cruise Line
06.1999 - 08.2017

Manager

PFC, Inc.
05.1994 - 11.1998

High School Diploma -

Miami Palmetto Senior High School

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Shela Wever