April Brown

I am a service-oriented agent with twenty years of background in customer service. Core competencies include critical thinking, decision-making, complex problem-solving, excellent communication, and time management.

Business Analyst at PacificSource Health Plans (2023-11 – Present)

• Collaborated with cross-functional teams to gather requirements, define project scope, and develop detailed project plans.
• Conducted in-depth analysis of business processes, identifying areas for improvement and recommending actionable solutions.
• Developed and maintained comprehensive documentation, including business requirements, functional specifications, test plans, and user manuals. Identified opportunities for automation and optimization of manual processes, resulting in increased operational efficiency.
• Audited data quality and integrity across various systems and databases, ensuring the accuracy and reliability of reporting and analytics.
• Investigated root causes of system issues and errors, collaborating with IT teams and vendors to implement timely resolution and mitigation strategies.

Casino Project Coordinator, Shoreside Events Coordinator, Group Resolutions, at Royal Caribbean International

Multiple roles in customer service, event coordination, and guest relations for cruise operations.

• Scheduled meetings, special events, and cocktail parties as requested.
• Responsible for entering and maintaining requests and informing all necessary departments of special functions, needs, and exceptions before confirming reservation requests.
• Assisted with accounting, scheduling, and authorizations needed for group events.
• Maintained an open line of communication between all outside departments and the ship to ensure smooth operation of group functions and meetings.
• Assisted phone agents with questions, issues, escalated calls, and rotary coverage.
• Provided supervisor coverage by assisting with training, mentoring, motivation, resolving concerns and complaints, addressing performance problems and successes, and setting goals and objectives.
• Made decisions regarding exceptions to policy that meet organizational goals and guest needs.
• Provided additional assistance to shipboard, management, and sales teams.
• Serviced top accounts by handling inbound and outbound calls, emails, faxes, and mail requests.
• Provided answers to questions regarding group, product offerings, and policies.
• Proactively managed client relationships by clearly explaining company expectations and service delivery.
• Processed high volume of basic, routine transactions for all group types, including cabin inventory, air gateways, pre- and post-hotel packages, dining assignments, and manifests.
• Proactively managed all aspects of inventory accuracy across cabins, air, hotels, and transfers.
• Processed amenity requests and dining assignments.
• Handled non-routine and out-of-the-ordinary requests and situations for assigned groups.
• Investigated travel agent and guest complaints on bookings, products, services, billing, air, credit, or pre/post vacation experiences.
• Examined pertinent information to determine the accuracy of customer complaints.
• Reviewed findings and recommended resolutions, including credits, refunds, account adjustments, and booking restorations.
• Participated in 1-on-1 Peer Coaching, Aspiring Leader initiatives, Newsletter Articles, Agents Helping Agents, Time Management Project, Team Challenges, and Budget Officer Pride ERG.

Material Planner II at Country Coach

Leadership and planning role overseeing inventory management and production operations.

• Oversaw Material Planners I, provided training, mentoring, motivation, addressed performance problems and successes, and set goals and objectives. Provided additional assistance or guidance with all aspects of coach balancing.
• Produced weekly, monthly, and end-of-year accounting reconciliation for inventory consumption and product costing. Analyzed weekly, monthly, and end-of-year reconciliation to determine if adjustments in process and procedure were warranted.
• Created a Bill of Materials allocation system for coach configuration. Configured and released completed production orders, maintained database integrity,y and inventory accuracy.
• Contributed to the revision of documents for engineering changes, part number creation, and new schematic distribution.

Computer Classes: Excel, PowerPoint, Access, and Microsoft Word.

Business

Mathematics – Lane Community College (2008 – 2008)

Certificate of Completion in Recognizing and Avoiding the Hazards in the Discipline and Termination Process – Express Personnel Service (2007 – 2007)

Certificate of Completion in Achieving Results through Genuine Leadership Series – Lane Community College (2006 – 2006)

Associate's Degree in Accounting/Payroll – Delta College of Business (1992 – 1992)