Customer Service Manager

LEONARD MIRON

* ***** ****, ******, ********** CT2 0DZ, United Kingdom

tel: 079*-***-**** email: **************@*****.**.**

Personal Profile

An adaptable and enthusiastic individual with extensive experience in both media and customer service. A strong team player with experience in a wide range of fast moving business environments. An experienced communicator, with a strong track record of developing and managing projects on time and on budget. Experience of managing and leading teams through challenging periods of change

Key Skills

Excellent communication skills

Influencing

Setting and exceeding challenging targets

Initiative and high degree of resourcefulness

Emotional intelligence, team spirit and adaptability

Customer service, satisfaction and management

Training, coaching and development

Video editing skills with experience in working on different systems

IT literate

Career History

Viking River Cruises

Program Director 10/14 - present

-Onboard Duties

Organization of embarkation and disembarkation

Ensuring smooth operation of transfers (transfer / luggage / times)

Coordination of airport representative and assisting with passenger travels

Handling / filing of cruise, land (if applicable) reports & daily program

Managing and filing vendor vouchers & onboard bookings

Organizing and presenting guest entertainment (games / lectures / presentations) according to the cruise layout & active guest relation

Responsible for all public announcements (including bridge commentary)

Facilitating and assisting guests with onboard cruise bookings

Receipt and handling of guest complaints & private guest excursions

-Shore Duties

Coordination of all excursions including audio equipment

Liaising with local suppliers (reconfirmation of reservations, busses, guides…)

Instructing and briefing local guides prior to shore-excursion

Accompanying of all excursions and walks (with or without local guides)

Controlling and monitoring of implementation and quality of the excursions

Saga Holidays

Cruise Director 03/14 – 10/14

Responsibilities

- Managing a Team of Field Staff - Ensure all field staff within your team are achieving their personal quality score, identifying development needs and taking appropriate action to overcome them, including development plans.

- Provide immediate support for all staff in your team and escalate personnel issues as necessary to your Staff Manager. Ensure that staff work patterns are fairly split and that some time off is taken into account for each member of the team.

- Meet & Greet/Transfers - Co-ordinate a team of transfer staff to meet customers at their point of entry and ensure their smooth transfer to and from the ship.

- Room/Cabin Check-in - Liaise with ship staff prior to customers’ arrival to ensure efficient allocation of cabins.

- Welcome Meetings/Cocktail Parties - Host welcome meetings, cocktail parties and other social events for customers.

- Operation of Sales & Excursions - Co-ordinate the excursion programme – promotion and payment, supplier confirmation and guiding where necessary.

- Entertainment/Activities - Co-ordinate daily events and evening entertainment in conjunction with the Saga Entertainer on board. Provide on board talks and deliver bridge commentary when the ship is sailing. Prepare a daily programme to be delivered to passenger cabins.

- Hospitality Desk - Ensure the hospitality desk is hosted during specified duty hours, in a regular location on board, in order to respond to all questions, queries and general information for customers.

- Report Writing - Complete a Cruise Report regarding the ship, facilities available, excursions and all other aspects relating to the overall operation of the holiday, promptly at the end of each cruise.

NCL - Norwegian Cruise Line

Cruise Director Trainee / shadowing 02/14-03/14

In this capacity, I was trained and occasionally acting as a Cruise Director for one of the leaders in the Travel and Leisure industry.

• Overseeing the entire entertainment product onboard "Norwegian Jade". Managing brands such as Blue Man Group, Legends in Concert, Second City, Nickelodeon, Howl at the Moon, Priscilla Queen of the Desert, Burn the Floor and Cirque Dreams as well as a staff of over 250 entertainment, technical and recreational staff.

• Director of all guest entertainment & activities onboard luxury cruise ships catering to 2000+ international guests featuring Las Vegas-style revue shows, solo entertainers, lounge musicians, children’s programs, sporting events, game shows and broadcast/technical media’s all while exhibiting a keen eye for detail.

• Providing accurate, timely and entertaining information to all guests of all ages including onstage, on-air and most importantly on a “one-to-one” basis.

• Scheduled, trained, developed and evaluated an international team of 100 + persons, while creating a positive work environment and maintaining high morale

• Responsible for scheduling and cross promoting all revenue generating activities and events.

• Experienced and traveled throughout Alaska, Bermuda, the Caribbean, Mexico, Central and South America, Europe, Australia and Antarctica.

• Developed new ideas and activities as well as conceived, created and directed television commercials for onboard broadcast to cross-promote revenue generating departments.

