At Rove, I led customer support operations for a travel technology platform serving 100,000+ members. I created SOPs, knowledge base resources, ticket workflows, and support macros, and partnered with Product, Engineering, Revenue, and Operations to address recurring issues and improve the user experience.
At HotelTonight | Airbnb, I managed a portfolio of 5,000+ hotel partners and onboarded 35+ new partners quarterly during the migration initiative, increasing active inventory 8% quarter over quarter. Earlier at Booking.com, I contributed to market growth through hotel account management and created a partner onboarding guide adopted by multiple regional offices that reduced average property activation time by 13%.
