David B. Gracia

Background

About David B. Gracia

MANAGEMENT • 20+ years of combined customer service and sales experience. • Experienced with onsite, outsourced, international and multi-state virtual management. • Managed 12+ supervisors in a 500+ agent contact center. • Ability to drive growth, revenue and garner business while maximizing agent efficiency. OPERATIONS / CALL CENTERS • Large- and small-scale call center/operational unit consolidation • Location scouting and operational logistics. • Technical infrastructure planning and oversight. • Standard and IP telephony knowledge (Aspect, Rockwell, Avaya) • Ability to translate analytics and target key performance indicators. WORK SKILLS • Proficient knowledge of Microsoft suite (Outlook, Excel, Word, PowerPoint). • Ability to create & implement home-grown tools. • Web browser familiarity and ease of use (Safari, IE, Firefox, Chrome) and IBM platforms (Notes). • Fully grasp pros/cons of social media outlets as they apply in business settings. • Human Resources policy & procedure fluency. • Strong written and verbal communication skills; fluent in Spanish (spoken/written/read) TRAVEL • Current and comprehensive experience (flights, hotels, cruises - domestic and abroad). • 26 U.S. states and 30+ countries/territories visited to date. • Intimate knowledge of cruising; individual, land/sea, and pre-/post cruise packages. • Large scale familiarity of corporate shore side cruise vessel operations. • Onboard cruise vessel operations experience (Purser’s Desk, Cruise Staff, Retail Shops).