Thalina Vergara
Miami,Florida
Summary
Strategic-thinking Business Development Manager with history of transforming inefficient, underperforming operations into successful enterprises. Accomplished communicator with talent for building over-achieving teams. Dedicated to continuous improvement and achieving market-leading results.
Overview
7
7
years of professional experience
Work History
Business Development Manager, Pacific Coast U.S
Silversea
06.2022 - Current
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decision makers.
- Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
- Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
- Generated new business with marketing initiatives and strategic plans.
- Represented company and promoted products at conferences and industry events.
- Managed a diverse portfolio of 300 accounts, consistently exceeding revenue targets through upselling strategies and exceptional customer service.
Sr. Specialist, Casino Ops
Royal Caribbean International
08.2018 - 06.2022
- Delivered exceptional service and exclusive complimentary benefits to high-value clients, fostering loyalty and encouraging continued gameplay.
- Assisted in the development and execution of targeted marketing campaigns to attract key demographics, driving business growth and sustaining profitability.
- Developed and implemented innovative strategies to increase high-end player engagement, boosting overall revenue through personalized promotions, exclusive events, and tailored VIP experiences.
- Oversaw daily operations of the VIP department, ensuring seamless coordination across gaming, hospitality, and entertainment services to provide a world-class experience for elite players.
Executive Escalation Specialist
Royal Caribbean International
04.2017 - 08.2018
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Created detailed reports on recurring issues, helping management make informed decisions about product improvements or policy changes.
Education
Bachelor of Arts - Mass Communication
Florida International University
Miami, FL06.2019
Skills
- Team Leadership
- Business development and planning
- Customer Service
- Negotiations
- Strategic Planning
- Goals and performance
Languages
Spanish
Native or Bilingual
Timeline
Business Development Manager, Pacific Coast U.S
Silversea
06.2022 - Current
Sr. Specialist, Casino Ops
Royal Caribbean International
08.2018 - 06.2022
Executive Escalation Specialist
Royal Caribbean International
04.2017 - 08.2018
Bachelor of Arts - Mass Communication
Florida International University
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