STEFANNIE BECKFORD BURRELL
Heredia
Summary
Personable Travel Consultant used to fast-paced, deadline-driven environments. Expert in overseas travel and cruise vacation packages. Deadline-driven travel consultant with expertise serving special needs clients. Bilingual and well-traveled with active listening and interpersonal skills.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Destination Insider Consultant
Royal Caribbean Group
10.2022 - Current
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Enhanced communication among team members to foster collaborative and supportive work environment.
- Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
Team Leader
Concentrix
10.2021 - 05.2023
- Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
Shore Excursions Manager
Royal Caribbean International
10.2012 - 03.2021
- Creates and implements a revenue generating plan.
- Monitors revenue performance.
- Monitors shore excursion operations and ratings for quality assurance.
- Actively seeks additional marketing opportunities and venues onboard.
- Regularly conducts onboard sales training with the team, and ensures all team members understand the current strategies and plans to meet targets.
- Manages assigned Shore Excursion desk shift.
- Provides guest services with regard to tour sales, refunds, complaints, and general port and Ship information.
- Manages the financial aspects of the assigned shore excursion program, including the successful identification of expense reduction through cost control.
- Coaches, manages staff to ensure that workstations, work areas, equipment and overall operations are working efficiently.
- Recommendations for personnel actions such as new hire requests and discharges, to ensure proper staffing. Trains and monitors entry-level positions for proper skill and service.
- Provides on-the-job training
- Conducts scheduled tour presentations to guest audiences.
- Prepares or delegates and manages the submission on a timely basis of all required reports.
Education
High School Diploma -
APT INSTITUTE
Costa RicaSkills
Core Qualifications
- Exceptional customer service
- Travel research
- Global destinations
- Logistical Planing
- Relationship Management
- Bilingual Proficiency
- Problem-Solving
- Travel Itineraries
- Operations Analysis
- Client rapport
- Staff Management
Certification
Technician Commercial Secretarial
Leaning and Development
Accelerating Leadership Performance Series. - ALPS 1 & 2.
Getting Started As A New Leader
Connecting with Customers
Timeline
Destination Insider Consultant
Royal Caribbean Group
10.2022 - Current
Team Leader
Concentrix
10.2021 - 05.2023
Shore Excursions Manager
Royal Caribbean International
10.2012 - 03.2021
High School Diploma -
APT INSTITUTE
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