Mouna HAMMOUMI

Delivered data-driven quality analysis across a 250-person operational environment, auditing results against service-level agreements and maintaining an average team quality score of 94%. Conducted root-cause analysis on performance and quality gaps, improving process efficiency by 18%.

Designed and delivered structured onboarding and training programs, accelerating time to productivity for new-hire cohorts by 25%. Monitored trainee performance data and provided targeted coaching to support transition to live operations.

Evaluated complex, high-risk cases against service-level agreements and policy updates, consistently exceeding individual productivity targets by 15%. Identified operational bottlenecks and escalated critical issues to cross-functional stakeholders for timely resolution.

Managed reservations across a 477-room property, using consultative communication and product knowledge to increase direct-booking conversion by 15%. Oversaw corporate rate strategy, inventory allocation, and guest profiles in Opera PMS, maintaining 98% data accuracy.

Optimized hotel content, amenities, and room descriptions across digital distribution channels for EMEA markets, improving marketplace visibility and traveler conversion. Managed partner and customer communications for high-value portfolios, resolving escalated inquiries with a focus on retention.

Managed room sales and reservation changes in coordination with the Sales team, supporting booking production and revenue growth. Analyzed booking trends and guest preferences, translating data into recommendations for management.

Managed guest check-in and check-out while maintaining high customer-service and quality standards. Resolved guest issues and coordinated with hotel departments to support smooth daily operations and guest satisfaction.

Completed the Udemy masterclass 'The Complete Claude Code & Claude Cowork Masterclass' in 2026.

Completed a specialization in Hotel Management: Distribution, Revenue and Demand Management in 2024.

Completed the Google course 'Analyze Data to Answer Questions' in 2024.

Completed the Google course 'Foundations: Data, Data, Everywhere' in 2023.

Bachelor of Business in International Hotel and Resort Management from Torrens University, Australia, from 2018 to 2020.

Diploma in Hotel Management from INTI College, Selangor, Malaysia, from 2016 to 2018.