Bronwen Ross

Seasoned customer service professional with over 10 years of experience in dynamic environments. Adept at problem-solving, conflict management, and maintaining high standards in customer support. Demonstrates strong organizational skills and a proactive approach to handling large volumes of inquiries. Proven track record in exceeding KPIs, effective communication, and leveraging technical skills to improve customer satisfaction. Results-oriented professional with several years of experience in accounting, Quick and eager learner with acute attention to detail and a consistent track record of identifying process improvements to drive quality, accuracy, and efficiency.

• Phillip Ambrose, Team Leader - Infinity Cruise, ambrosephil@gmail.com, 0402 048 937
• Sarah Walker, Team Leader - Infinity Cruise, sarah.walker@railbookers.com, 0435 213 303
• Scott Potter, Cruise Manager - Discover The World, skp2909@gmail.com, 0431 829 215

• Logistic Scheduler, Neverfail Springwater, 09/2021, Present, Process and schedule sales orders, manually invoice, and confirm drivers' load sheets., Liaise with drivers and logistic managers, assisting with calls from commercial and residential customers., Resolve sales errors and invoicing issues, and process cases raised by drivers, NSC, and dispatch.
• Section Reports, PICA – Strata Management, 11/2019, 09/2021, Issued certificates and provided financial updates to buyers and sellers., Collaborated with multiple divisions, assisted in training new team members, and developed new certificate formats., Delegated team tasks and communicated professionally with solicitors and lawyers.
• Sales Leadership Team / Sales Consultant / Customer Service, Flight Centre Travel Group - Infinity Cruise Wholesaler, 02/2016, 09/2019, Excelled in sales and service, knowledgeable about over 40 cruise liners' policies., Led a team to achieve sales excellence and growth, delegated duties, and enhanced product expertise.
• Cruise Specialist, Cruise.com, 10/2015, 02/2016, Planned optimal travel for customers, calculated costs, and advised on travel insurance and documentation., Managed high-volume work, demonstrated initiative, and used in-depth knowledge of 20 cruise liners' policies.
• Senior Sales Consultant / Customer Relations Leader, Viking Cruises, 09/2012, 10/2015, Exceeded sales quotas, handled customer interactions, and managed multiple inboxes., Built strong relationships with travel agents and direct clients, contributed to policy improvements, and resolved issues efficiently.
• Cruise Consultant / Direct Sales / Inbound Customer Solutions, Carnival Corporation – P&O, Princess, Cunard, Carnival, 10/2009, 09/2012, Demonstrated in-depth knowledge of sailing terms, flight guidelines, and itinerary scheduling., Provided timely, professional responses to customer inquiries and maintained case records.

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