Lloydia Smith
Toronto,ON
Summary
Service-oriented and dedicated customer service professional with over 10 yrs of extensive experience in customer service. Great interpersonal skills, excellent oral and written communication skills whose a team player with an outgoing, positive demeanor and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. Experience in solving problems creatively and using tact and diplomacy to achieve win-win outcomes.
Overview
13
13
years of professional experience
Work History
Retail Store Sales Manager
Starboard Cruise Services, Division Of LVMH
Miami, Florida
03.2014 - 02.2020
- Supervised employees in a highly dynamic, geographically diverse, and rapidly changing environment on three major cruise lines; Royal Caribbean International, Carnival and Norwegian Cruise line operating in multiple itineraries including Alaska,South America, Caribbean, Mediterranean, Baltic, New Zealand and Australia
- Leading performance of day to day operations; including guest experience and satisfaction
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult guests resulting in weekly positive comment cards and Top 10 ship achievement
- Promoted positive customer experience through day-to-day supervision and management
- Coordinated weekly leadership workshops to educate team members on best practices to optimize guest satisfaction
- Supported regulatory compliance by overseeing all audits to verify protocol adherence
- Interacted well with team, ship board partners and customers to build connections and nurture relationships
- Handled problematic customers and guests to assist lower-level employees and maintain excellent customer service
- Directed HR operations, including strategic workforce planning, goal cascading, performance management, staffing and training
- Implemented company and shipboard programs to promote memorable, consistent and positive guest experiences
- Investigated and resolved guest inquiries and complaints quickly
- Assisted guests by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge
- Successfully launched guest focus program resulting in overall guest satisfaction and amazing weekly team comment cards
- Maintained high guest satisfaction ratings
Co Manager
Forever 21
Toronto, ON
05.2007 - 12.2013
- Assisted in the opening and set up of 10 new stores across Canada with 1 in New York while recruiting, training and coaching staff
- Major responsibilities including but not limited to; Human Resources, payroll & scheduling , loss prevention, operations, visuals & budgets
- Support the company’s vision through co-ownership and co-accountability for the overall sales, profitability, leadership and management
- Responsible for recruiting, hiring, staffing, training, development, promotion and retention of talented people
- Retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance
- Effective problem solving/decision making skills to resolve customer issues
- Recruited, hired and trained over 500 new team members in six years
Education
Associate of Arts - International Business Administration
Seneca College
Toronto, ON04.2013
Associate of Arts - Fashion Management
Humber College
Toronto, ON04.2011
Skills
- Relationship development
- Professional telephone demeanor
- MS Office
- Report preparation
- Good listening skills
- Service standard compliance
- Administrative support
- Complaint resolution
Accomplishments
- Supervised teams of 13 to 29 staff members across three different cruiseline companies; Royal Caribbean International , Carnival Cruise Line and Norwegian Cruise Line in various itineraries across 6 continents.
- Customer Service - Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers. Handled guest complaints, maintaining a positive cruise experience.
Timeline
Retail Store Sales Manager
Starboard Cruise Services, Division Of LVMH
03.2014 - 02.2020
Co Manager
Forever 21
05.2007 - 12.2013
Associate of Arts - International Business Administration
Seneca College
Associate of Arts - Fashion Management
Humber College
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