Customer Service Guest Experience

RAYMEL GARCIA

786-***-**** ******@*****.***

Summary

A challenging position where I can deploy my experience and expertise in order to achieve personal and company’s goals

Areas of Expertise

• Exceptional analytical skills, communication abilities (both verbal and written), customer service, and interpersonal relationship skills

• Digital art (please visit www.raymel-garcia.pixels.com)

• Systems utilized to perform evaluations: GUI, Speech IQ, Verint, and Siebel

• Experience with recording platforms: Verint and Orecx

• Excellent management and leadership abilities

• Proficient in relevant computer applications, internet navigation, word-processing, spreadsheet, and database applications

• Manage and prioritize daily work effectively

• Fluent in English and Spanish

• Analyzed and reviewed claims for accuracy and compliance Professional Experience

ROYAL CARIBBEAN INTERNATIONAL - Miramar, FL March 28, 2022 – Present Lead, Royal Guest Experience Management

• Act on behalf of Guest Experience supervisors

• Provide backup support and guidance regarding employee performance issues for Guest Experience specialists

• Process daily reports including specialist metrics and numerous push reports (Power BI)

• Monitor daily correspondence and react by communicating changing needs with team, supervisor, and Siebel admins

• Plan and conduct team briefings as a backup to supervisor and provide constructive ideas to the team with relevant updates

• Retrieve, transform, distribute, and manage the information needed for the customer-centric proactive projects of the Guest Experience team. Examine pertinent information to determine what actions need to be taken to troubleshoot information flow or system issues.

• Respond to inquiries from other department’s employees for support and assistance with systems, programs, and policies.

• Assist in managing daily workload for projects

• Lead team and provide required support, training, and development in the absence of the supervisor

• Assist agents in handling special projects as needed

• Conduct trainings regarding simple topics and new programs, support Training Specialists as Subject Matter Experts

• Recommend improvements in booking, documentation methods, revenue management procedures, service, accounting methods and procedures to prevent future complaints of a similar nature in these areas

• Perform the investigation of travel agent / guest complaints about booking(s), product, service, billing, air arrangements, and/or any pre or post vacation experiences

• Handle irate or difficult callers. This position will handle irate and frustrated guests that have escalated their concerns about their cruise vacation

• Assist in interviewing potential candidates, make hiring decisions for the team, and help get new hires up to speed with policies and procedure

ROYAL CARIBBEAN INTERNATIONAL - Miramar, FL January 29, 2018 – March 2022 Specialist, TSS Quality Assurance

• Execute contact center evaluations across multiple skills providing an accurate assessment of performance. (Individual Reservations, Groups Reservations, Customer Service, Customer Service Correspondence, Air2Sea)

• Produce trending data, analysis, and actionable expectations recommendations to leadership team from evaluated interactions

• Conduct focus groups with front line contact center staff and provide feedback on their overall Quality Assurance performance by reviewing recorded interactions

• Evaluate and report on the results of speech analytics including recommendations for business rule changes, efficiency opportunities and sales effectiveness

• Recommend to business leaders changes and/or improvements to business units evaluation strategy to be aligned with company and customer expectations (B2C, B2B)

• Participate in the design and administration of channel monitoring formats and quality standards

• Ensuring that all Quality Assurance resources and assessments remain compliant by business and roles, up to and including doing the job task on a quarterly basis

• Coordinate and facilitate calibration sessions for contact center staff encompassing all channels. Leads and/or participates in mystery shopping, side by side coaching and root cause analysis for performance opportunities

• Manage relationship between Quality Assurance Department, line supervisors and front-line agents by being available to assist in huddles, team meetings and training sessions

• Act as a resource for the training organization with the deployment of system enhancements, new- hire and progressive training

• Meet with business leaders to conduct Quality Assurance audits on evaluations submitted by supervisors, realign Trade Support & Service contact center evaluation expectations and disseminate the outcome with all involved stakeholders ROYAL CARIBBEAN INTERNATIONAL - Miramar, FL, April 2017 – January 2018 Correspondence Agent / Customer Center

• Maintained and improved quality results by adhering to standards and guidelines

• Created correspondence templates to assist in automating responses to comment cards

• Informed clients by explaining procedures; answering questions; providing information

• Maintained communication by reporting problems

• Accomplished organization mission by meeting goals and completing related results

• Obtained information by answering emails from guests and travel agents ROYAL CARIBBEAN INTERNATIONAL - Miramar, FL, October 2015 – April 2017 Call Center Agent / Customer Center

• Obtained information by accurately documenting customer’s complaints

• Informed clients by explaining procedures; answering questions; providing information

• Maintained communication by reporting problems

• Maintained and improved quality results by adhering to standards and guidelines

• Accomplished organization mission by meeting goals and completing related results AR&R ENTERPRISES, INC. – Miami, FL 1995-2014

Owner / Medical Biller

• Conducted regular risk assessments and quality assurance reviews to evaluate compliance and to identify potential gaps in policies, procedures, and business processes

• Analyzed and reviewed claims for accuracy and compliance

• Managed efficient daily operation of the organization, including billing, accounts receivables, account payables, and customer service

• Developed strategies to improve physicians’ cash flow, reduced delinquencies, maximized recoveries and minimized losses.

• Verified insurance coverage for patients

• Requested documents needed to support claims

• Prepared claims for submission to insurance carriers

• Reviewed payments and denials and requested additional documents to resolve unpaid claims

• Used numerous Medical Billing Software

Education & Training

Certified ScrumMaster®

September 2019

Agile Foundations Training and Certification Program June 2019

American High School

Miami, FL

Diploma

1989-1992

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