Quality Assurance Leader in Customer Service
Resume:
KANDI LAW
Quality Assurance Team Lead
PROFILE
Quality professional with over 20 years of experience in the Customer Service and Cruise industry. Reliable professional with forward thinking strategies that balance the business, guests, and employee needs.
Able to assess situations to provide win/win outcomes that provide a seamless best-in-class guest experience.
SKILLS
Leadership
Problem Solving
Procedure Development
Communication
Efficiency
Self-Motivated
Collaborative
Development
CONTACT
PHONE:
EMAIL:
**********@*****.***
WORK EXPERIENCE
Azamara Cruises, Quality Assurance Team Lead
September 2023–October 2025
Established and assisted in creating quality expectations for the Azamara Sales and Support Center
Enhanced forms for department specific criteria to ensure that Azamara is a trusted brand in the industry
Trained QA agents as they joined the team as well as new hires and external sales agents
Facilitated call calibrations with the leadership team while increasing communication and coaching opportunities
Responsible for increases to the Quality standard from a 65% to a 77% success rate in 3 months
Reporting for the Quality Department as well as a narrative of successes and opportunities sent to leadership
Resolutions Specialist
May 2023–September 2023
Ability to de-escalate guests and travel partners during a transformation
Assisting Sales and Support agents with questions on policy, procedure
Assumed specialty permissions to ensure resolution of more complex issues
Celebrity Cruises, Star Desk
September 2004 –May 2023
Managed accounts with elite travel partners to increase their trust in the brand.
Provided stellar guest services to VIP travel agents with a proven track record of first resolution assistance
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