Letter of Recommendation from Former Manager Available Upon Request. I have 11 years of Customer Service experience for both Hotel Partners and Travelers at Booking.com. For 9 of these years, I have been in an Advanced Roles position solving simple to complex problems for online reservations all over the world. I have great people and leadership skills. I can manage and help connect properties and travelers to solve their problems. I would mainly help solve problems for Customer Service Agents while being cognizant of key performance indicators (KPIs) that we both adhered to. My goal was to have their Customer Satisfaction (CSAT), Adherence, Resolution, Contacts Per Hour, After Call Work and the Quality of their work meet or exceed expectations and the peer average and was able to achieve this for the array of online Booking products we worked on. I would do this by helping agents correctly facilitate a reservation room change to problem-solving for a property that set their rate incorrectly for hundreds of reservations (and sometimes at multiple Hotels), for example, as the lead point of contact. I would also help solve important issues like when Hotels Overbooked multiple Reservations in the United States or another hotel had a Guest cause thousands of Euros of damage to a property in Italy, for example. There was not an area or a way in which I could not have the basic structure or plan in place on how to help one of our guests or partners. This would also mean that I solved reservation problems on behalf of the CEO and board of directors when a Guest or Property complained to them (known as an Executive Complaint). I served as a direct liaison with a resolution rate of 92%. I have dealt with many different situations and problems over the years as a result. In May of 2009 I graduated from Aquinas College in Grand Rapids, Michigan with a Bachelor of Science degree and a major in International Business. Presenting and clearly communicating information to fellow employees and interested parties has been my strength in my jobs and college groups. I actively participated for two years in the Aquinas College Student Senate where I took on a leadership role to improve the quality of life at Aquinas College. I participated in Students In Free Enterprise (SIFE), Habitat for Humanity and Hurricane Cleanup. I presented with our Aquinas SIFE Team in Philadelphia, PA where we won second runner up in the national competition.