Andrew Smith

287 Custer Street, Hopewell, PA 00000
[email protected]
(000) 000-0000

Professional Summary

Recent graduate with an Bachelor's Degree and 14 years of experience in cruising industry operations including guest services, concierge, sales.  Responsible, disciplined leader dedicated to delivering results that contribute to the overall success of customer service. Actively seeking a management role within a growing supply chain where I can utilize world-class leadership and customer service skills to make an immediate impact.

Education

East Hettinger Institute, Port Stefany, Iowa
Associate of Arts, Nov. 2017
Western Stiedemann Institute, Tameraburgh, New Hampshire
Bachelor of Science, Supply Chain Managment, Feb. 2017
East Robel College, Port Jannieville, Indiana
Accounting Technology Specialist, Oct. 2016
Sanford College, Port Craig, Hawaii
Business Specialist, Aug. 2016
West Georgia College, Gerholdville, Michigan
Business Operations, Jul. 2016
Eastern Langosh University, Port Darcy, Missouri
Associate of Science, Logistics & Transportation, Jun. 2016

Employment history

Reservations Manager / Training & Resource Develpment, Smitham, Dare and Hauck. West Maura, Illinois
Dec. 2017 – Present
As a Reservations Manager and Lead Trainer at Crystal Cruises, I coordinate the daily activities of the call center.  Additionally, I  provide coaching, training and mentor sales agents to achieve and maintain high customer service and performance levels.

By using my extensive experience and background, in managing personnel in a call center environment,  I successfully established the first  Miami Call Center for Crystal Cruises.  As a pioneer of the operation, I was able to grow the reservations team in Miami , allowing the company to handle more call traffic and at the same time increasing customer satisfaction.
 
My clear understanding of the organization's goals, has enabled me to align training and development  programs specifically geared for our employee’s training needs.  Using the methods I have developed with the resources that are available, I am able to evaluate and strengthen the employee’s skills effectively, while working in a fluid and face paced environment. 
Lead Agent - Reservations, Frami, Littel and Huels. East Kammouth, New York
May. 2015 – Jun. 2015
  • Opened a new call center operation in Mexico, established equipment, routed calls, directed 15 team members, monitored calls, and transferred supervisor issues reports to Miami.
  • Examined, analyzed, and resolved critical daily operational issues, including systems glitches, staffing issues, call center forecast calls, and problem resolution calls.
  • Directed and sustained corporate databases, including CRM, Past Guest database, Carnival Shareholder database, and itinerary changes database.
  • Organized and updated product knowledge to answer questions about services and policies.


Skills

Customer Service
Expert
Critical Thinking
Experienced
Microsoft Excel
Experienced
Microsoft Word
Experienced
Spreadsheets
Experienced
Databases
Experienced
Training
Experienced
Public Speaking
Experienced
Management
Experienced
Coaching
Experienced

Languages

Spanish
Native speaker

Accomplishments

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More Job Descriptions for reservations manager Resumes

1

reservations manager

  • Make customer the priority.
  • Make sure all requirements of the daily management checklist have been completed.
  • Monitor rates by contacting competition
  • Assist with managing of approximately 25-30  independent company dealerships to maintain a great standing company relationship.
  • inventory control including reporting of stolen and / or recovered equipment.
  • Heavy call volume: call center.
  • Developed , implemented and monitored programs to maximize customer satisfaction.
2

reservations manager

  • All aspects of inbound reservations from both Domestic and International agents. Confirmations, Amendments & invoicing 
  • Managing Accounts Payable/Receivable
  • Telephone communications 
  • Front Desk Check in and Check out 
  • Building Procedures and Manuals 
  • Managing Staff 
  • Overseeing Restaurant / cafe operations. 
3

reservations manager

  • Arrange for drivers to pick up particular customers or groups on a regular schedule.
  • Dispatch work daily.
  • Resolve customer complaints or answer customers’ questions regarding pricing and procedures. 
  • Recruit, interview, and select drivers.
  • Consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules. drivers, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
4

reservations manager

  • Provided detailed daily departmental reports ad updates to senior management.
  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel reservations or requests
  • Comfortable with relay service for hearing-impaired customers needing assistance with rentals or reservations.
  • Promote company products and services to better assist customers
5

reservations manager

  •  Responsible for London market. Handling the Inventory of 75 serviced apartments 
  • Accountable for Inventory management on daily basis. 
  • New channels to be introduced for the expansion of the brand. 
  • Handling corporate guests, creating customized packages for corporate requirements. 
  • Handling guest complaints, offering feedback and after sales service. 
  • Market Study and Competition Analysis