Resolution Specialist Guest And Trade Services

Position Summary

Resolution Specialist provides comprehensive resolution to agents with complex guest related concerns,

issues, and requests to the highest professional standards. He is also responsible in tracking the progress

of agent’s and recommends performance improvement plans for those who are not meeting established

standards.

Essential Duties And Responsibilities

• Shore-based resolution specialist that functions both direct and trade program/account.
• Provides comprehensive resolution to agents with complex guest related concerns, issues, and
  
  

requests.

• Monitors and audit assigned team/agents in accordance with Celebrity Cruises requirements.
• Provide personal and proactive feedback to agents both in one on one and group settings.
• Assists with escalation when the organization deems it essential.
• Track progress of agent’s; recommends performance action plans for agents who are not
  
  

meeting established standards.

• Work with supervisors and management to ensure that all agents are meeting quality standards.
• Monitors phone calls to make sure agents comply with the Quality standard set by Celebrity
  
  

Cruises.

• Provides coaching feedback to agents in the most effective and efficient means for handling
  
  

phone calls without sacrificing customer service, while achieving the stated goals.

• Facilitates Quality orientation to new hire agents.
• Creates Root Cause Analysis report to determine which part of the compliance metrics
  
  

negatively affecting the program and suggests process improvement.

• Participates and conducts weekly calibration session.
  
  

Knowledge And Skills

• Minimum 3-years’ experience in the quality side, and handling escalations.
• Should demonstrate ability to solve complex problems using critical thinking skills.
• Works effectively with others by establishing and maintaining positive working relationships
  
  

built on mutual respect and trust.

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