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Amethyst Haeward

@amethysthaeward

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Technical operations leader driving CX, IT operations, and real estate transaction success.

United Arab Emirates

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What I'm looking for

I seek roles blending technical operations, CX leadership, and strategic tooling—where I can improve processes, build automation, and drive measurable business outcomes in collaborative, growth-oriented teams.

I am a versatile technical operations and support leader with over 10 years' experience across IT operations, technical support, hospitality technology, customer experience management, and real estate consulting. I design operational workflows, support systems, and digital infrastructures that improve efficiency, reduce costs, and elevate customer satisfaction.

As CEO & Founder of Amethyst Solutions I increased Airbnb client revenue by 30% through process and CX improvements and built custom Zendesk and Jira automations, SLAs, and dashboards. In hospitality roles I implemented full IT and AV systems, maintained 99.9% uptime, reduced operational expenses, and led CX channels that achieved sustained high customer-satisfaction scores.

I now specialize in Dubai and RAK property markets as a freelance property consultant, creating investor reports, market briefs, projections, and deal analyses while managing end-to-end transactions and client relations. I combine technical tooling (Zendesk, Jira, CRM systems, analytics) with strategic thinking and UX-informed service design to deliver measurable business outcomes.

Experience

Work history, roles, and key accomplishments

Current

Freelance Property Consultant

Current

Freelance

Aug 2025 - Present (7 months)

Specialized in off-plan and secondary market transactions across Dubai and RAK, producing investor reports and managing end-to-end sales and rental transactions for international clients.

Real Estate Sales Market Analysis Bayut Property Monitor CRM Negotiation Investor Reporting

Current

CEO & Founder

Current

Amethyst Solutions

Jan 2022 - Present (4 years 2 months)

Designed operational workflows and digital infrastructures for startups, built Zendesk and Jira automations, and increased Airbnb client revenue by 30% through CX and process optimizations.

Operations Design Zendesk Jira CX Automation Dashboards Process Optimization

Information Technology Manager

Margaritaville Beach Resort

Sep 2020 - Dec 2021 (1 year 3 months)

Implemented full IT and AV systems within three months of launch, maintained 99.9% uptime across mission-critical systems and reduced operational expenses by $100,000 in the first month.

IT Management Network Uptime IT Operations Vendor Management ITIL Troubleshooting

Lead Theater Operations Specialist

Fusion Superplex

Apr 2018 - Sep 2020 (2 years 5 months)

Built and operated customer experience channels including feedback and escalation systems and developed an AI-powered support chatbot, achieving 98% customer satisfaction for two consecutive years.

CX & Design Chatbot Development Customer Escalation Chatbot Performance Metrics Team Coordination

Support Services Analyst

Atlantis Paradise Island

Jun 2013 - Apr 2018 (4 years 10 months)

Trained technicians to improve SLA adherence, upgraded WiFi infrastructure to achieve top JD Power scores, and resolved 50–400 technical issues daily.

Technical Support Training SLA Management ITSM Troubleshooting