Experienced Remote Cruise Travel Coordinator

YOLANDA STRAUGHTER

*****************@*****.*** 713-***-****

25+ years in high-level customer service in Insurance, and Financial services. Skilled at building trust with internal and external stakeholders, resolving complex issues, and driving customers and business success. Certified to Teach English as a Second Language with extensive remote and in-person teaching. Experienced handling high call volume and high volume ticket support system, assisting customers via email, chat, and phone while working remote.

PROFESSIONAL EXPERIENCE Part-time Port Agent Intercruises Shoreside and Port Services Contracts with Mediterranean Shipping Company (MSC) and Norwegian Cruise Line (NCL) Galveston, TX Nov 2025-Present

Managing all documents such as passports, Visas, H-1B, Green cards, Resident Alien Cards and procedures with Customs and Border Patrol (CBP) for smooth entry and exit into the United States.

Greeting quest with a warm welcome and smile by name at embarkation and debarkation.

Providing directions and information to quests about cruise and ports of call and terminal regarding cruise parking, rideshare, luggage drop off/pick up, lost and confiscated items, VIP/Yacht club perks, and security check in/out.

Self-Employed Contractor Favored Opportunity – Bacliff, TX

Nov 2023 – Present

Educate small business owners on credit building, funding strategies, and business planning.

Guide clients in grant research, social media growth, and community outreach.

Provide workshops and one-on-one coaching on adapting to changing markets.

Remote Mortgage Service Advisor U.S. Bank – The Woodlands, TX

Nov 2022 – Oct 2023

Resolved complex mortgage inquiries, including escrow analyses, Mortgage Insurance removal, and payoff requests.

Delivered financial education on escrow accounts, insurance, taxes, and repayment options.

Collaborated across teams using secured banking systems to ensure compliance with state and federal guidelines.

Customer Service Representative Allstate – Remote

Nov 2015 – Apr 2022

Handled auto claims involving accidents, theft, vandalism, and weather damage.

Analyzed claims for liability, applied state-specific rules, and guided customers through the claims process.

Consistently met performance metrics while maintaining empathy and accuracy.

Records Management Specialist Conroe ISD – Conroe, TX

Jun 2010 – Sep 2014

Managed 20,000+ personnel records in compliance with Texas Education Agency retention policies.

Processed background checks, recruitment efforts, and diversity-focused hiring support.

Ensured accuracy, confidentiality, and efficient HR operations.

EDUCATION

Lone Star Community College – Business Administration Studies 1989

Sam Houston State University – Business Administration Coursework 1989

SKILLS

Customer Relations • Conflict Resolution • Mortgage & Escrow Analysis • Claims Processing • Business Coaching • Records Management • Accounting • ACH Transactions • Accounts Payable/Receivable • Microsoft Office Suite • Teams/Zoom • Slack* Training & Development and AI Skills * CRM platform (Salesforce)

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