Elsa Cristina Armenta
Gilbert
Summary
Dedicated customer service and sales professional with 18 yrs. of experience in the cruising industry. Knowledgeable about customer preferences, industry standards and successful strategies for maintaining guest loyalty. Specialize in quality, speed and process optimization. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Casino Reservations Representative
Norwegian Cruise Line
11.2022 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended product upgrades to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Became top sales agent . Producing 204 reservations in my best month to date.
- Quickly promoted to a Hybrid role. Efficiently Handling inbound and outbound calls.
- Properly managing project time assigned to handle clients/leads and generating opportunities for sales.
Showroom Manager
William Jackson Inc.
06.2021 - 11.2022
- Greeted customers, helped locate merchandise and suggested suitable options for their home remodeling needs.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
- Used product knowledge, sales abilities and customer relations skills to drive substantial sales increases in all showroom products such as cabinets, countertops, hardware and flooring.
- Social media coordinator. Creating daily content to promote company sales. Marketed on multiple social media platforms generating new leads.
- Manged shipping and receiving
- Supervised inventory and placed orders to replenish low running supplies.
- Drove employee engagement and guest experience through coaching, training and development.
- Created and led sales promotions and advertising strategies to boost profits and bring in new customers.
Personal Cruise Consultant
Norwegian Cruise Line
09.2005 - 11.2020
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Promoted product branding initiatives, ensuring travel brochures and promotional literature are displayed prominently.
- Responded immediately to clients' questions, issues, and complaints and found effective solutions when required.
- Took payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
- Mitigated financial discrepancies, accurately collecting customer fees, managing refunds and providing accurate travel documentation.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Recognized by management for providing exceptional customer service.
- Managed required 150 plus outbound customer calls per day.
- Worked diligently daily with CRM Salesforce programs to increase sales opportunities. Generated $200k plus in monthly cruise sales revenue.
Education
Associate of Applied Science -
Maricopa Community Colleges - Mesa Community College
Mesa, AZ05.2009
High School Diploma -
Red Mountain Highschool
Mesa, AZ05.2005
Skills
- Customer Service
- Administrative tasks
- Client networking
- International reservations
- Company branding
- Clerical
- Project planning
- Decision-making
Certification
- Certified Personal Cruise Consultant, Nowergian Cruise Line - 2005
- Trained in Outlook program-2005
- Trained in Excel program-2005
I continue to update my skills with the programs regularly.
Additional Information
References available upon request
Timeline
Casino Reservations Representative
Norwegian Cruise Line
11.2022 - Current
Showroom Manager
William Jackson Inc.
06.2021 - 11.2022
Personal Cruise Consultant
Norwegian Cruise Line
09.2005 - 11.2020
Associate of Applied Science -
Maricopa Community Colleges - Mesa Community College
High School Diploma -
Red Mountain Highschool
Similar Profiles
Carlos Alvaro Avilez PalominoCarlos Alvaro Avilez Palomino
Cruise Staff at Norwegian Cruise LineCruise Staff at Norwegian Cruise Line
Karen RobletoKaren Robleto
Group Cruise Specialist at Norwegian Cruise Line HoldingsGroup Cruise Specialist at Norwegian Cruise Line Holdings
Nilo SarazaNilo Saraza
Engine Assistant at CF Sharp Crew Management | Norwegian Cruise LineEngine Assistant at CF Sharp Crew Management | Norwegian Cruise Line