At Four Points by Sheraton, I supported more than 150 guests per shift across in-person, phone, and email channels. I maintained a 95%+ guest satisfaction rating and an 88% first-contact resolution rate.
I collaborated with hotel teams to resolve guest concerns, helping reduce response time by 25%. I also recommended process improvements and assisted with onboarding and coaching new team members.
At Hugo Technologies, I delivered customer service by email and chat while maintaining a 98% customer satisfaction rate. I also reviewed AI model responses and Help Centre articles, providing feedback to support model performance and knowledge-base accuracy.