• Operated and monitored the onboard budget within the company guidelines .

• Coordinated multi-departmental group functions including: religious services, business seminars, lectures and private affairs.

• Help promote and market all onboard revenue areas through announcements, the Freestyle Daily and TV programming.

Barclays Bank PLC, Reading Branch

Personal Banker 03/13 – 02/14

Responsibilities

-performing intermediate duties and support related to branch operational activities and financial services;

-processes all new account transactions;

-assisting customers in their selection of various accounts and financial services;

-cross-selling the Bank's products and services;

-opening, maintaining and closing of all account types;

-performing branch clerical duties;

-promoting business for the Bank by maintaining good customer relations and referring customers to appropriate staff for new services

- processing and boarding DDA lines of credit, discussing and accepting credit applications, -providing leadership, training and support to less experienced New Account Representatives and other branch staff members

Barclays Bank PLC, Reading Branch

Customer Service Coordinator 09/12 – 03/13

Responsibilities

-develop customer service model, performance standards and targets for high-performing branch

-identify and exploit opportunities for cross-selling

-leading a team of customer advisers in all aspects of customer service, service delivery and recovery, and exceeding service standards

British Airways plc

In-flight Business Manager 02/10 – 09/12

Responsibilities:

-leading, line managing, performance managing and coaching a team of 250 cabin crew

-setting and exceeding customer service, safety targets

-recruitment

-managing an internal project which was focused in creating videos and podcast for the internal communication network and corporate training.

Eurofleet Cabin Crew 02/08 – 01/12

Responsibilities:

-customer service, in-flight safety, on-board sales

-VIP/first class crew (since March 2009)

Virgin Atlantic Airways

Cabin Crew 02/07 – 02/08

Responsibilities:

-customer service in premium cabins, in-flight safety

-company in-flight sales motivator, trainer in sales techniques and maximization

Selected to represent Virgin Atlantic at “International Sales Person of the Year” (ISPY) in 2007,

winning “Personality of the Year” award.

Easyjet Airline Company Ltd.

Cabin Crew Trainer 03/06 – 02/07

Senior Cabin Crew Member 09/05 – 03/06

Cabin Crew 09/04 – 09/05

Responsibilities:

-Reviewing and producing training materials. Delivery of initial training and recurrent course modules

-Leadership and development of crew, performance management of crew

-Customer service, In-flight safety

Romanian National Television

TV Producer and broadcaster 09/04 –02/13

Responsibilities:

-Line management of editorial team (7 staff), countersigning manager for 25 staff

-Financial management of production costs for shows

-Management of weekly shooting and editing schedules

-Supervision of pre and post production teams, development of new formats and ideas

-Successfully implemented new working methods in the light of budgetary cuts

-Developed use of e-communication tools within team for distance management

Head of Light Entertainment Department 09/01 – 09/04

Responsibilities:

-Co-ordination of departmental output for four national channels. Managing internal productions, acquisitions and co-productions, financial management of departmental budget

-Designing and producing corporate promotional videos for various sponsors, NGOs and supporters of our TV productions

-Line management of 5 team leaders, countersigning manager for 185 staff

-Sought new partnerships with external production companies, with enhanced facilities, to produce successful co-productions. Won substantial sponsorship for live events, during a period of drastic budget cuts

Created and set up a popular mentoring scheme for junior colleagues

TV reporter and broadcaster 01/91 – 09/04

- Presenting and producing a wide range of light entertainment, educational and lifestyle shows, both recorded and live

- Source new themes and stories, interview people, supervise filming, present TV productions

- Trainer/presenter at International Basel-Karlsruhe Media-Forum Foundation conferences

- Romanian spokesperson for Eurovision Song Contest 2002-2005 and commentator 2005-2012

Education, Training and Qualifications

Open University 09/11 – present

BA Hons Leadership and Management

Romanian-American University, Bucharest 09/99 – 06/02

MA Public Relations and Communication

Romanian-American University, Bucharest 09/94 – 06/98

BA Journalism and Mass Media Communication

Carol Davila Medical University, Bucharest 09/89 – 06/95

Bachelor of Medicine and Surgery

Languages

English (Fluent)

Romanian (Fluent)

French (Advanced)

Spanish (Intermediate)

German (Beginner)

Personal achievements

Romanian Champion in Ballroom dance '88, '89, '90

Destinations & Special Interest lecturer for Sixth Star Entertainment & Marketing and Compass Speakers and Entertainment, Inc.

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