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Customer Service & Technical Support Specialist with 10+ years in Telecom, Cruise, and Tech
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Competencies
Provided guest support and handled guest requests efficiently at sea, maintaining high satisfaction levels.
Delivered technical support including app maintenance, hardware troubleshooting, and system issue resolution.
Managed project scopes, team responsibilities, and deliverables as a Technical Supervisor, ensuring timely completion.
Analyzed fleet performance and system health data at Anuvu to recommend maintenance and improve operations.
Drove customer service improvement initiatives and developed procedures for software deployment on aircraft.
Education
Languages
Summary
Experienced professional in customer service, technical support, and project management across telecom, cruise, and technology sectors. Skilled in data analysis, issue resolution, and process improvement, with a strong focus on exceeding client expectations and enhancing operational efficiency.
Key Achievements
- Led escalation communication for customer service incidents & managed fleet health analysis at Anuvu.
- Supervised guest services, IT support, and administrative duties at Norwegian Cruise Line, enhancing guest satisfaction.
- Managed project workflows, reviewed deliverables, and controlled project risks as Technical Supervisor at PlumChoice.
Experience
ICM Anuvu
Act as the first point of escalation for all customer service incidents and responsible for internal escalation communications to NOC and internal stakeholders., Monitor the health of the fleet by analyzing data collected during flight; draw conclusions from the data about system performance and...
Guest Services Supervisor/ IT support at sea
Responsible for providing a variety of services and giving accurate, consistent information to guests in an efficient and courteous manner while maintaining a pleasant and accommodating personality., Handle guest requests in an effective way by taking ownership of the request then following-up...
Mobiliti EIM
GPS_Reporting Performance Management, Mobiliti Implementation Specialist, Tech Support Mobiliti/Associate Goal Setting via the Fiserv Global Performance System, Banking Online Solutions, Mobiliti Testing Mode Environment, Bank Solutions Mobility Premier Implementations
Technical Supervisor
Created and executed project work plans and revised as appropriate to meet changing needs and requirements., Identified resources needed and assigns individual responsibilities., Managed day-to-day operational aspects of a project and scope., Reviewed deliverables prepared by team before passing to...
Service / Technical Support
Tech Support, working with Dow Chemical's clients from Americas, APEC, Latam, Europe., Handled over 60 Tech Requests per day on the following applications & service request: Provided customized service desk technical support to more than 42000 Dow employees worldwide.