Customer Service Management

SUMMARY

Experienced professional with over six years experience working in international, dynamic work environments. Continuous training has led me to excel as an international manager who thrives in employee engagement, development and training. I bring over six years experience in activity planning and execution while driving operational success and growth.

I am an educated professional who seeks continuous challenges and a fast paced work

environment.

PROFESSIONAL HIGHLIGHTS

Operations Management

International Employee Management

Activity Program Development

Budget Analysis, Spending, Tracking

Policy Creation & Development (SOP)

Sales Coaching

Service & Product Marketing

Employee & Operational Scheduling

Change Management

Leadership Development

Project Planning & Execution

Employee Development & Training

Sales & Trend Analysis

Customer Service Management

EXPERIENCE

Activities Program Manager Feb 2012 – Sept 2015

Royal Caribbean Cruise Lines Ltd. - Miami, FL

Project Start-up team for Brand New Ship, Anthem of the Seas, Germany

Managed the operation of five activity programs; all administration, employee scheduling, employee development & training, activity lesson plan creation, driving revenue through creative onboard marketing, customer service satisfaction, conflict resolution and

dissolution, onboard interviewing and hiring procedure for Youth Positions and

cross-utlization work in other departments onboard.

Exceeded quarterly and yearly targets while staying under budget

Coordinated with several departments onboard on a daily basis for projects, events and

to drive customer satisfaction

Developed new company strategic initiatives for the youth program to improve on

services and offerings through onboard marketing and strategic partnerships.

Developing Leaders Management Training Program, 2011-2015

Autism Training – Silver Level Certification

Youth Activities Coordinator Sept 2009 – Jan 2012

Royal Caribbean Cruise Lines Ltd. - Miami, FL

Created new activities, session planning and overall programming for activity

programs for children ages 6 months to 17 years old.

Employee of the Month – October 2011

Top 3 for Employee of the Year 2012

Filled in on three separate occasions as Assistant to the Entertainment Director where I

oversaw all administrative duties for the Entertainment Department.

Management Trainee Apr 2009 – Sept 2009

Enterprise Rent-A-Car – Moncton, NB

Management training program where I excelled in monthly sales targets while learning

the car rental industry.

Developed managerial skills in accounting, budgets, marketing and operation

management.

Post Secondary Ambassador Sept 2007 – June 2009

Future to Discover Pilot Project, Government of New Brunswick

Created and delivered educational workshops and seminars to High School students

across NB on the benefits of pursuing post secondary education and their options of

areas of study/training.

Community Events Coordinator & Sales May 2008 – Sept 2008

Atlantic Lottery Corporation – Moncton, NB

Developed new customer base through cold calling and strategic marketing.

Coordinated and led community events in NB and PEI to raise money for local charitable partners.

Trained with Business Development Managers and developed key skills; driving revenue, market analysis, product development and strategic marketing.

Sales Associate July 2004 – Sept 2008

Bootlegger Clothing - Dieppe, NB

Maintained record high sales and won several competitions within the Atlantic Canadian stores.

EDUCATION

Bachelor of Commerce 2005 – 2009

Major: Marketing Management Minor: International Economics & Business

Mount Allison University – Sackville, NB Canada

Alumni Executive, Graduating Class of 2009

Students In Free Enterprise (SIFE) Executive Committee, 2008-2009

Student Orientation Committee Executive, 2007-2009

Career Management Events Executive, 2007-2009

Student Council – Clubs and Society Funding, 2007-2008

John Molson Sports Marketing Conference Committee, Montreal QC, 2007

Leadership Program Coordinator, 2006-2008

International Study Abroad 2008

Copenhagen Business School - Copenhagen, Denmark

Studied with students from all over the world and participated in international business case studies with world renound professors and business leaders in Europe.

International Project Management, International Event Management. International Economics. Global Strategic Management

VOLUNTEER

Make-A-Wish Foundation Fundraising & Wish Ambassador (2009-2015)

Habitat for Humanity – New Orleans Relief (2007-2008)

Shinerama Fundraising – Mount Allison University (2006- 2008)

Organized a T-shirt drive for the Women’s Shelter - Moncton, NB (2007-2008)

Cross Cultural Communications Committee (2006)

ABC Litteracy Day Executive Committee – Sackville, NB (2006-2007)

SKILLS

English, Intermediate French (speaking, reading, writing)

Social Media (Twitter, LinkedIn, Facebook, Instagram)

Apple & Windows Operating Systems

Microsoft Office Suite, Outlook

InDesign, Panther, Kronos

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