Led internal projects to enhance tools and products, ensuring alignment with business goals. Managed stakeholder relationships across Operations, IT and Product teams, fostering collaboration and transparency.• Encoding: (basic level Java) - wrote simple Java scripts to automate repetitive tasks/create small utility programs that assist in data processing.• Data analysis: conducted data analysis to identify inefficiencies and opportunities for improvement. Leveraged insights to inform product enhancements and drive operational efficiencies.• Led UAT sessions: to validate product functionality and performance. Coordinated with cross-functional teams to identify and resolve issues, ensuring a seamless user experience. • Designed and executed A/B tests: to evaluate the impact of product changes. Analyzed results to make data-driven decisions and optimize product performance.• Developed and update SOPs to ensure consistent and efficient processes across the organization.• KB creation/update: created and was responsible for maintaining a knowledge base to provide users with easy access to information and troubleshooting.• Performed enhanced stakeholder communication – had a regular stakeholder meeting and used collaboration tools like Slack or Microsoft Teams to ensure alignment and transparency.

Assistance to company partners on business and technical fields. Maintaining a process of successful collaboration between Agoda and properties in travel industry. Call, emails support towards partners. Internal communication between content, finance and operation teams.• Administration, reconciliation, and problem resolution for properties on EMEA and NA markets• Assistance with Agoda selling products for revenue increment• Work with the contracts: review and analyses of financial points, assistance in payment• Case ownership and partner face-to-face support for the best Agoda products delivery• Assist with other ad-hoc duties as they arise relating to department & company goals (operational feasibility by evaluating analysis, problem definition, requirements, solution development

Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. All contacts with customers were done via phone, email and chat systems.• Open and maintain customer accounts by recording account information• Contribute to team effort by accomplishing related results as needed• Work with IT department for several inside projects• Manage large amounts of incoming calls and emails and chat• Identify and assess customers’ needs to achieve satisfaction• Build sustainable relationships of trust through open and interactive communication.• Provide accurate, valid and complete information by using the right methods/tools• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution• Follow communication procedures, guidelines and policies.

Promote hotel services to meet targets. Key contributor to the achievement of challenging business development objectives. Drive sales at every opportunity, while simultaneously offering outstanding levels of partner support. Provide advice and education on products, process, and reconcile cash and card transactions. Enforce and adhere to health, safety, and security practices at all times. • Upsold rooms and hotel services, helping to achieve 100% occupancy without reducing rat; consistently met targets with increase revenue on 25% per month • Forged robust relationships with new and existing clients encouraged new and repeat business; increased sales by signing new contacts• Handled customer queries; resolved issues to the satisfaction of all parties

Performed duties individually and as part of a high performing team. Offered over the telephone and face to face advice to customers on a range of services. Collated information to record accurate customer records. Took payments in line with company procedures. Orchestrated and facilitated the training and coaching of new and junior staff.• Promoted in-store events through social media; increased hotel awareness to improve sales.• Successfully managed the full sales lifecycle from order receipt to through to product delivery.•Drove internal and external communications; improved the transfer of information.• Coordinated key learning points from business market and customer intelligence; enhanced marketing promotions and the customer experience.• Presented ideas to improve sales and marketing performance, shared ideas and best practices; improved business decision making.• Steered hotel operations; enhanced the customer experience.

Supported sales and marketing to increase organization awareness. Assisted in researching, identifying, and pursuing new business opportunities. Organized marketing and event initiatives. Tasked with identifying opportunities to increase digital presence, across Facebook and Twitter. Integrated social media programs. Shared progress and campaign results.• Planned and delivered successful events and conferences > 500 people; met timeframes and budgets provided• Contributed significantly to the development of a social agencies content calendar — database of 1000 hotels and event places; ensured the consistent articulation of the corporate message • Originated practices and systems; enhanced working processes and reduced costs — had a team of 10 people to manage (with KPI and coaching upon business and personal need)• Recorded information accurately, analyzed sales trends, offered ideas for discussion and decisions.