NICOLE MARSHALL
Jacksonville,NC
Summary
Proactive Service Agent with strong ability to articulate communication and deliver outstanding customer experiences. Forward-thinking and assertive in handling customer inquiries and resolving issues efficiently. Demonstrates consistent drive to exceed expectations and stand out in competitive environment. Committed to maintaining positive and optimistic outlook while fostering strong relationships. Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge.
Overview
21
21
years of professional experience
Work History
Group Reservations Coordinator
Virgin Voyages Cruise Lines
Miami, FL
11.2024 - 01.2025
- Coordinated group reservations, ensuring accuracy and attention to guest preferences.
- Managed communication between clients and hotel staff to streamline booking processes.
- Developed and maintained relationships with key accounts, enhancing customer satisfaction.
- Implemented process improvements that reduced booking errors and increased efficiency.
- Oversaw execution of large-scale events, ensuring seamless guest experiences from start to finish.
- Implemented a detailed tracking system to monitor room blocks and financial commitments accurately.
- Resolved guest concerns promptly and professionally, resulting in positive feedback and repeat business.
- Proactively identified potential challenges or issues related to group reservations before they escalated into problems.
Group Sales/Elite Resolution Service Agent
MSC Cruises
Miami, Florida
04.2022 - 08.2024
- Coordinated with other departments to meet customer demands in timely fashion.
- Utilized problem-solving abilities to identify and address customer concerns in a timely manner.
- Demonstrated strong communication skills by responding to customers promptly and courteously.
- Demonstrated empathy and patience when interacting with customers to build rapport and trust.
- Maintained positive, professional attitude in all customer interactions.
- Answer calls within the call queue, maintaining responsiveness and professionalism.
- Maintain ACW (After Call Work) time in line with departmental KPIs.
- Provide real-time support and assistance to internal agents with product and booking questions.
- Document all calls and interactions in appropriate systems.
Group Resolutions Team Lead
Royal Caribbean International
06.2004 - 04.2020
- Handle groups sales/service calls from travel agents and internal users, issue written group contracts forward to agents internal users and save to electronic file, make new bookings within existing groups, process payments, names changes, cancellations.
- Request credit card, refunds /check refunds for canceled bookings, able to troubleshoot and problem solve, strong planning.
- Organizational skills and detail oriented, maintain accurate and up-to-date customer case files on a weekly basis to ensure that all correspondence is addressed in a timely manner.
- Review all emails, voyage reports, and other reports, issues compensation skills quickly and effectively.
- Remain up-to-date on products and services to ensure customer satisfaction and to maximize sales opportunities.
- Basic knowledge and skill in computer-based applications: internet and Microsoft office (word, excel), advanced knowledge of our products and itineraries, work well with others in a group towards a common goal.
- Strong communications skills.
Skills
- Call Center Experience
- Communication Skills
- Self-Motivated
- Strong work ethic
- Attention to detail
- Listening skills
- Multitasking and organization
Timeline
Group Reservations Coordinator
Virgin Voyages Cruise Lines
11.2024 - 01.2025
Group Sales/Elite Resolution Service Agent
MSC Cruises
04.2022 - 08.2024
Group Resolutions Team Lead
Royal Caribbean International
06.2004 - 04.2020