Chantelle Foran
Director of Global Medallionclass Experience (Mcx) Center Integration and Global Training @Princess Cruises
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WORK HISTORY
Director of Global Medallionclass Experience (Mcx) Center Integration and Global Training @Princess Cruises
Fort Lauderdale, FL, US
As Director, I oversee a global team of agents in contact center operations including bookings, support, escalations, and issue resolution for guests and travel agents. I also lead global training and quality assurance teams in creating, updating, and delivering training curriculum and materials to call center agents.A few key achievements in this role include: Track and analyze call trends and patterns using real-time monitoring applications to adjust staffing accordingly and identify, resolve, and prevent future anomalies. Utilize dashboards and tools to gain a global view of service levels, volume, routing, quality, cost, and revenue performance. Drive continuous improvement and evolution of global guest interaction and management processes. Coordinate global call center technology upgrades and integrations with technical teams to optimize systems with new capabilities. Build a high-performance team by recruiting great talent, promoting a positive culture, and providing ongoing support.
SKILLS
ABOUT CHANTELLE FORAN
With a broad business skillset I have functional expertise in customer service, destinations, product management environments and contact centers. Focused and results-driven, I oversee day-to-day operations to align with the broader company vision and long-term business goals, reduce costs, and maximize outcomes.One organization I’ve made a long-standing and positive impact at is Princess Cruises/Carnival Corporation.A proven leader, I build and manage high-performing teams by hiring top talent, creating interactive training programs, and promoting best practices. Forward-thinking, I constantly strive to enhance the quality of products, services, and customer experience through process improvement and new technologies.Core Competencies Customer Experience Operations Management Customer Relations Project and Budget Management Client and Stakeholder Relations Strategic Business Planning
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