Sales Customer Service

SABRA

KRIST

INE DO

ONOROVI

ICH

Address: ** ***** ****** *****, *********, Nevada 89074

Phone: 661-***-**** Email: adigd1@r.postjobfree.com CUSTOMER SERVICE MANAGER/SUPERVISOR

Q U A L I F I

C A T I O N S

P R O F I L

E

Goal-driven and multifaceted professional with extensive experience in the travel and call center industries overseeing all facets of customer service operations; backed by expertise in staff hiring, performance review, and training; company policies and disciplinary actions enforcement; and team supervision and motivation. Astute and hands-on supervisor, with proven ability to identify areas of improvement, develop strategic plans, streamline processes, and resolve issues to drive overall efficiencies, without compromising strict adherence to established workplace quality standards. Effective at motivating, guiding, and leading high-caliber teams of professionals as well as working closely with individuals of diverse backgrounds toward the successful achievement of organizational goals despite high-pressure and fast-paced environments. Technically proficient with Microsoft Excel, Polar, Avaya, Google Doc, and Windows.

C O R E C O

M P E T E N C

I E S

Operations Planning and Support Process Improvement and Standardization Call Escalation Management Customer Satisfaction and Retention Emergency and Crisis Intervention Dispatch Regulatory Compliance P R O F E S S

I O N A L E

X P E R I E N

C E

CUNARD CRUISE LINE Valencia, CA

Customer Service Supervisor Nov 2004–Present

Provide hands-on oversight and assistance to the International Sales, Incentives and Charter Cruise Sales, Concierge, Wedding Planner, and Documentations teams toward smooth operation

Evaluate and identify weaknesses and areas of improvement of the Inbound Sales Team, and facilitate coaching and mentoring to ensure their attainment of sales quotas

Manage interview, screening, and hiring of new employees

Administer the strict enforcement of company policies, which involve keenly monitoring attendance and implementing disciplinary action, as necessary

Preside over the presentation and training of Cunard products to major agencies on behalf of the sales teams, which entail traveling from coast to coast

Prepare dynamic PowerPoint presentations, which are used by the National Sales Team during their presentations Career Highlights

Earned

the Em

ployee

of the

Month r

ecognit

ion for

outsta

nding p

erforma

nce in

assisti

ng Pres

ident B

ush and

Wife Ba

rbara d

uring t

heir ho

liday i

n the c

ruise,

along w

ith the

ir daug

hter, g

randdau

ghter,

and mor

e than

13

Secret

Service

staff,

which

led to

selecti

on to w

ork wit

h the p

ast Pri

me Mini

ster of

the UK

.

Succee

ded in

booking

numero

us cele

brities

such a

s James

Taylor

, Carly

Simon,

Regis

Philbin

, Sting

, Lenny

Kravit

z,

and the

drumme

r Travi

s Barke

r, whic

h resul

ted in

achievi

ng the

Team Wo

rk Awar

d.

Made n

otable

contrib

utions

in book

ing all

celebr

ities i

n a maj

or movi

e shoot

, featu

ring Me

ryl Str

eep and

Gemma

Chan.

Earned

appoin

tment a

s part

of the

Care Te

am due

to broa

d exper

ience i

n emerg

ency op

eration

s; and

privile

ge to

be depl

oyed in

differ

ent cou

ntry to

assist

guest

and sta

ff.

Receiv

ed a ci

tation

from th

e Natio

nal Sal

es Team

, in re

cogniti

on of e

xcellen

t suppo

rt give

n to th

e team

E A R L I E R

C A R E E R

IOWA STATE PATROL Johnston, IA

Communications Specialist (911)

COUNTY OF BOONE CITY OF BOONE Boone, IA

911 Dispatcher

E D U C A T I

O N

Bachelor of Science in Recreation and Leisure Studies IOWA STATE UNIVERSITY, AMES, IA Alpha Xi Delta Sorority Member

Associate of Science in Recreation and Leisure Studies DES MOINES AREA COMMUNITY COLLEGE, BOONE, IA C O M M U N I

T Y I N V O

L V E M E N T

Philanthropy Chairperson, American Lung Society

Contact this candidate