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Work Background
Royal Caribbean GroupGuest Experience Manager APAC
May. 2021 - Nov. 2024AustraliaAs a Manager specialising in Guest Experience for Royal Caribbean Group, I oversee the APAC region's service delivery across the Royal Caribbean, Celebrity Cruises, and Azamara brands. With a strong focus on enhancing customer satisfaction, I lead strategic initiatives to elevate guest experiences, streamline incident management processes, and drive continuous improvement across operations. My role involves managing complex escalations, ensuring seamless resolution of guest issues before, during, and after cruises, and maintaining high standards of service quality across APAC markets. I collaborate closely with cross-functional teams in Legal, Finance, Sales, and Customer Service to implement innovative solutions that drive efficiency and meet business objectives. A key part of my work is optimising processes, from guest communication and compensation management to identifying opportunities for automation and centralisation. I actively track KPIs, C-SAT, and NPS, and use data-driven insights to enhance the overall guest experience. Additionally, I oversee the development and training of teams, ensuring consistency across operations and driving performance through coaching and quality assurance initiatives. I also play a critical role in crisis management, leading response teams during incidents, and ensuring quick, effective resolutions while maintaining brand integrity and guest trust. I am passionate about fostering a culture of excellence, where continuous improvement is the norm, and I take pride in delivering results that not only meet but exceed guest expectations.
ASG GroupInternal Communications & Social Responsibility Manager
May. 2020 - Oct. 2020Sydney, New South Wales, Australia
CapgeminiSenior Communications Manager for Carnival Corporation
Nov. 2017 - Jan. 2020Miami/Fort Lauderdale AreaWorked directly with key stakeholders to develop IT communication plans spanning nine brands and served as the primary liaison to relay information concerning these plays to Capgemini executive leaders. Led the coordinated rollout of communication plans, acting as the primary point of contact for ensuring all brands were aligned with annual objectives. Spearheaded the operational logistics for all IT-related public events to gain interest from prospective clients and grow new business. Headed the South Florida Community to promote participation in CRS activities in the area. Key Achievement:
Trusted to build the Communications team and department from the ground up.
CapgeminiSenior Communications Manager/ Infra Operations Communications Lead
Jun. 2014 - Nov. 2017GlobalAssessed global communication needs, identified potential improvements with the help of change managers, and created plans that improved comm services for 22,000 employees spread across the world. Key administrator for the company’s Infra Talent Hub, responsible for updating source news sent out to all teams. Gathered feedback from stakeholders on Infra transformation and made changes based on compiled data. Prepared and sent out global communication updates each month. Managed the workflow of the Infra communication campaigns to make sure all deliverables were delivered on time. Organised global and regional events to raise public visibility that expands growth.
Key Achievements:
Successfully led a significant global transformation to a complex supply chain project.
Frankie'sRegional Marketing Manager
May. 2014 - Oct. 2014Kraków Area, PolandLed the launch of new marketing strategies and organised public events to gain new clients. Held networking events that led to the formation of new local partnerships. Key Achievement:
Built a marketing campaign from scratch and expanded into an area unfamiliar with the company product.
CapgeminiCustomer Service Advisor
Jan. 2013 - Jun. 2014 Handling incoming phone calls / e-mails from customers regarding technical issues related to: hardware, software and network
Delivering professional and prompt service to the customers
Keeping records of all customers’ enquiries in the reporting system
Sending more complex enquiries to the relevant IT Support Team
Checking quality of other agents work
Training new employees
ProDeckHuman Resources Specialist
Apr. 2012 - Nov. 2012
ProDeckOffice Administration
Jan. 2011 - Apr. 2012
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