Fatima Narah-Kris Ismael

Guiding customers through hotel reservations and modifications with ease. Handling inquiries and concerns with professionalism and empathy, and upselling reservation plans to enhance value.

Served as the Point of Contact for customers and project team members, providing timely updates on project statuses, milestones, and deliverables. Established rapport with clients and developed trusted advisor relationships with key accounts and executive sponsors.

Oversaw the efficient operation of the QA department, maintaining high standards of quality and promoting continuous improvement through collaboration, data analysis, and targeted training initiatives. Conducted performance evaluations and managed QA hiring processes.

Oversaw QA department operations, maintained quality standards, and facilitated training sessions. Collaborated with multiple lines of business and departments to ensure compliance and continuous improvement.

Managed Digital and Initial Customer Experience departments, overseeing team performance and ensuring high-quality customer support via chat and email. Monitored team to achieve installation rates and resolved issues efficiently.

Monitored team performance to ensure alignment with company standards. Supported employee training and development initiatives and assisted transition teams post-nesting.

Maintained a positive, empathetic, and professional attitude toward customers, acknowledging and resolving issues and complaints to ensure satisfaction.

Bachelor of Science in Social Work degree from La Salle University from 2015 to 2019.