Manage high-volume omnichannel customer inquiries (chat, email, text) using Gorgias, Slack, and CRM tools, maintaining speed and brand consistency across every touchpoint. Use AI writing tools to draft, refine, and optimize responses within brand voice guidelines, improving turnaround time without sacrificing quality. Maintain internal documentation and process tracking in Notion; identify escalation triggers and route complex cases to the right stakeholders. Take ownership of queue management — proactively flagging patterns and implementing process improvements ahead of need.

Supervised a reservations team handling high volumes of daily booking requests across phone, email, and chat, prioritizing and triaging across multiple simultaneous channels. Maintained CRM data integrity and payment processing workflows while coordinating real-time operations with 25+ travel agency partners. Served as the escalation point for complex incidents, ensuring fast resolution and clear written communication across all stakeholders.

Handled bilingual reservations (English & Spanish) via phone, email, and chat for global agencies and direct web clients. Processed booking modifications, cancellations, and financial transactions with accuracy and attention to detail.

Delivered premium written and in-person support to high-profile guests, coordinating stays, bookings, and logistics with consistent professionalism. Managed night reception operations and cash handling with zero-error accountability.

Monitored omnichannel guest feedback, resolved complex complaints in writing, and protected brand reputation across online platforms. Produced monthly executive quality reports and analytical performance presentations for leadership.

Supervised the customer service department and built strong, lasting B2B partner relationships. Administered CRM databases, trained staff on service standards, and resolved high-priority claims efficiently.