Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Shelli Cordero

Lauderhill,FL

Summary


To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

14
14
years of professional experience

Work History

Carnival Lead Agent

Carnival Cruise Lines
11.2022 - Current
  • Championed initiatives aimed at enhancing employee engagement, resulting in higher overall job satisfaction levels for the team.
  • Implemented innovative solutions that led to enhanced operational efficiency and reduced costs for the company.
  • Trained new hires on company policies, procedures, and best practices, ensuring consistent service quality across the team.
  • Identified areas for improvement in agent performance, providing constructive feedback and coaching for success.
  • Collaborated with cross-functional teams to improve overall business operations and customer experience.
  • Actively participated in industry conferences or seminars as a representative of the company, expanding our network within the sector while staying informed about emerging trends and best practices.
  • Monitored call quality to ensure high levels of professionalism and adherence to company standards.
  • Implemented new training programs aimed at improving agent skills and knowledge, resulting in improved performance metrics.
  • Managed a team of agents, providing guidance and support to achieve performance goals.
  • Worked closely with senior management on strategic planning efforts that contributed significantly toward meeting organizational objectives.
  • Adopted customer feedback in process and system improvement initiatives.
  • Trained new leads that came into my position and assisted the night shift time.
  • Offered ideas to upper management to enhance the security features on cruise manager.
  • Created the teams weekly task schedule and managed the PTO calendar.
  • Created team meetings
  • Worked with Frances Quini on foundation bookings and trained my team members on the process.

Carnival Casino Agent

Carnival Cruise Lines
11.2021 - Current
  • Exhibited strong attention-to-detail when verifying identification documents before allowing entry into restricted areas or permitting specific types of wagers based on guest age limitations.
  • Boosted customer loyalty through personalized interactions that demonstrated genuine care about their enjoyment levels while gambling.
  • Delivered exceptional guest experiences by handling inquiries professionally and courteously at all times.
  • Monitored betting activity closely, identifying trends or potential issues requiring further investigation from relevant departments or authorities.
  • Worked closely with other members of staff, fostering a positive team atmosphere that enhanced overall customer experience quality levels within the casino environment.
  • Worked hand in hand with Michael Bayona on creating casino groups for high valued guest..

Insurance Specialist

Great Expressions Dental Center
09.2020 - Current
  • Coding Breakdown forms, Pre-authorizations, Verifying insurance, Scheduling patients, Customer Service

Manager

Le Salon
01.2017 - 08.2019
  • Cashier, Lash Technician, Customer Service, Shampoo assistant, Supervisor of scheduling, Conduct inventories, Sales

Receptionist

Faith dental
03.2012 - 03.2013
  • Scheduling appt., Filing patients charts, Customer Service, Sales

Crew

Sports Authority
08.2011 - 02.2012
  • Cashier, Apparel department, Customer Service

Crew

Mcdonald’s
03.2010 - 05.2011
  • Cashier, Food preparation, Customer Service

Education

Nursing Unlimited Inc.
Miami, FL
01.2018

CNA Certificate - Music Production

Los Angelos Film School
Los Angelos, CA
01.2016

No Degree - Political Science

Tallahassee Community College
Tallahassee, FL
01.2013

High School Diploma -

American Senior High School
Miami Lakes, FL
01.2011

Skills

  • Supervised staff, consisting of salon workers, while functioning as a part of the team and performing the tasks I was responsible for
  • Proficient in using personal computer skills in such programs as Microsoft Windows, Office, Word, Excel, and Power Point, Trinity, Dental Vision, Navigator
  • Type 35 WPM
  • Bi-lingual (English/ Spanish)
  • Positive Attitude
  • Problem-Solving
  • Customer service and care
  • Critical Thinking
  • Clear Communication
  • Organizational Skills
  • Documenting information
  • Relationship Building
  • Ensuring customer satisfaction
  • Customer needs determination
  • Conflict Resolution
  • Customer Complaint Resolution
  • Public Speaking
  • Schedule Management
  • Order Fulfillment
  • Product Sales
  • Special Events Organization
  • Internet savvy
  • Time Management
  • Attention to Detail
  • Teamwork and Collaboration
  • Multitasking Abilities
  • Active Listening
  • Decision-Making

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets of team schduling.
  • Supervised night shift team of new staff members.

Timeline

Carnival Lead Agent

Carnival Cruise Lines
11.2022 - Current

Carnival Casino Agent

Carnival Cruise Lines
11.2021 - Current

Insurance Specialist

Great Expressions Dental Center
09.2020 - Current

Manager

Le Salon
01.2017 - 08.2019

Receptionist

Faith dental
03.2012 - 03.2013

Crew

Sports Authority
08.2011 - 02.2012

Crew

Mcdonald’s
03.2010 - 05.2011

Nursing Unlimited Inc.

CNA Certificate - Music Production

Los Angelos Film School

No Degree - Political Science

Tallahassee Community College

High School Diploma -

American Senior High School

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Shelli Cordero