VICTOR SHIRLEY
China
Summary
Dynamic Team Lead at a cruise travel agency with a proven track record in performance assessment and training design. Expert in operations management and team collaboration, I foster agent development to enhance guest experiences. Skilled in Microsoft Office and social media management, I drive results through effective coaching and innovative strategies.
Overview
4
4
years of professional experience
Work History
Team Lead
cruise travel agency
Wakefield
09.2021 - Current
- Monitoring agent performance and assisting in their development for giving a Remarkable Experience to guests, recognizing and capitalizing strengths as well as eliminating weaknesses through coaching and mentoring.
- Documenting agent growth / disciplinary milestones.
- Creating and updating daily and weekly summaries and spreadsheets along with non-stop call scoring fostering growth and improvement of call handling and de-escalation skills.
- Temporary roles as Call coach/ Certifier, Associate Trainer for agent training, Recruiting Specialist interviewing /hiring sales and service agents
- Led daily team meetings to coordinate project tasks and address challenges.
- Assisted team members in resolving operational issues and improving workflow efficiency.
Online teacher
world's largest online learning provider
- Instructor for students of all ages.
- Online teacher for English as a second language for students across Asia.
- Designed engaging online lesson plans to facilitate student learning.
- Facilitated interactive virtual discussions to enhance student participation.
- Collaborated with instructional teams to improve course content quality.
- Assessed student progress through quizzes and assignments.
- Provided timely feedback to students on assignments and projects.
Owner-operator
Flyfishing charter company
- Managed and operated Flyfishing charter company direct and online marketing and operations, collaborated with property managers for serving guests needs during excursions.
On site manager
waterfront scuba resort
- Marketing/ Guest relations and operated watersports and front desk crew, bookings, logistics, oversight for F&B department and maintenance.
- Managed daily operations at a premier scuba resort on the waterfront.
- Coordinated staff schedules to ensure optimal coverage and service.
- Trained new employees on safety protocols and customer service standards.
- Oversaw equipment maintenance and inventory for diving gear and facilities.
Education
TEFL/TESOL Master - English Teacher
Mass Communications - Cinematography
Lamar University
Beaumont, TexasAutomotive Technology -
Lamar University
Port Arthur, TexasTourism & Hospitality Management - Marketing, and Guest Relations
University Of the West Indies
JamaicaSkills
- Social Media Management
- Photography
- Videography
- Microsoft Office
- Photoshop
- Video Editing
- IT Skills
- Retail Sales
- Operations management
- Performance assessment
- Training design
- Team collaboration
Hobbies and Interests
- Family
- Playing guitar and keyboards
- Motorcycling
- Outdoors
- Video producer
Timeline
Team Lead
cruise travel agency
09.2021 - Current
Online teacher
world's largest online learning provider
Owner-operator
Flyfishing charter company
On site manager
waterfront scuba resort
TEFL/TESOL Master - English Teacher
Mass Communications - Cinematography
Lamar University
Automotive Technology -
Lamar University
Tourism & Hospitality Management - Marketing, and Guest Relations
University Of the West Indies