Pablo A.
Mid-Level Communication Services Manager
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About
Pablo B. is a seasoned Communications Services Manager with over 15 years of experience in operations management, currently serving at Norwegian Cruise Line in Miami, Florida. With a strong emphasis on people management, he effectively oversees the daily operations of Internet onboard services, ensuring seamless connectivity for both guests and crew. His expertise includes achieving revenue targets through strategic marketing initiatives and managing communication equipment maintenance. Pablo has demonstrated a commitment to excellence by providing robust training programs and maintaining high ethical standards in a diverse workplace. His proficiency in project management and operations management is complemented by extensive knowledge of government contract management and organizational effectiveness. With a background in technical support, Pablo has leveraged his skills in coaching, lead generation, and staff management to deliver outstanding results in various leaders' roles, including prior experience at Anuvu and Fiserv Lending Solutions.
Experience
ICM Anuvu
Anuvu · 2022 — 2025Act as the primary escalation point for customer service incidents and communicate internally with stakeholders. Monitor fleet health via flight data analysis and recommend maintenance actions. Participate in software revision evaluation, testing new software updates and developing deployment procedures for the aircraft fleet. Maintain aircraft-level operational procedures and manage troubleshooting efforts while implementing corrective actions. Facilitate the creation of improved system testing tools and collaborate with account managers to address technical issues. Analyze data to contribute to customer service improvements and ensure incident resolution meets contractual obligations. Generate post-incident reports and gather customer satisfaction feedback.Comunication Services Manager
Norwegian Cruise Line · 2022 — PresentOversee daily operations of the Internet Onboard to ensure availability and functionality throughout cruise durations. Support guest and crew communication requirements, including internet services, the Norwegian app, and stateroom phones. Develop and implement strategies to meet communication revenue targets, adjusting tactics as necessary based on sales performance. Create marketing initiatives for internet packages and collaborate with the Shoreside Onboard Revenue department for promotional content. Lead the training program for new managers and ensure personnel deliver high-quality customer service and technical support. Manage maintenance needs for communication equipment and promptly report technical issues to IT support. Collect feedback from guests and crew to identify improvement areas and assist in budget management for communication services.Guest Services Supervisor/ IT support at sea
Norwegian Cruise Line · 2014 — 2022Provide comprehensive guest services, ensuring accurate and consistent information is delivered in a courteous manner. Address guest requests effectively, maintaining ownership until resolution is achieved. Familiar with the Guest Recovery program and utilize it as necessary. Manage a cash float for guest transactions and record significant guest-related issues for follow-up. Perform administrative duties supporting the Concierge, including hospitality desk management and suite request fulfillment. Provide IT support and maintenance for the issue trax app and various office equipment while communicating with the Miami office during cruises. Demonstrate technical proficiency in network operating systems, requiring knowledge of hardware and software applications related to the hotel department.Mobiliti Implementation Specialist
Fiserv Lending Solutions · 2012 — 2013Supported Mobiliti implementation and provided technical assistance related to banking online solutions. Engaged in performance management through GPS reporting and assisted in testing the mobiliti environment. Facilitated goal-setting processes using the Fiserv Global Performance System.Technical Supervisor
PlumChoice · 2011 — 2012Developed project work plans and managed day-to-day operations. Assigned individual responsibilities and ensured that deliverables met client standards. Engaged in risk management while overseeing project documentation. Monitored project accounting and tracked team hours and expenses.Service / Technical Support
Dow Chemicals · 2006 — 2011Provided technical support to clients across multiple regions, handling a wide range of requests and maintaining an effective service desk. Addressed issues related to VPN, Outlook, networking, and SAP, supporting over 42,000 Dow employees globally. Coordinated high-priority requests with vendors and ensured efficient technical resolutions.IT Support Engineer
Hewlett-Packard · 2006 — 2010Managed customer service desk operations, focusing on technical issues related to VPN, Outlook, and networking. Involved in chat queue monitoring, ensuring adherence to service level agreements for response times. Conducted performance improvement initiatives through team meetings and individualized sessions.Cultural Activities Assistant
Centro Cultural Costarricense Norteamericano · 1999 — 2006Assisted in coordinating international student activities and events as a part of cultural programs. Worked directly with students, providing event planning and administrative support. Offered castle tours and facilitated master classes during their visits.
Skills & Expertise
Education
- Ms Project Aplicado a la Administración de Proyectos. Nivel Básico, PMPUniversidad Nacional de Costa Rica · 2012 — 2013
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