Open to opportunities

Diana User

@dianauser15

Message

I manage customer onboarding, complex requests, and service recovery across international hospitality operations.

Kazakhstan

Message

What I'm looking for

I'm looking to transition into Tech Customer Success or SaaS operations, where I can own customer onboarding, resolve complex issues, coordinate cross-functional teams, and build trusted customer relationships.

I've managed pre-arrival customer journeys at JA Manafaru, coordinating complex guest requests across Reservations, Sales, Front Office, and F&B through final confirmation.

I resolve booking changes and escalations, maintain accurate records across internal systems, and balance personalized service with operational feasibility. My work supported Forbes-level standards and achieved 85–100% IFH service-quality audit scores.

Previously at Rixos Borovoe, I managed up to 50 active digital customer conversations at once, supported service recovery and retention, and contributed to monthly upselling targets of up to USD 4,000. I'm transitioning my high-touch customer operations experience into Tech Customer Success and SaaS operations.

Experience

Work history, roles, and key accomplishments

Reservations Agent / Customer Operations

JA Manafaru

Sep 2025 - Aug 2026 (11 months)

Owned pre-arrival customer journeys for international guests, coordinating complex requests and translating customer requirements into clear actions for internal teams. Resolved booking issues and escalations while maintaining Forbes-level service standards and achieving 85-100% IFH service-quality audit scores.

Customer Onboarding Escalation Management Cross functional Coordination Upselling Customer Retention Opera Google Workspace