Carol Ross-David

About Carol Ross-David

As a Lead Sales Operations Supervisor at American Express, I have over 22 years of experience in providing excellent customer support and sales. I am passionate about delivering exceptional customer service and driving business performance. I have a Master of Business Administration degree with a focus on management, and people leadership. I am an expert in balancing metrics and employee morale. I manage and train high-performing teams to achieve consistent growth and business development in a fast-paced and dynamic environment. I have a proven track record of analyzing key performance indicators (KPIs), utilizing strategic planning, and improving processes to increase call handling efficiency, call intake, and productivity while reducing expenses. My leadership skills have resulted in the professional development and career growth of my team members, and I have developed and implemented successful learning and development strategies. I have also demonstrated a strong background in sales conversion, achieving an average of 35% direct consumer conversion and 62% travel agent conversion per month. Additionally, I have the ability to manage escalations and reduce negative attritions for high-value clients, ensuring customer satisfaction and loyalty. I am a goal-driven and results-oriented professional who is committed to delivering exceptional customer service and driving business success at American Express.

Experience

1. Owner & Operator of my Love of Travel a Cruise Planners Franchise

   Cruise Planners

   Feb 2022 — Present · Aventura, FL, US

Education

• Nova Southeastern University

  Master of Business Administration (MBA), Business Administration and Management, General

  2014 — 2017

• Nova Southeastern University

  Master of Business Administration (MBA), Management

  2014 — 2017

• Trinity International University-Florida

  Bachelor of Arts (B.A.), Psychology

  2009 — 2013

Skills

• Property Management Systems
• Luxury
• Hospitality Industry
• Food & Beverage
• Microsoft Office
• Sales
• Customer Service
• Micros
• Rooms Division
• Hospitality
• Public Speaking
• Resorts
• Hotels
• Strategic Planning
• Opera
• Front Office
• Management
• Team Building
• Training
• Customer Satisfaction
• Team Leadership
• Leisure
• Catering
• Hospitality Management
• Marketing
• Marketing Strategy
• Yield Management
• Hotel Management
• Hotel Booking
• Pre-Opening
• Tourism
• Leadership
• Banquets