Customer Service Manager

CHRISTIAN AMBROSI

+*** * *** -**** ? ****************@*****.***

Experience OCEAN ENCOUNTERS DIVING

CURACAO

****-***** ******* ******* ** Operations(2006- present)

nt Managing the day-to-day operations of a 40 employee, privately held,

Caribbean based, multi-vessel, recreational diving and watersports

company. Responsible for turning a small start-up with $160,000 USD

revenue into an award winning, internationally recognized, $3,000,000

USD revenue dive operation with six locations and six vessels in

Curacao and sales offices located in the United States.

Marketing

Involved in all aspects of print and online marketing campaigns

including strategy, deployment, target analysis and capturing results

for more focused marketing

Brand management to increase awareness for the company through public

relations, advertising, and presentations

Key strategist and decision maker on social media and web campaigns.

Implemented pricing structure segmentation resulting in an average

increase of 100 students per year.

Participate in numerous trade shows and consumer events resulting in an

increase of sales by 80% from our biggest 3rd party vendor in 2010.

Logistics, Operations, and Planning

Conduct daily planning for six facilities, six vessels and 10+ diving

classes on a weekly basis within a diverse and multi-cultural

environment.

Oversee maintenance and parts inventory of six specialized diving

vessels for smooth operation

Coordinate and manage scheduled haul-outs and repairs to meet

governmental inspection regulations and preventive maintenance

schedules.

Responsible for the procurement of 3 vessels from the United States

(Florida and Virginia) to Curacao, including conducting the planning

and logistics for delivery.

Health, Safety, Quality Management

Analyzed incident data from prior ownership such as near drowning

events, resulting in the creation and implementation of a checkout dive

procedure that reduced near-drowning incidents from five a week to zero

in the last eight years.

Created current policy and contingency protocols for facilities and

boats, improving the overall safety of the company for our guests.

Improved the overall level of customer service by supervising and

participating in several team building and customer service seminars on

a yearly basis.

Conduct in-depth customer service interviews to continuously improve

upon our services and programs year over year.

Human Resources

Implemented stronger interview protocols leading to increased employee

satisfaction along with improved retention from a three-month average

to six months.

Review and update incentives and bonus programs based upon the analysis

of revenue on a yearly basis.

Conduct yearly performance reviews and evaluations for over 40

employees.

Facility Manager (2004 - 2006)

Promoted into Facility Manager role, responsible for the management of

17 Instructors and 5 support personnel to ensure prompt departures and

arrivals of our boats and length of class time.

Developed and implemented Standard Operating Procedures and job

descriptions associated with the overhaul of safety and teaching

standards.

Lead Instructor (2002 - 2004)

Updated Professional Association of Diving Instructors (PADI) training

standards for 10 Instructors on quarterly basis.

Created and maintained contingency plans for facilities and boats.

Education

May 2014 UNIVERSITY OF FLORIDA

GAINESVILLE, FL

Master in Business Administration (MBA)

May 2001 UNIVERSITY OF OKLAHOMA

Norman, OK Bachelor of Arts (BA) in Film and Video Studies

Certificat

es COMMERCIAL BOAT CAPTAINS LICENSE

Mar. 2009 CURACAO

Equivalent to USCG 25 Ton Master

Mar. 2007 COURSE DIRECTOR

MALAYSIA

Professional Association of Diving Instructors (PADI)

Highest professional rating for recreational diving instruction

Awards

2012 TripAdvisor.com Certificate of Excellence

2010/2011 Scuba Diving Magazine's Top 100 Gold List - "Best Dive Operator"

2011 Regional Nominee for Project AWARE Marine Environmental Award

2011 Regional Nominee Outstanding Dive Center Business Award

2008 Curacao Hospitality and Tourism Association (CHATA) Appreciation Award

2007 First and only time the award has been given to a Dive Operation

Curacao Hospitality Training Foundation (CHTF) Recognition Award for

Curacao Apprenticeship

Program

Additional Languages: Fluent in English and Spanish, Intermediate Dutch, Beginner

Data German

Dual Citizenship: USA/Italy

Curacao Dive Task Force Advisory Board Member, Curacao Hospitality and

Tourism Association (CHATA)

International Resorts and Retailers Association (IRRA), Advisory Board

Member; 2010-2012

Curacao Tourist Board (CTB), Dive Industry Advisor; 2009-present

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