At Ukio, I’m designing and rolling out a new operational function from the ground up, defining its scope, milestones and success metrics. I work with Tech stakeholders on automation and AI-driven solutions that reduce manual work.
As Guest Experience Team Leader at Ukio, I managed a 20-person team and reduced the missed call rate from 60% to 7% through root-cause analysis and workflow redesign. I also ran a service recovery project with Operations, Sales and Tech that raised NPS from 2 to 42.
Earlier at Ukio, I wrote 100+ SOPs across Guest Experience, Operations and Sales. At ROOMONITOR, I led the rollout of a complaint management system that cut resolution time by 20%.
