Escalated Support Advocate/Digital Marketing Specialist Resume Example
Enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Excited to begin new challenge with successful team.
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Receives and responds to complex customer service inquiries via mail, fax, and e-mail as outlined in the subsections below.
Handles situations which require the adaptation of responses, extensive research, and advanced problem solving skills based on the information provided by the customer.
May also handle inbound telephone calls in order to assist call center during peak periods or when designated by management.
Calls are non-routine and require deviation from standard screens, scripts, and procedures.
Enters information into a computer database for the purpose of tracking each customer interaction.
Assists our shipboard staff in researching issues and determining the appropriate action needed to resolve it onboard in order to prevent post-cruise volume. When a guest escalates their issues to the sales channel, we will assist the Travel Partner and/or Business Development Manager in reaching a fair and reasonable resolution keeping both the business as well as guest interests in mind.
On occasion, our Global Security team will leverage us in communicating with certain guests regarding a specific issue that must be discussed prior to that guest sailing again.
As technology advances, so does the number of outlets available for guests to voice their concerns. Social media sites will be monitored in order to respond to guest concerns that are posted.
Assist direct guests with any issues they present and work with them to find a fair and reasonable resolution.
Responsible for effectively communicating with all relevant shipboard and shoreside departments, as well as external vendors, and providing appropriate follow-up.
Responsible for taking ownership of all customer concerns and ensuring a full and appropriate resolution is reached within departmental timelines.
Hired, trained and mentored sales and marketing staff dedicated to empowering customers..
Identify, develops, and sustains the quality of working relationships with the casino guests.
Must sustain these relationships via personal invitations to private events, marketing, and other activities.
It is also the responsibility of a casino host to grow rated play, making reinvestment judgments based on casino play.
Promote special activities by attending special events and participating when needed and via personal and telephone contact.
Assisted with in-house reservations for restaurants, shows and spa services to deliver maximum guest satisfaction.
Resolved conflicts with communication skills and use of discounts and complementary offerings.
Addressed questions and concerns from general public, resolving problems promptly to promote community satisfaction.
Maintains and issues all departmental equipment assigned to Public Safety Officers, including but not limited to, radios, key sets, vehicle keys, PDA's and any other items as determined.
Responsible for issuance and documentation of these items to designated (NSU and contract) personnel.
Responsible for processing all departmental incident reports and logs received during the shift from the Public Safety Officers.
This includes entering data into records management software, copying, filing, scanning, and using Microsoft Outlook email system.
Responsible for greeting and welcoming all visitors to the Public Safety lobby area.
Will provide information and customer service to the public and visitors regarding Public Safety programs and policies including information about parking citations appeals.
Responsible for the lost and found items including recording and storage of all found property brought in by the officers and/or the NSU community, and the release of property to the owners or other disposition.
Responsible for researching and identifying ownership of the property and return if possible.
Preparing and submitting work orders relating to repairs of departmental vehicles and equipment.
Operation of the fingerprinting system for any approved University applicants or employees.
Complete the appropriate training of the system and remain current on any subsequent training.
Receive all incoming mail for the Public Safety Department and deliver it to the appropriate employee or area.
Manage all outgoing mail and retain custody of the items until University Mail Services picks it up.
Assist the Quartermaster with transporting vehicles and equipment, warehousing, inventory control, materials handling, and purchasing.
Public relations and contact with the general public. Perform repairs to facility and property.
Optimized recruitment efficiency and retained top talent by implementing new recruiting program.
Led recruitment team and trained, mentored and developed new advisors.
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Resume Overview
School Attended
- South Broward High School
- Nova Southeastern University
Job Titles Held:
- Escalated Support Advocate/Digital Marketing Specialist
- Casino Host
- Public Safety Aide
Degrees
- High School Diploma
Some College (No Degree)
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