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Customer Service Manager

Miami, Florida, United States
April 17, 2018

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CSI DMC- Destination & Event Management January 2018 – April 2018

Full service DMC with locations around the United States and in the Caribbean .

Sales Department– Sales & Creative Services Coordinator (Hollywood, Florida)

●Development of creative, compelling proposals as well as site itineraries.

●Researches and organizes information pertaining to new venues and activities in the region.

●Remains current on industry trends, local openings, new ideas and happenings.

Team National DBA National Companies January 2017 – January 2018

Team National is the leading membership savings company in the direct selling industry.

Events Department – Corporate Events Coordinator (Davie, Florida)

●Compile an annual schedule of events; plan, coordinate, and execute events; create and maintain budgets with Vice President of Events and other VPs.

●Travel to various locations for events throughout the United States (Dallas, Fort Lauderdale, Miami, Orlando and more).

●Create and maintain event registrations using CVENT software.

●Work with the marketing team to promote events via electronic promotions and social media.

●Write and proofread communications, including e-newsletters and e-promotions thru CVENT.

●Liaison and support to all departments.

The Ritz-Carlton Key Biscayne October 2016 – January 2017

A tropical island oasis, along with a luxurious Miami resort that captures the spirit of the Caribbean.

Ritz Kids – Counselor (Key Biscayne, Florida)

●Providing fun, educational and varied activities for all young guests within the Ritz Kids program.

●A positive and welcoming environment for young guests and their parents.

●Leader of all activities such as arts & crafts, Ritz Carlton assigned lesson plans within the criteria of the hotel standards.

●Maintaining the safety and security of all young guests within the daily activities.

●Ensures knowledge of Ritz Kids program availability to help promote the program to other young guests and parents.

Ask Me Weddings January 2013 – August 2016

Miami based call center firm that provides “hospitality solutions” to hotels, resorts and destinations within the Caribbean & Mexico.

Lead Wedding and Sales Specialist at Ask Me Weddings & Inside Sale Manager (Event Manager) {Miami, Florida}

●Direct sales for accommodations, weddings, honeymoons as well as any additional requests to enhance the clients experience at our resort.

●Planning and execution of weddings, reservations, and additional requests at Calabash Cove Resort & Spa in Saint Lucia.

●Certifies client’s expectations are exceeding in every aspect of their wedding and honeymoon while at the resort compiling a wedding planner (contact of details and pricing).

●Achieve weekly statistical analysis between resorts within Saint Lucia and the market of company’s partners.

●Train and Supervise Business Development Mangers’ activities, performance & remuneration; network with travel agents; organize Bridal Shows.

●Event Manager for all Bridal Shows on behalf of Ask Me Weddings, co-ops, and sourcing new shows within the US market.

●Lead Sales Specialist and New Hire Trainer -training all new hires on the three Saint Lucia accounts Ask Me represented.

●Hands on with Clients, Travel Agencies and Account Representatives. Collected and processed payments for completed Group Travel and Individuals.

●Signed contracts for Tour Operator Groups, Wedding Groups and Travel Agent Groups traveling to the Saint Lucia Hotels.

Cornerstone Group September 2011 – January 2013

Housing provider. Brings together the best elements of today's active lifestyle, with a full range of amenities and recreational facilities, and convenient locations in beautifully landscaped settings.

Leasing Consultant at Tuscany Place Apartments (Homestead, Florida)

●Lead Consultant handling apartment unit’s rental and ensuring maximum occupancy always and high renewal rates.

●Coordinated and assigned move-ins and move-outs, lease negotiations and renewals, and apartment showings.

●Ensure paperwork of current and prospective tenants is completed and accurate. Conducted background and credit checks within Yardi system for approval on apartment rentals.

Norwegian Cruise Lines August 2010- September 2011

The five-star cruise line company with the youngest fleet in the industry. With 12 purpose-built Freestyle Cruising ships it provides guests the opportunity to enjoy a relaxed cruise vacation on the newest most contemporary ships at sea.

Itinerary Planning Coordinator - Revenue Management Department

●Gather and prepare revenue and itinerary reports in spreadsheets for management decision-making and for government and industry agencies. Maintain fleet deployment data including port of call summaries. Present data to assist management analyze development of fleet-wide itinerary deployment on a day-to-day or weekly basis.

●Maintain and update itinerary changes for the reservation system and coordinate communication changes with various business units across the company. Work closely with Manager Itinerary Planning to maintain knowledge of frequent itinerary changes resulting from situations including but not limited to: guest feedback, maritime requirements, environmental regulations, political issues, fuel costs or port fees and taxes.

●Prepare communication letters for guests and travel agents when management analysis and decisions result in changes to an upcoming or established itinerary. Assess changes in deployment to modify communication template. Provide manager with letter draft and obtain final approval of overall letter content before disseminating information.

●Audit paper or online marketing brochures and publications for itinerary listings and updates. Compare, match and validate each itinerary for guest or travel agent use against fleet operations master grid. Prioritize findings and notify management of any discrepancies for immediate correction. Prepare ad hoc reports requested by management for historical data and trending.

