At The Moxy & Residence Inn by Marriott, I resolved 95%+ of high-severity guest complaints on first contact using Marriott's LEARN de-escalation model. I also trained an 18-person front desk team on guest handling, service recovery and CRM tools.
At Dunboyne Castle Hotel & Spa, I was the only manager on site overnight and the first and final point of contact for guest issues. I kept a 95% first-contact resolution rate and standardized shift handover notes.
As a freelance accountant supporting small-business clients in the UAE, I answered billing, invoice and account questions remotely and fixed historical invoice and ledger errors, cutting repeat billing errors by 35%. At Trigon Digital Solutions FZ LLC, I handled billing and payment queries and helped cut billing errors by 25%.
