• Main technical contact for all Busbud partners (Bus companies, OTAs and other players of the travel industry)• Responsible for integrating new bus companies/operators/aggregators & maintaining inventory on Busbud sites• Cross-collaborate with engineering, design, marketing, customer experience and peer product managers to guarantee alignment with Busbud’s overall product strategy• Responsible for leading and implementing new features, gather product requirements, understand user pain points, and identify opportunities for product improvement

• Lead a team of 68 in-house and outsourced specialists in Canada and India • Responsible for integrating hotel’s API’s into Expedia’s platform to display their inventory• Recruit, Train & Coach in-house team members to exceed 99% KPIs• Monitor outsource operations to agreement SLA • Contribute to strategic projects for continuous improvement in Service Delivery• Collaborate with business development teams to design workflows for emerging businesses e.g. vacation rental supply• Train new Expedia connectivity partners on interface workflow

• Analyzed business processes to identify areas for process improvement e.g. reduced lead-time 40% for new connectivity process. Reduced number of errors/payouts 50% by conducting more aggressive audits and providing intensive training to specialist.• Escalation point for complex connectivity issue resolution• Contributed to Technical teams’ coding, testing, and documentation tasks

• Connected new hotels to Expedia points of sale• Audited hotel data and corrected discrepancies

• Reported to General Manager• Upheld quality standards for hotel operations • Maintained franchise requirements for Leading Hotels of the World• Managed team of 8 Maintenance & Housekeeping staff• Hosted VIP clients from pre and post hotel stay

• Personalized customer service• Check in and Check out.• Ensuring that all guests’ needs and requirements were met.• Elaborating quality reports on a daily basis.• Handling complaints and customer satisfaction.• Assisting in the development and improvement of new customer service’s policies and procedures.• Acting as a main contact for problem solving.• Communicating and coordinating with various departments to ensure customer requirements are met.

• Prepared & performed QA audits for all departments, monitored corrective actions per ISO 9001:2000 Standards.• Chaired monthly Quality meetings as part of company’s refurbishment project• Developed and implemented procedures to maximize efficiency within departments• Generated management reports and internal progress summaries• Reviewed and addressed customer complaints and internal non-conformities• Updating company’s procedures and work instructions• Created accounting reports - balance sheets, cash flows, payroll, income & expense