Norwegian Cruise Lines November 2008 – August 2010

The five star cruise line company with the youngest fleet in the industry. With 12 purpose-built Freestyle Cruising ships it provides guests the opportunity to enjoy a relaxed cruise vacation on the newest most contemporary ships at sea.

Recruitment Administrator & Human Resources Generalist to Fleet Operations (NCL of the Americas - Fleet Personnel Department)

●Execute welcome calls; set up pre-employment physicals & order background checks.

●Data entry in PeopleSoft (used software) and generate employee ID numbers; ensure applicants have the correct documentation to obtain a MMD Card.

●Schedule prospected employees to apply for MMD Cards at Coast Guard Regional Exam Centers and orchestrate their travel.

●Update weekly reports such as Training Query, Training Schedules, and Preliminary Roster for STCW training.

●Ensuring the special hires and management positions complete the hiring process and join their assigned vessel.

●Assist senior management with revising the weekly hiring reports, and maintaining recruiters hiring processes. NHAC processing & responsible for ensuring NCLA American conditional hires can join the international vessels with correct medical and travel documents.

●Trained all new hires under the NCL of the Americas brand weather it was Administrators or Schedulers.

●Reviewed resumes with Recruiters to ensure that hires were fitted for the proper job opportunities.

Victoria and Associates, Inc. June 2008 – November 2008

Staffing agency with several clients that offer positions for temporary employment or permanent placement.

Temporary General File Clerk II (Norwegian Cruise Line in the Fleet Personnel Department)

●General filing of all crew documents and personnel files.

●Responsible for maintaining an organized filing system for all crew personnel and medical files.

●Answer the main telephone in the department of Fleet Personnel and provide callers with requested information.

Towncare Dental Partnership, Inc. July 2006 – April 2008

Corporate office. Dental firm with approximately 40 dental offices throughout Florida.

Credentialing Coordinator/Front Desk Receptionist

●Ensure all doctors’ licenses, certificates, and malpractice insurance are current, and notify all practitioners if additional information needed. Complete credentialing forms and assign credentialing duties accurately and efficiently.

●Keep credentialing lists and databases current; responsible for data entry, report generation, and enter fee schedules related to insurance claims.

●Customer service and telephone operations; handle customer inquiries and phone presentations in a professional manner as well as welcomed guests.

Publix Supermarkets, Inc. August 2001 – June 2006

The most successful grocery chain in the southeastern United States.

Customer Service Representative, Pharmacy Clerk and Cashier

●Ensure customer satisfaction for product quality, pricing, and integrity

●Maintain excellent customer relations and develop customer rapport

●Maintain cash accountability in various forms of tenders

●Monitor front-end operations and assume responsibility for front-end productivity

●Identify and address training opportunities within the store to ensure associates are trained to the highest level of knowledge and skill possible; quickly and effectively solve customer concerns & challenges

●Maintain quality control/satisfaction records, constantly seeking innovative ways to improve customer service.


Florida International University August 2012

Bachelors of Science: Hospitality & Tourism Management.

Miami Dade College May 2008

Associates of Arts: Concentration Pre-Elementary Education.

Miami Palmetto Senior High June 2003

High School Diploma


●Fred Pryor certificate of achievement in “The Exceptional Assistant” and career track certificate in “How to Excel at the Front Desk”.

●Projecting a professional image, effective communication skills, writing for impact certificates at Norwegian Cruise Line. Excellent organizational skills including time management and organizational filing.

●Computer proficiency: QuickBooks, Microsoft Word, Excel, Outlook, familiar with Access & Publisher

●Other software proficiency: KRONOS time-card management system, Intel iSOFT Credentialing Software, and QSI (Quality Systems Incorporated) for claims, data-entry and accounts receivables, Yardi for reporting and leasing, PeopleSoft, CVENT for Event payment processing and Event Coordination and logging of attendees, (REX) Rezometry and (RDP) Resort Data Processing.

●Several Trainings under the Event Management CVENT system (PassKey)

●Effectively utilize a multi-line phone system; clerical experience and able to handle continuous change along with multiple tasks at once.

●Capable to train, motivate, and supervise customer service employees; a team player who can quickly and effectively solve customer challenges.

●Student volunteer for the South Beach Wine and Food Festival February 2008-2009 at Fun and Fit as a Family featuring Kellogg’s Kidz Kitchen; working with the Kellogg’s staff to assist in rotations of breaks and monitoring the children’s activities. Student Volunteer for the South Beach Wine and Food Festival February 2009-2012 at various events and assisted with break rotations as well as the celebrities’ requests and security.

●Participated in March for Dimes walk in 2008 & 2009, Corporate Run 2010-2012, Susan G. Komen Race for the Cure 2014.

●Collected supplies and donated funds to Family Resource Center of South Florida as well as stuffed book bags with supplies for children to return to school 2012 & 2014.

●Wedding Planner’s Assistant 2014-2015: worked with Bridal Couples ranging from 50 to 350 guests, assisted with all the final details the day before the wedding as well as the day of the wedding. Made sure that the Bride and family were cared for an assisted with any need as requested to insure a flawless wedding day.

oSent follow-ups and Personalized Thank You’s notes and emails after the event to ensure that we had a great working partnership for future events.

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