Cruise Representative Sales and Customer Service Virtual Assistant at Cruise Direct (International Voyager) (2024-02 – 2026-07)
- Provide assistance to guests through calls, chats, and emails, guiding them with travel options, bookings, and modifications.
- Manage changes, cancellations, and payment processes.
- Utilize a CRM system to maintain records, documents, and interactions while overseeing sales pipelines.
- Achieved sales targets by fostering trust and building strong customer relationships through engaging communication.
- Stay informed about the latest trends in cruise travel.
Cruise Consultant Team Leader at ARRIVIA (2023-06 – 2024-01)
- Leading the Team: This involves setting goals, providing direction, and motivating team members to achieve their targets.
- Training and Development: I ensure that team members have the necessary skills and knowledge to perform their tasks effectively. This includes organizing training sessions, offering coaching, and giving feedback.
- Performance Management: I help monitor each team member's performance, provide constructive feedback, and implement corrective actions as needed, in collaboration with my supervisor.
- Strategic Planning: I contribute to the development of sales strategies and participate in decision-making that drives the team's success.
- Customer Relationship Management: I interact with key customers and nurture relationships to ensure their satisfaction and loyalty.
Executive Services (Outbound Sales Cruise Booking Consultant) at ARRIVIA (2022-10 – 2023-07)
- Contacting members regarding their cruise vacation details.
- Managing complex sales inquiries and facilitating the booking process for members.
- Establishing the ideal connection between customer needs and suitable cruises, leveraging my sales expertise to effectively close sales.
- Enhancing the perceived value of the cruise experience.
- Assisting members in setting up their accounts, managing their bookings, and organizing their excursions.
- Maintaining necessary performance metrics in quality assurance, reliability, booking numbers, revenue, HPB, and insurance sales.
Customer Sales and Support at Energy Australia (2021-10 – 2022-07)
- Responding to inbound and outbound calls related to customer energy accounts.
- Managing intricate sales and service inquiries.
- Ensuring that we establish a strong foundation during the initial part of the call to facilitate the sale and successfully close it.
Assistant Quality Analyst at Energy Australia (2022-07 – 2022-09)
- Guarantee that agents deliver exceptional service that aligns with the organization's objectives.
- Create and familiarize yourself with the evaluation program and scoring system.
- The primary duty of the Quality Assurance (QA) team is reporting, often involving the preparation of multiple reports and analyses derived from audits conducted by your team or other accessible data.
- Listen to calls and complete the evaluation form, which includes reviewing recorded calls, live calls, and conducting side-by-side assessments.
Process Associates at Dollar General (2020-09 – 2021-03)
- Answers inbound call in timely and professional manner.
- Helped customers to have a seamless positive experience.
- Helped Dollar General Employees about the process, system troubleshooting, incident reports and employees and customer complaints.
Customer Service Specialist at SunTrust by Truist (2020-01 – 2020-08)
- Answers inbound call and helped customers with their banking concerns.
- Arrange dispute, chargeback, and fraud cases.
Subject Matter Expert at Barclaycard (2019-01 – 2019-09)
- In charge of collecting information, writing, and maintain training materials and the knowledge base a support team will use as the first source of information regarding a product, and services.
- Role of mentorship, training, guiding less experienced agents, and driving productivity in reaching set targets.
- Helping the Team Leader to manage the team in achieving the organization goals and target
Customer Service Representative at Barclaycard (2016-05 – 2019-09)
- Answers inbound call and helped customers with their credit card concerns.
- Arrange dispute, chargeback and fraud cases. Helped the customer in accessing their Online Banking.
- Logging Complaint and handling escalations.
