Experienced in delivering customer satisfaction, supporting agents, and boosting sales in hospitality and platform support roles.
Provided end-to-end support, complaint resolution, and customer communication in hospitality and platform settings.
Engaged in cross-selling, upselling, and closing sales for hotel room bookings and add-on services.
Supported onboarding of new agents and served as a resource for operational questions within customer support teams.
Utilized CRM systems and managed back-office tasks to support customer service and sales processes.
Intouch CX (Airbnb & L’Oréal)
Handled guest retention for Airbnb when travelers considered leaving their current stay; resolved issues to encourage guests to continue their reservation., Supported subscription retention for L’Oréal users considering cancellation by addressing concerns and proposing suitable options., Delivered...
IGT Solutions (Hospitality – Linchris Hotels)
Owned cross-selling/upselling and closing of room sales for the Linchris hotel portfolio (e.g., higher room categories, add-ons, and packages)., Supported five hotel accounts including JW Marriott Savannah and Fontainebleau Miami Beach, ensuring prompt and effective guest assistance., Transitioned...
High School Diploma