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Competencies
Demonstrated experience with Microsoft Office Suite.
Demonstrated experience with CRM systems.
Demonstrated experience with QA monitoring tools.
Demonstrated experience with AI-based systems for performance tracking.
Education
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Experience
Sales & Customer Experience | QA Analyst | Coach | Auxiliary Supervisor
Supported Choice Hotels, a leading U.S. hospitality brand, in various roles including Tier 1 and Tier 2 Customer Support, Sales Agent, and Corporate-level Service Representative., Provided tailored customer service solutions, managed complex escalations, and exceeded sales conversion goals., Served as Coach for onboarding and upskilling new agents. Conducted calibration sessions, mock calls, performance reviews, and delivered real-time feedback to enhance service delivery., Promoted to Flex Supervisor and later appointed as Auxiliary Supervisor, assuming full leadership responsibilities in the absence of management, including KPI monitoring, performance documentation, and team oversight., Frequently collaborated with Human Resources to support new hires with orientation, payroll inquiries, KPI clarifications, and performance improvement plans., Transitioned into Quality Assurance Analyst (Tier 1) for Hyatt Hotels' customer support team, becoming the only QA in the department authorized to manage dual roles as frontline support and supervisor backup., Delivered detailed feedback sessions, call quality audits, and coaching interventions, ensuring compliance with brand standards and service excellence benchmarks., Assisted leadership with root cause analysis of underperformance trends, helping design agent development strategies and maintaining operational excellence.
Sales Agent
Delivered phone-based sales and customer support services for U.S.-based clients., Consistently met performance metrics and sales targets.