At Hosteeva LLC, I supervised the offline customer support team in Yerevan, coaching 15 agents handling approximately 5,000 guest messages monthly. We maintained a 35-minute average response time and an Internal Quality Score above 85.
I managed high-priority guest escalations involving cancellations, refunds, reservation changes, maintenance issues, and service recovery. As an online agent, I also supported guests throughout the reservation journey and coordinated time-sensitive requests across teams.
I partnered with Product and Engineering to address reporting inaccuracies and improve dashboards and workflows. I also translated frontline experience into product requirements and tested releases for Unified Inbox and Eva Ticketing.
I contributed to the development and testing of Voice AI and Eva Talk, analyzing failed calls and recommending improvements to IVR logic, reservation recognition, call routing, transfers, agent workflows, and reporting. I work with Zendesk, Trello, Google Workspace, Microsoft Excel, OTA partner portals, and property management systems.
