Customer Service Project Management

MERRIE SVETICH 541-***-****

*** ********** *****, ******, ****** 97404. *******@***.***

SUMMARY OF QUALIFICATIONS:

* + yrs in Cruise/Travel industry

Exceptional/Top Sales Professional

Community Engagement

25 years in Customer Service

Promotions Management

Policy & Procedure Compliance

Exceptional Customer Service Skills

Team Supervision & Scheduling

Project Management

Time Management

Critical Thinking

Active Listening

Service Orientation

PROFESSIONAL WORK HISTORY:

CLUB ROYALE AGENT December 2019 – October 2022

Royal Caribbean Group - Springfield, OR

Assisted Casino Guest and Travel Partners with cruise reservations based on play and offers. Booked air/hotel reservations. Resolved accounting issues for guest and travel partners as well as Future Cruise Credits, locating funds and distributing them according to policy. Worked on Escalation Team, Correspondence Team and Web Chat Team to assist agent in resolutions and questions on policy and procedures. Ability to excel in Call Metrics as well as maintaining an above average QA score.

RESOLUTIONS RESERVATIONS SPECIALIST December 2018 – December 2019

Royal Caribbean Group - Springfield, OR

Resolved pre-cruise issues including but not limited to accounting, pricing, discounts onboard purchases, assisting Agents, Travel Partners, and Groups. Prepared workflows as needed to ensure completion. Managed Escalated situations, following company policy and using critical thinking to resolve issues for our highly valued Travel Partners. Worked on special Redeployment team due to weather, ship and covid issues. Made decision resolving special faring, QMS procedures, Policy overrides and releasing inventory. Consult with other departments including but not limited to: Revenue Management, Coupon Redemption, Sales, Corporate Guest Relations, Guest Port Service, Air/Sea Ticketing, Accounting, Dining, Loyalty, Cruise Tours, Knowledge Desk, Supervisors and Shipboard Staff.

CONSUMER OUTREACH SERVICE AND SALES AUGUST 2017 – December 2018

Royal Caribbean Group - Springfield, OR

Responded to inbound calls from direct guest regarding current reservations while using the opportunity to suggest additional services onboard and on shore to enhance guest enjoyment. Provided one call resolutions on all calls. Also worked in bound sales, utilizing sales techniques to finalize bookings with added revenue such as air, packages, and excursions.

AWARDS

Employee of the Month: Received the Emerald Award 13 and Platinum Award 9 times.

EDUCATION:

POLITICAL SCIENCE Bachelors of Science

Colorado University; Boulder, Colorado

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