Summary
Overview
Work History
Education
Skills
Timeline
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Stefanie Horner

Myrtle Beach,SC

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. I love all things related to customer service, planning, researching, events, travel, and overall making peoples lives easier, and more fun. I love working with people and love leading people and achieving goals, and making money.

Overview

9
9
years of professional experience

Work History

Groups Lead Agent

Carnival Cruise Lines
Myrtle Beach, SC
08.2023 - Current
  • Provided guidance and support to agents when needed during difficult calls.
  • Trained PVP;s once a month for groups, using Power Point and Teams
  • Work in Oracle Right Now handling emails, reports, and BDM requests.
  • Pulled Calls and submitted coachings when appropriate for Group Sup Call backs requesting escalations.
  • Number one ranking across the board for 12 consecutive months in QA, SA, Survey, etc.
  • Coached and trained new agents on customer service protocols, policies, and procedures.
  • Ensured compliance with company policies regarding customer service standards.
  • Responded to escalated customer inquiries in a timely manner.
  • Consulted with customers regarding needs and addressed concerns.
  • Reduced call-time of inbound calls by recognizing and resolving systematic inefficiencies.
  • Worked closely with management to ensure that all customer service goals were met.

Agent Groups Department

Carnival Cruise Lines
Myrtle Beach, SC
02.2023 - Current
  • Answer incoming calls from prospective customers to assist and promote offerings.
  • Use excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Listen to customer needs to identify and recommend best products and services.
  • Identified customer needs by asking questions and advising on best solutions.
  • Add Carnival FUN and knowledge about our brand to every call
  • Maintain excellent attendance and schedule adherence
  • Consistently in top 3 in rankings
  • Received kudos for superior customer service
  • Consistently learn about the Carnival brand by reading, watching videos, and traveling on Carnival when on vacation.
  • Use my attention to detail to track payments, compliance with minor policy, etc.
  • Part of secure mode pilot program for credit card payments.

Agent, Remote Resolutions

Carnival Cruise Lines
Myrtle Beach, South Carolina
08.2022 - Current
  • Responded promptly to customer service calls and inquiries from diverse groups of individuals.
  • Assist with servicing FIT reservation issues that require escalation
  • Extending TGO offers to Travel-With bookings
  • Coaching call center agents through problem resolution
  • Transferring funds between two different profiles
  • Maintained excellent schedule adherance, customer service surveys, and stats.

Director of Hospitality and Event Coordination

Beach Church
Myrtle Beach, SC
06.2018 - 01.2022
  • Organized event facility, food and beverage selections and audio-visual arrangements.
  • Coordinated vendors, timelines and budgets for events.
  • Hosted large groups by engaging with attendees during annual events.
  • Initiated negotiations with vendors and subcontractors to meet event budget.
  • Maintained close communication with clients to mitigate service issues.
  • Planned, coordinated and executed special events.
  • Directed florists, photographers, musicians and ceremony participants during pre-ceremony, ceremony and post-ceremony events.
  • Networked to obtain potential event sponsors.
  • Oversaw event logistics, venue scheduling and accommodations.
  • Organized corporate luncheons, dinners, conferences and special events.
  • Assessed event success and identified improvement areas through client feedback.

Administrative Assistant

Beach Church
Myrtle Beach, SC
01.2016 - 06.2018
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
  • Monitored supervisor's work calendar and scheduled appointments, meetings and travel.

Education

Associate of Science -

Kings College
Charlotte, NC
06.1993

Skills

  • Verint
  • Volunteer Scheduling
  • Oracle Right Now
  • Hospitality Management
  • Staffing and Sales Reporting
  • Delegating Assignments and Tasks
  • Launch Pad
  • Customer Satisfaction
  • Supply Ordering and Management
  • Anticipating Problems
  • Front of House Management

Timeline

Groups Lead Agent

Carnival Cruise Lines
08.2023 - Current

Agent Groups Department

Carnival Cruise Lines
02.2023 - Current

Agent, Remote Resolutions

Carnival Cruise Lines
08.2022 - Current

Director of Hospitality and Event Coordination

Beach Church
06.2018 - 01.2022

Administrative Assistant

Beach Church
01.2016 - 06.2018

Associate of Science -

Kings College

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Stefanie Horner