Shavana User

Managed high-volume inbound calls for Princess Cruises, addressing urgent travel changes, booking issues, and passenger concerns with a calm, solution-focused approach. De-escalated stressed callers using active listening and empathy, and accurately logged passenger details into internal systems.

Scheduled appointments and sales consultations for clients. Coordinated meetings for sales team members and conducted outbound calls to generate business opportunities.

Typed documents with high accuracy and speed, organized digital and physical files, performed data entry, and managed office supply inventory and procurement. Utilized Microsoft Office and Google Workspace for daily operations.

Managed phone calls, messages, and correspondence. Scheduled appointments, maintained administrative calendars, and prepared and filed reports and documentation.

Certificate in Customer Service & Supervisory Management. Studied team leadership, performance management, conflict resolution, and quality assurance.

Completed CXC passes in English Language, Information Technology, Office Administration, and Principles of Business.