Customer Service Leader with 10+ Years Experience

Liza Antoine

Vieux Fort, Saint Lucia

Telephone and WhatsApp: 1-758-***-****

email: ***********@*****.*** LinkedIn Profile

Summary

Seasoned and accomplished professional with over a decade of experience in customer service and team leadership, including 8+ years of progressive roles at Carnival Cruise Line. Dedicated to enhancing customer satisfaction through innovative service protocols, collaborative teamwork, and a proactive approach to conflict resolution and operational excellence. Recognized for leadership and commitment to quality. Equipped with a diplomas in Microsoft Excel, Human Resources, and Principles of Management, effective communication, excellent attention to detail and organizational ability. A results-driven and detail-oriented individual with a strong foundation, ready to contribute to meaningful organizational success.

Career Experience

Itel BPO

Customer Service Representative

Speedy Loans Campaign

03/2026 – 04/2026

Served as the primary contact for inbound/outbound calls,

Processed and issued loans to customers, ensuring compliance with internal guidelines and regulatory standards.

Trained to handle high-volume inbound and outbound calls, addressing customer inquiries and concerns, applying strategic rebuttals to overcome objections, and Guest Services Manager

Disney Cruise Line

09/2025 – 01/2026

● Manage and optimize the onboard Guest experience, enhancing satisfaction and addressing issues through collaboration with cross-functional teams.

● Four Direct Reports, ensuring adherence to high service standards and fostering a supportive environment.

● Acted as a liaison between departments, ensuring streamlined communication for seamless onboard operations.

● Knowledge of applications such as Fidelio, OARS, ERC Carnival Cruise Line

Assistant Guest Services Manager

Carnival Cruise Line

02/2020 – 08/2024

● Managed and optimized the onboard guest experience, enhancing satisfaction and addressing issues through collaboration with cross-functional teams.

● Direct Reports of up to 10, ensuring adherence to high service standards and fostering a supportive environment.

● Developed and implemented new guest service protocols, improving response efficiency and increasing guests’ satisfaction.

● Led team training initiatives focused on conflict resolution, professional communication, and best operational practices.

● Acted as a liaison between departments, ensuring streamlined communication for seamless onboard operations.

Guest Services Supervisor

Carnival Cruise Line, Miami, Florida

07/2016 – 02/2020

● Addressed guest complaints and provided quick and effective resolutions

● Supervised, trained and motivated the Guest Service Associates

● Oversees administrative duties are completed by Guest Service Associates.

● Supervise side duties example: Lost Luggage, Guest Access in accordance with ADA compliance Guest Services Associate

Carnival Cruise Line, Miami, Florida

04/2015 – 07/2016

● Ensured guest satisfaction with front desk and off duty interactions

● Resolved guest complaints and provide quick resolution

● registering guest credit cards, processing account payments, and exchanging currencies Bar Waitress

Carnival Cruise Line, Miami, Florida

08/2013 – 04/2015

● Restocking supplies, setting up and breaking down bar area/equipment

● Handled guest Sail and Sign card transactions, and recommended food and drink selection. HAZAMA INC (Under JICA Projects)

Engineering Assistant

Coubaril, Castries, Saint Lucia

01/2021 – 06/2021

● Supported the Senior Engineer in process improvement initiatives and project management tasks.

● Worked closely with engineering teams to enhance product testing and ensure compliance with budgetary standards and maintenance schedules.

GO ANSWER INC.

Team Supervisor

Go Answer (RigUp Campaign), Gros-Islet, Castries, Saint Lucia 10/2020 – 01/2021

● Directed a 17-member team, overseeing performance and efficiency through proactive management and scheduling.

● Conducted performance evaluations, providing structured feedback to enhance individual and team productivity.

Customer Acquisition Specialist

Go Answer (Amazon Key FOB Campaign), Gros-Islet, Castries, Saint Lucia 08/2020 to 10/2020

● Developed leads for potential new accounts.

● Convert existing prospects into new customers

Skills

● Customer Service: 10+ years

● Team Leadership and Development

● Conflict Resolution

● Microsoft Excel

● Effective Communication

● Active listening

Education

Vieux-Fort Comprehensive Secondary School

La-Ressource, Vieux-Fort, Saint Lucia

09/1992 – 06/1997

High School Diploma, Technical Studies

Certifications

● VTCT Level 2 Certificate in Hospitality Industry – 03/2013

● Emailing Your Way to the Top (Organizational Leadership and Effective Communication) – 04/2013

● Microsoft Excel and Office 2007 – 04/2015

● First Time Manager – 12/2016

● Supervising Others – 09/2024

Diplomas

● Introduction to Human Resource Concepts 01/2025

● MS Excel 2013 Intermediate 02/2025

● Principles of Management 05/2025

● Customer Service 07/2025

Awards

● HESS Champion Nominee – 10/2019

● Leader of the Month Winner – 05/2024

● Leader of the Month Nominee – 05/2024, 04/2019, 06/2018, 05/2016

● Team Member of the Month Nominee – 05/2024, 01/2016, 09/2014

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