Quattarra Blankenship
Onboard Experience Specialist
Stevenson Ranch
Summary
Adept Onboard Experience Specialist with a proven track record at Princess Cruises Lines, enhancing client trust and securing repeat business through exceptional problem-solving and customer service skills. Expert in performance tracking and teamwork, I excel in resolving complex issues efficiently, significantly improving client satisfaction and operational efficiency.
Overview
21
21
years of professional experience
Work History
Onboard Experience Specialist
Princess Cruises Lines
08.2021 - Current
- Provide elevated support to our onboard Guest Experience teams before, during and after the cruise.
- Triaging and resolving escalated issues originating from our shipboard teams where onboard resolution efforts have been unsuccessful
- Using creative problem solving, judgement and empowerment to provide resolutions that balance guest experience and business goals. An additional challenge is representing the brand on post-cruise issues and speaking thoughtfully while navigating complex issues and making difficult decisions
Customer Solutions Specialist
Princess Cruises
05.2020 - 08.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Reservations Help Desk Agent
Princess Cruises Lines
02.2006 - 05.2020
- Assisted Reservation Agents in quoting policies and procedures. Handles Enroute, Bon Voyage, Friends and Family and Employee Space calls.
- Back up for One Source, Travel agent rates, 3rd party Credit card and Agency Transfers.
Reservation Agent
Princess Cruises
02.2004 - 02.2006
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Education
GED -
Fresno City College
Fresno, CA 09.1997 - 01.1998
Skills
Performance tracking
Teamwork
Teamwork and collaboration
Customer service
Problem-solving
Time management
Problem-solving abilities
Multitasking
Multitasking Abilities
Decision-making
Time management abilities
Timeline
Onboard Experience Specialist
Princess Cruises Lines
08.2021 - Current
Customer Solutions Specialist
Princess Cruises
05.2020 - 08.2021
Reservations Help Desk Agent
Princess Cruises Lines
02.2006 - 05.2020
Reservation Agent
Princess Cruises
02.2004 - 02.2006
GED -
Fresno City College
09.1997 - 01.1998
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