Zoe Wright
Haven,KS
Summary
Escalations Supervisor with over 10 years of expertise in customer advocacy and service quality enhancement. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.
Overview
12
12
years of professional experience
Work History
Supervisor, Executive Escalations
Celebrity Cruises
Wichita, KS
03.2024 - Current
- Supervised daily operations, ensuring seamless service delivery to guests.
- Trained and mentored team members on operational standards and customer service protocols.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Implemented strategies to reduce average handling time (AHT) and achieve service level agreement (SLA) targets.
- Developed standard operating procedures (SOPs) for team-managed areas to enhance operational efficiency.
- Surpassed quality assurance goals, achieving a consistent team average of 92% monthly.
Escalations Team Captain
Celebrity Cruises
Wichita, KS
05.2022 - 03.2024
- Facilitated effective communication among team members to support seamless operations and optimal resource distribution.
- Implemented solutions to enhance service quality, reduce escalations, and improve customer satisfaction.
- Crafted and reviewed precise communications to ensure clarity and effectiveness in correspondence.
- Evaluated escalation patterns to identify trends and enhance customer experience strategies.
- Promote continuous improvement by addressing performance issues and implementing efficiency solutions.
Escalation Agent
Celebrity Cruises
Wichita, KS
03.2020 - 05.2022
- Addressed complex inquiries, ensuring 97% guest satisfaction within 8-hour response time.
- Cultivated interdepartmental collaboration to enhance communication and improve guest experiences.
- Analyzed and resolved persistent issues, leading to a significant decrease in repeat complaints and an increase in overall satisfaction levels.
Shoreside Concierge
Celebrity Cruises
Wichita, KS
03.2018 - 03.2020
- Coordinated efforts with shipboard teams to fulfill pre-cruise requests, ensuring enhanced service quality for guests.
- Addressed post-cruise issues to drive continuous service improvement based on customer feedback.
- Spearheaded development of digital concierge reporting system, enhancing request management efficiency.
- Delivered tailored guest services to enhance personalized experiences for a diverse clientele.
Customer Service Representative
Celebrity Cruises
Wichita, KS
02.2016 - 03.2018
- Facilitated resolution of customer inquiries to enhance satisfaction and loyalty.
- Managed booking adjustments and cancellations while ensuring compliance with company policies.
- Facilitated training sessions for new representatives on service protocols, software systems, and best practices for customer engagement.
- Addressed complex customer inquiries through escalated calls, fostering positive relationships and enhancing customer satisfaction.
Reservations Agent
Celebrity Cruises
Wichita, KS
02.2016 - 07.2016
- Engaged customers via phone, enhancing satisfaction and retention rates through effective problem-solving.
- Supported UK team, ensuring seamless global operations and consistent service standards.
- Built strong relationships with travel agents, driving increased bookings through clear communication.
- Maximized customer satisfaction, resulting in improved retention rates and repeat bookings.
Sales Associate
Nordstrom
Westchester, NY
05.2014 - 11.2015
- Enhanced customer experience with tailored product recommendations, boosting sales and repeat business.
- Collaborated on optimizing store layout and visual merchandising, improving product visibility and customer flow.
- Surpassed sales targets by fostering strong customer relationships and delivering exceptional service.
- Maintained precise inventory records, ensuring accurate stock levels and timely restocking of popular items.
- Trained new associates on product knowledge, sales techniques, and company procedures, enhancing team performance.
Education
Associate of Arts - General Studies
Suffolk County Community College
Riverhead, NY05.2012
Skills
- Team leadership
- Conflict resolution
- Customer advocacy
- Creative solutions
- Time management
- Data analysis
- Decision making
- Goal oriented
Timeline
Supervisor, Executive Escalations
Celebrity Cruises
03.2024 - Current
Escalations Team Captain
Celebrity Cruises
05.2022 - 03.2024
Escalation Agent
Celebrity Cruises
03.2020 - 05.2022
Shoreside Concierge
Celebrity Cruises
03.2018 - 03.2020
Customer Service Representative
Celebrity Cruises
02.2016 - 03.2018
Reservations Agent
Celebrity Cruises
02.2016 - 07.2016
Sales Associate
Nordstrom
05.2014 - 11.2015
Associate of Arts - General Studies
Suffolk County Community College