Selvin - Customer Service Representative at Royal Caribbean

Skilled in resolving customer inquiries efficiently while maintaining high satisfaction levels.

Experienced in coaching and managing teams to improve performance and achieve KPIs.

Excellent at articulating solutions and building rapport with diverse customers.

Proficient in identifying issues quickly and providing effective, customer-centric solutions.

Support U.S. customers with cruise reservations, itinerary planning, and travel inquiries.. Handle high-volume inbound calls while maintaining strong customer satisfaction.. Assist customers in selecting vacation packages based on preferences and budget.

Managed and coached a team of 15+ customer service agents.. Improved team KPIs through structured coaching and performance monitoring.. Resolved escalated customer cases and supported service quality initiatives.

Handled retention calls for U.S. telecom customers.. Identified reasons for service cancellation and provided solutions to retain clients.. Promoted additional services and increased customer lifetime value.

Assisted customers with bank account questions and service issues.. Delivered efficient problem resolution and maintained customer satisfaction.

Managed client relationship and operational requests for Huawei.. Oversaw administration of 55+ corporate apartments and vendor coordination.. Prepared service quotes and coordinated logistics for client operations.

Supervised teams of 15–20 agents in a fast-paced BPO environment.. Delivered weekly coaching sessions and performance reviews.. Handled escalations and improved team performance metrics.