Open to opportunities

Elise Brown

@elisebrown

Message

I build seamless guest experiences through operations leadership and AI-powered automation.

New Zealand

Message

What I'm looking for

I’m looking for a customer-experience and operations role where I can combine guest-first communication with AI-powered automation, build better SOPs and onboarding, and use KPIs to remove friction and improve outcomes.

I’m a Customer Experience & Operations Specialist with a hospitality foundation and a growing edge in automation and AI tooling. I’ve led end-to-end guest communications across Airbnb, VRBO & Booking.com, maintaining a 4.9+/5.0 satisfaction score and 80%+ guest recovery rate, while delivering white-glove service from inquiry through post-stay.

I thrive at the intersection of empathy and systems-thinking—tracking team KPIs, managing shift scheduling, and driving performance improvements through data-led changes. I’ve owned onboarding end-to-end by building an automated onboarding and tracking system to reduce manual overhead, and I’ve also supported client resolution through de-escalation, scheduling, and clear email/phone communication.

Experience

Work history, roles, and key accomplishments

Current

Guest Service Team Lead

Current

Cloud9

Feb 2026 - Present (5 months)

Led end-to-end guest communications across Airbnb, VRBO, and Booking.com, including VIP relations and onboarding. Implemented AI-powered automations and data-led process improvements to reduce response times and streamline operations.

Airbnb VRBO Booking.Com KPI Tracking Shift Scheduling Onboarding AI Powered Automation Claude SOP Development Process documentation

Administrative Assistant

Apollo Medical Centre

Jul 2023 - Jun 2025 (1 year 11 months)

Managed scheduling and patient reception/intake, handled client inquiries by phone and email, and supported de-escalation. Organized and maintained medical records and coordinated internal communication between medical staff and patients while using AI/automation tooling.

Scheduling De escalation Patient Intake Medical Records Management Data Verification Email Support Claude MCP Servers Workflow Automation

Pastry Chef & Barista

Food Vault Café

Jul 2021 - Jul 2023 (2 years)

Prepared and executed pastry and à la carte menu items while managing inventory controls and supplier ordering. Supported day-to-day station standards and provided cross-functional operational coverage for bar and floor.

Pastry À La Carte Menu Service Inventory Control Station Standards KPI Tracking Bar and Floor Operational Support

Pizza Chef & Front of House

Hallertau Brewery

Sep 2019 - Dec 2020 (1 year 3 months)

Independently managed both kitchen and front-of-house operations in a high-paced environment, including POS transactions and end-of-shift reconciliation. Controlled stock and inventory, coordinated between areas to minimize errors and waste, and executed food production using wood-fired ovens and smokers.

POS Payments Billing Supply Gap Identification Operational Coordination Wood Fired Oven Smoker