At InnKey Infosystems, I lead Customer Success and customer experience initiatives across 500+ hospitality SaaS properties. I monitor customer health, adoption, service issues, escalations and renewal risks, maintaining an average customer health score of 8.5/10, retention of 85–95% and approximately 5% churn.
As Manager – Customer Support, I led a 16+ member team serving those properties and handling 1,200+ monthly support interactions and tickets. I managed service levels and support processes, with approximately 90–95% SLA adherence and a ~12-hour resolution benchmark.
Earlier at InnKey Infosystems, I delivered 20+ hotel ERP implementations, covering setup, stakeholder coordination, user training, cutover, go-live and stabilization. I also provided L2/L3 SaaS support and supported UAT, bug reporting and product feedback.
Before moving into hospitality technology, I worked in hotel operations at Grand O7, Hudson Resort, Villa & Spa, and Deedi Group of Beach Resorts. That experience informs how I approach guest service, operational processes and customer experience.
