Customer Service Representative
Resume:
RONDRIA MAYCOCK
Plantation, Florida 33324
*** ********* **** ******, *****, FL 33138 (H) 754-***-**** (C) 786-***-**** *********@*****.*** PROFESSIONAL SUMMARY
Dedicated Customer Service Representative with more than 20 years experience in event planning, administrative, collections and in-depth knowledge of the Cruise Industry.
SKILLS
● Service-oriented
● Event planning and coordination
● Call center operations
● Revenue driven customer service
● Concord Systems
● Accurint search
● Basic computer skills
● Collections
● Efficient
● Siebel knowledge
● Team building
● GUI system Strong problem solving aptitude
● Avaya system
● Excel experience
● Adaptability and responsiveness
WORK HISTORY
Mortgage Collector 08/2017 to Current
The Berkley Group - Fort Lauderdale
● Contacts customers via phone, email and mail to collect payments
● Submits payments for processing via Concord, update payment information
● Verify and update customer information
● Communicates information to customers involving mortgage, loans balances, interest rates and fee
● Report accounts to Experian once 90 day delinquency
● Skip accounts for tracing to obtain new contact information
● Insures customer correspondence is submitted to the document Imaging clerk for retention purposes and insures proper disposal of documents containing sensitive information
● Answers incoming service calls during high volume periods and respond Corporate Event Planner 04/2015 to 06/2016
Royal Caribbean Cruises – Miramar, Florida
● Negotiate to secure on-board venue space
● Coordinate audio/visual requirements, offered food and beverage options
● Reviewed all aspects of group contracts, including verification of stateroom inventory, pre-approved venue confirmations, amenities, air requirements, hotel packages, accounting invoices, documentation, payments, commission refunds, and manifests
● Resolved service-related problems in a timely manner.
● Sought to up sell on-board amenities and packages to corporate clients throughout the life of the contract.
● Liaison with on-board revenue teams for Shore-Excursions, Spa, Food and Beverage, Specialty Restaurants, Internet and Photo to drive pre-cruise sales.
Resolution Sailing Specialist 06/2007 to 04/2015
Royal Caribbean Cruises – Miramar, Florida
● Researched and resolved pre-cruise accounting concerns
● Answered questions and coached internal customers regarding accessing the latest and most correct information, using appropriate internal resources and effectively working within company information systems.
● Made decisions regarding the offering of special faring and approves/denies exceptions to company guidelines, upgradesor other inducements to ensure continued guest satisfaction.
● Received and handled escalated calls transferred from group agents for the purpose of diffusing conflict and ensuring customer satisfaction.
● Routinely coordinates with company-wide internal departments including Revenue, Guest Flight Operations, Air/Sea,Documentation, Accounting, Sales, Hotel Operations, Executive Customer Service, for service resolutions. Senior Partner Advocate 12/2005 to 01/2007
Royal Caribbean Cruises – Miami, Florida
● Serviced Top Accounts to provide an all in one access service area within the cruise organization in a one-stop platform.
● Handled inbound and outbound calls, emails, faxes and regular mail from travel partners.
● Processed a high volume of basic routine transactions for all group types, including allocating and maintaining cabin inventory, air gateways, pre and post hotel packages, and dining assignments, entering manifests, and applying payments.Investigated travel agent complaints on bookings, produce, service, billing, air, credit, or pre/post vacation experiences.
Partner Advocate 06//2004 to 12/2005
Royal Caribbean Cruises – Miami, Florida
● Anticipated the needs of assigned accounts and advised them of opportunities to sell additional business.
● Made decisions regarding exceptions to policy that make good sense and are within established guidelines, and continuously seeked new and innovative ways to maximize the business.
● Addressed problems, complaints, requests and resolved by phone or through written correspondence according to response guidelines and Quality Assurance metrics
● Reviewed all aspects of group files, including verification of stateroom inventory, air requirements, hotel packages, accounting invoices, payments, manifests and documentation. Group Account Agent 08/2003 to 06/2004
Royal Caribbean Cruises – Miami, Florida
● Answered in-bound telephone calls from travel partners and/or direct guests.
● Provided general information regarding products, services and promotions.
● Quoted prices and availability including cross-selling and up-selling.
● Served existing bookings including making changes to reservations, accepting and recording payments and assisting travel partners with arranging guest preferences.
● Conducts basic research for the purpose of problem resolution and communicates solutions to travel partners and/or guests. Letter of recommendation and references upon request Education
High School Diploma:
Miami Northwestern Senior High - Miami, Florida
2.9 G.P.A
Student Government Representative
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