Customer Service Specialist Resume Example Carnival Cruise Lines

CUSTOMER SERVICE SPECIALIST

Summary

Skilled Curriculum Coordinator adept at setting course objectives, selecting materials and overseeing program deployment. Well-organized and detail-oriented with an adaptable approach. Bringing 9 years of progressive experience as an educator.

Skills

Schedule mastery
Data evaluation
Customer relations
Senior leadership support
Customer Service
Problem Resolution
Project management
Conflict mediation

Training program improvement
Team member development
Learning modalities
Course material development
Curriculum implementation
Planning and coordination
Problem resolution

Experience

Customer Service Specialist, Carnival Cruise Lines, August 2011-CurrentPensacola, FL

Reviewed account and service histories to identify trends and issues.
Resolved average of 400 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
Met and exceeded productivity targets by handling every interaction with top-notch customer service.
Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.

F-15 Program Manager, US Air Force, June 2014-March 2018Wichita Falls, TX

Oversaw training courses and promotional paths for professionals and leaders.
Analyzed each department's training needs and developed new training programs based upon data collected.
Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
Conducted evaluations of training courses to uncover areas in need of improvement.
Mentored team members to succeed and advance within department and company.
Directed 72 yearly training courses for 1500 participants.
Created effective training course objectives, course content and all materials.
Managed training calendar for entire fiscal year, including setting course plans, training spaces and department rotations.
Created testing and evaluation procedures to assess performance before, during and after training sessions.
Monitored training costs to maintain training budget.
Designed training modules implementing strategic business practices and organizational behavior training concepts.

Combat Logistics Operations Senior Controller, US Air Force, May 2008-June 2014Hurlburt Field, FL

Planned and arranged logistics required shipments.
Provided smooth operations by maintaining communication with supervisors of other departments.
Analyzed data to determine and maintain the most cost-effective procedures.
Oversaw 12 employees through evaluations, scheduling and training.
Developed monthly reports complete with project timelines, corporate metrics, and productivity measurements.
Supervised staff of 12 in daily activities, delivering continuous training and coaching to bolster each employee's skill set.
Coordinated and monitored inbound and outgoing deliveries, keeping abreast of delays and other issues.

CV-22 Aerospace Propulsion Lead Instructor, US Air Force, August 2003-May 2008Jacksonville, NC

Evaluated student progress and adjusted learning plans to foster progress.
Developed guides and course materials to reinforce lecture information and help students learn.
Developed and deployed oral and written assessment strategies for optimal review of student abilities.
Evaluated students to uncover learning deficiencies and devise improvement plans.
Managed curriculum development and daily facility operations to align with corporate objectives.
Participated in workshops and trainings to improve skills and learn new methods for classroom instruction.
Managed and organized class records and reports.
Mentored and counseled students with social adjustment and academic issues.
Developed engaging and informative lesson plans that incorporated multiple learning modalities to help students grasp complex concepts.
Assessed each student's grasp of class material presented in courses and workshops.
Established objectives for lessons, modules and projects.
Designed and enhanced programs that elevated teaching proficiency throughout facility.
Conducted tests and quizzes to evaluate student progress with course material.
Observed and evaluated student performance and development and provided appropriate feedback on work.
Researched and developed innovative learning methods to optimize learning processes.
Delivered training program courses to meet validated agency requirements.
Built and updated evaluation and survey tools to monitor and improve effectiveness of courses.
Evaluated course performance to determine areas in need of improvement.
Utilized knowledge of industry best practices to improve upon existing training methods.
Developed curriculum and learning materials to increase comprehension.
Demonstrated knowledge of varied learning modalities.
Implemented employee training programs to improve performance and productivity.
Developed and improved curricula, course formats and lesson presentations for diverse topics.
Improved operations by working with team members and customers to find workable solutions.

Education and Training

Bachelor of ScienceSouthern Illinois University Carbondale, CarbondaleIL

Associate of ArtsInstructor of Military Science , Community College Air Force, Goldsboro, NC

Associate of ArtsAviation Maintenance Technology , Community College Air Force, Goldsboro, NC

Security Clearance

Active DoD Secret valid until 04/15/2025

Resume Overview

Companies Worked For:

Carnival Cruise Lines
US Air Force

School Attended

Southern Illinois University Carbondale
Community College Air Force

Job Titles Held:

Customer Service Specialist
F-15 Program Manager
Combat Logistics Operations Senior Controller
CV-22 Aerospace Propulsion Lead Instructor

Degrees

Bachelor of Science
Associate of Arts
Associate of Arts

Customer Service Specialist Resume Example

Resume Score: 80%

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