Customer Experience & Operations Leader

EUGENIE LEVROS

Customer Experience & Operations Leader Human Resources Specialist

Sunrise, FL 954-***-**** ️ *******@*****.***

www.linkedin.com/in/eugenie-levros

PROFESSIONAL PROFILE

Customer-focused and results-driven Customer Experience and Human Resources professional with 10+ years of experience strengthening employee and guest journeys across hospitality, travel, and corporate environments. Proven ability to elevate satisfaction, optimize onboarding workflows, and guide cross-functional initiatives. Experienced in high-volume operational environments supporting guest services, logistics coordination, and turnaround activities while maintaining strong compliance standards. I am skilled in CRM and HR systems including Salesforce, Oracle HCM, Kronos, Taleo, and PeopleSoft. LEADERSHIP & OPERATIONS HIGHLIGHTS

Team Leadership – Guide and mentor new staff members in guest service protocols, safety procedures, and turnaround coordination in a fast-paced port setting.

Operations Coordination – Oversee passenger movement, luggage recovery, and service issue resolution while collaborating with port agents, ship personnel, and logistics partners.

Guest Experience Excellence – Address service disruptions and traveler concerns using empathy and problem-solving to maintain positive outcomes.

HR & Workforce Support – Background in onboarding, employee engagement initiatives, HR compliance, and workforce communication across large organizations.

Systems & Reporting – Maintain operational logs, case documentation, and workflow tracking using CRM and HRIS platforms.

PROFESSIONAL EXPERIENCE

Customer Experience Specialist Team Leader – Turnaround Operations

Intercruises Shoreside & Port Services – Port Everglades/FLL, FL Jan 2025 – Current

Collaborate with port teams, including security, customs, and transportation partners, to streamline embarkation and debarkation activities, reducing passenger wait times by 20%.

Act as primary contact for travelers in transit, resolving service disruptions, misplaced baggage, and excursion delays with minimal escalation.

At Intercruises Shoreside & Port Services, serve as Team Leader and Lead Coordinator for turnaround operations at Port Everglades, managing passenger flow, luggage recovery, and left behind item resolution while collaborating with ship personnel, port agents, customs officials, and logistics partners to maintain smooth guest experiences in a high volume cruise terminal.

HR Assistant III

Artech Staffing / American Express – Sunrise, FL (Remote/Work From Home) May 2022 – June 2024

• Led CX-focused onboarding workflows that reduced processing time by 40% and increased new-hire satisfaction.

• Managed background verification and pre-employment screening through Salesforce, Taleo, and HRIS platforms while maintaining regulatory compliance.

• Supported employees and candidates in a remote, high-volume call center environment, addressing onboarding inquiries through phone, email, CRM systems, and case management tools.

• Reviewed onboarding data and stakeholder feedback to enhance I-9 accuracy and strengthen employee experience initiatives.

Human Resources Manager

Nspire Healthcare – Tamarac, FL Aug 2019 – Nov 2020

Directed HR activities, including recruitment support, onboarding, employee relations, and payroll coordination for 200+ employees.

Introduced engagement initiatives that increased workforce satisfaction by 35% and strengthened team morale.

Maintained compliance with labor regulations and internal policies while assisting leadership with workforce matters.

Facilitated workshops in conflict resolution and workplace communication to promote a service focused organizational culture.

HR Admin Assistant

Office Depot / Office Max – Boca Raton, FL Jul 2015 – Mar 2019

Delivered HR administrative and onboarding assistance to 1,000+ internal employees through phone, email, and HRIS systems.

Participated in HR systems evaluation and testing during Oracle Cloud and Kronos transition projects.

Coordinated new hire documentation and orientation activities across multiple locations while maintaining compliance.

Maintained HR case tracking and issue resolution through Salesforce and Oracle systems to improve response time.

Credentialing Specialist

All Medical Staffing / Mednax – Sunrise, FL Jun 2014 – May 2015

Processed physician credentialing documentation and provider onboarding while ensuring regulatory compliance.

Delivered provider assistance through phone, email, and digital platforms to address credentialing inquiries.

Introduced digital credentialing workflows that reduced onboarding timelines by 40%.

Performed credentialing audits and maintained verification records to support quality assurance and compliance.

SKILLS & TOOLS

Customer Experience & Operations

Guest Engagement • CX Strategy • Service Recovery • Complaint Resolution • Passenger Flow Coordination • Call Center Operations • Turnaround Operations • Luggage Recovery • Cross Functional Collaboration • Training & Coaching • Remote Work • High-Volume Environment

Human Resources & Compliance

Talent Acquisition • Onboarding Support • HR Operations • Compliance & Audits • Credentialing • CAQH • E Verify • Background Screening • Candidate Support

Systems & Technology

Salesforce • Oracle HCM Cloud • PeopleSoft • Kronos • Taleo • CRM & HRIS Platforms • Microsoft Office • HireRight • First Advantage

EDUCATION

High School Diploma – Department of Education

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