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Client / Customer Service ~ Project Management ~ Training ~ Reporting
Offer seasoned expertise in high-end client services and communication gained from impressive tenure with 6-Star luxury cruise line. Considerable expertise in special event planning and coordination, training, HR support, marketing, emergency/crisis management, and relationship-building; highly accustomed and adept at dealing with affluent and/or demanding guests. Possess extremely polished written and verbal communication skills including specialized talents in conflict resolution. Sincere enjoyment in helping customers and achieving extraordinary levels of satisfaction and repeat/referral business.
Eliminated at-risk paper trails at LA Country Club by purchasing Adobe Live Cycle script writing software in support of changeover from handwritten paper-based applications to electronic applications.
Revamped Club s policy of carrying guest cards to result in considerable cost savings.
Within 24 hours, prepared spreadsheet of unaccounted for guests during Hurricane Sandy, tracked and located guests, and provided up-to-the-minute manifests for land operators and shuttle/hotel service.
Significantly enhanced overall productivity for Crystal Cruises by playing an integral role in developing, editing and launching booking engine (book.crystalcruises.com) as well as self-service site for guests (checkin.crystalcruises.com).
Compiled six Excel revenue reports each month for review by all Crystal Cruises senior executives including President and Chairman.
Spearheaded content and administration of internal SharePoint site for Passenger Services and all sub-departments, and expanded SharePoint site for Reservations Sales and Emergency Procedures.
Championed all large Familiarization trips for VP of Passenger Services and numerous airline partners.
The Los Angeles Country Club, 2014 to Present
Support COO and Board of Directors by gracefully handling high-level administrative needs surrounding planning, budgeting, training, orientation, event coordination, member relations, and IT management.
Coach and instruct newly-elected Board members in Diligent Boardbooks, troubleshoot and resolve system accessibility issues, and provide practical guidance in Club protocols.
Orchestrate annual retreat for Board including all travel logistics, catering, and meeting venues.
Execute Article IX hearings while adhering to strict confidentiality rules and regulations.
Monitor social media scanning tool (Meltwater) to filter unwanted exposure from Twitter, Instagram and Facebook, and appointed as Club s IT & telecommunications liaison and first point of contact for staff.
Oversee administrative tasks for Human Resources Department as needed to assist Director in meeting state s compliance mandates.
Received highest percentage of payroll raise permitted by Club each year (5%) based on extraordinary performance and contributions, and awarded 10% raise in June 2017.
Converted paper-based membership files to electronic format to drastically improve organization.
Ordered, installed, and trained seven staff members in use of
screen capture and scrolling window capture software, substantially
streamlining workflow for senior leadership.
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Reduced overall purchase price of Diligent Boardbooks from $15K per year to only $10K per year, eliminated installment fee, and orchestrated project from initial research through to implementation.
Sourced and purchased 12 new iPads, loaded all devices with Diligent Boardbooks, and programmed each device to be user-ready for each Board member.
Arranged for representative at Diligent to visit company and personally train all Board members in use of Diligent Boardbooks on Club-issued iPads.
Crystal Cruises, Century City, CA, 1999 to 2014
Executive Assistant to Vice President of Passenger Services (2006 to 2014)
Steadily advanced throughout a series of promotions based on exceptional performance, loyalty, longevity and reliability.
Created, updated and maintained high-volume Excel spreadsheets, PowerPoint presentations, Word documents, and Adobe Reader files.
Provided quality executive-level support to VP of Passenger Services, Director of Reservations Sales, Manager of Inventory Control/Product Development, Manager of Air Department, Manager of Corp Air/ Air Systems and Director of Air/Documentation Services.
Applied strong leadership attributes toward training new administrative staff, creating training videos for new administrative assistants, and assembling training manuals for Reservations.
Compiled, monitored and cost-effectively administered annual budgets for five departments.
Collected and calculated comprehensive data to prepare all month-end reports encompassing FTEs, booking sales, call center in-bound calls, year-to-year comparison graphs, and Internet booking sales.
Planned and successfully orchestrated monthly luncheons for group of 70.
Conducted informative and compelling business tours of ships to secure new business.
Traveled to business partners on east coast to deliver training and support in use of booking engine.
Negotiated and secured contracts with airline partners for annual holiday prizes and seamlessly facilitated winners cruise vacation from start to finish.
Inside Sales Associate / Account Executive (2002 to 2006)
Drove inside sales revenues through extraordinary talents in account development and problem solving.
Provided administrative support to District Sales Managers and designed numerous spreadsheets, presentations and business correspondence to win new business and support existing accounts.
Traveled when required to host shows and conventions, essential to maximizing brand awareness and subsequent sales.
Voyage Coordinator / Air Support Agent (1999 to 2002)
Demonstrated sound communication and interpersonal skills in delivering first-rate customer service.
Transportation Management Diploma ~ Major in Travel and Tourism
Academy Pacific Business and Travel College, Hollywood, CA
Microsoft Excel (advanced level), New Horizons
CERT (Community Emergency Response Team) Preparedness Certification
Microsoft Office Suite (Excel, PowerPoint, Word), Adobe Reader, SharePoint, SnagIt
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