I lead the Hilton Reservations team at Sutherland Global Services, supporting Middle East and UK markets through coaching, quality analysis, performance management, and guest escalation support.
I've increased CSAT from 89% to 96%, Quality from 91% to 97%, SLA compliance from 94% to 99%, and upselling performance by 22%, contributing to 18% revenue growth. I also reduced recurring performance issues by 35% and Average Handle Time by 12% while maintaining high-quality guest experiences.
Previously, I delivered Forbes-level support for Hilton Luxury Brands, earned a 92% Forbes Mystery Call Evaluation, and served as a subject matter expert for complex reservations and new-hire mentoring.
