Maureen Eve Villanera

• Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
• Managed inventory control, cash control and store opening and closing procedures.
• Reconciled daily sales transactions to balance and log day-to-day revenue.
• Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
• Rotated stock to achieve optimum appeal and minimize shrinkage.
• Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
• Rotated merchandise and displays to feature new products and promotions.
• Completed point of sale opening and closing procedures.
• Maintained organized, presentable merchandise to drive continuous sales.
• Answered customer questions about sizing, accessories and merchandise care.
• Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
• Engaged with customers to build rapport and loyalty.
• Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
• Recommended accessories and complementary purchases to boost revenue.
• Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
• Maintained records related to sales, returns and inventory availability.

• Carried out day-to-day duties accurately and efficiently.
• Proved successful working within tight schedules and fast-paced atmosphere.
• Worked with customers to understand needs and provide excellent service.
• Increased customer satisfaction by resolving issues.
• Exceeded goals through effective task prioritization and great work ethic.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Cleaned and maintained assigned cabins and suites.
• Create a friendly ang healthy environment.
• Changed bed linens and collected soiled linens for cleaning.
• Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies and requested guest supplies.
• Used chemicals by following safety protocols and procedures to avoid accidents and injuries.
• Replaced used towels and other bathroom amenities such as shampoo, paper towels and soap.
• Report technical and electrical problems in the cabin.
• Follow daily cleaning and sanitation tasks.

. Ensure and maintain a clean environment throughout the cruise by constant monitoring of the cabins.

.To understand and apply the service quality policy enthusiastically to delight customers to travel and cruise again with the us.

. To provide the excellent service to the passengers.

. Answer passengers requests promptly and attend their needs efficiently.If requests can't be met, an explanation must be given and an alternative must be offered.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Responded to customer requests for products, services and company information.
• Recommended products to customers, thoroughly explaining details.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Maintained up-to-date knowledge of product and service changes.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Investigated and resolved customer inquiries and complaints quickly.

• Used Microsoft Word and other software tools to create documents and other communications.
• Filing crew documents , information and trainings into systems.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Processed crew/seafarer’s documents ,service contracts and medical examination.
• Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel.
• Managed crew schedule to coordinate calendar and arrange crew flight bookings.
• Executed record filing system to improve document organization and management.
• Arranged and prepared necessary ship’s documents such as Letter to the Master,Letter of Appointment,Guarantee Letter etc.
• Coordinate with the Crew Manager for the crew line-ups and rotations.
• Answered multi-line phone system, routing calls, inqueries and delivering messages to Crew Manager and other personnel.