Corey Ford
Operations Administrator @Imagine Cruising
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WORK HISTORY
Operations Administrator @Imagine Cruising
Royal Wootton Bassett, GB
I manage a variety of systems, including Excel, Tableau, Mailchimp, CM.com, iTour, and email communication, to ensure smooth operations. My responsibilities include:•Managing and updating manifests to reflect the latest information, including cancellations and customer details.•Coordinating the collection and transmission of advanced passenger information, such as passport details, emergency contacts, and insurance.•Communicating with suppliers regarding customer cancellations and updated manifests.•Collaborating with cruise lines to provide accurate embarkation and disembarkation plans for passengers.•Creating and analysing customer surveys to assess satisfaction and drive service improvements.•Conducting proactive pre-holiday call-outs to customers, enhancing their experience and contributing to a 88.57% increase in overall customer satisfaction.•Representing the Operations Department during product sign-offs, ensuring that new products align with the best customer journey. I collaborate with departments like Flights, Product, and Contracting to maintain a customer-first approach and provide constructive feedback that influences product development.•Traveling globally to work in resort, providing face-to-face support to resolve any issues passengers face, significantly reducing post-holiday complaints.•Supporting passengers during their holidays on our recent seacation, traveling to Monaco for the passengers attending Monaco Grand Prix, and providing direct support for passengers during Japan\'s cherry blossom season, where I worked for three weeks.•Serving as the point of contact for the company’s emergency phone, providing out-of-hours support worldwide. I address problems quickly, manage customer concerns calmly, and offer solutions to ensure passenger satisfaction.My role is essential in maintaining customer satisfaction and operational efficiency, directly impacting the success of the service we provide.
EDUCATION
Solent University
Bachelor of Arts - BA, Event Management
University of the West of England
Master's degree, Event Managment
ABOUT COREY FORD
I’m an Operations Administrator with a passion for creating smooth, seamless experiences both behind the scenes and in the spotlight. From updating manifests and coordinating customer information to working directly with passengers in resort around the world, I thrive on turning challenges into solutions that enhance the customer journey.I’m constantly working with systems like Excel, Tableau, Mailchimp, and CM.com to keep everything running like clockwork. I am the sign off representative for the operations department, helping ensure that products go on sale with a customer-first approach. Whether it’s pushing back on product details or coordinating passenger information across departments, I’m always striving to make sure every detail aligns with an exceptional customer experience.I’ve also had the chance to travel the globe, working directly with customers in places like Monaco, Canary Islands, Scotland and Japan, providing face-to-face support that has significantly reduced post-holiday complaints. And, when the office is closed, I’m on call, ready to assist passengers around the world with quick solutions and a calm voice when things go wrong.Ultimately, I’m here to make sure everything runs smoothly so our customers can focus on enjoying their holiday, knowing everything else is taken care of!
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