Peter Carmona

• Manage end-to-end onboarding and implementation projects for global hospitality partners, from project intake and readiness validation through technical onboarding and production deployment.

• Conduct project screening and discovery to assess onboarding readiness, validate purchase orders and required information, identify missing prerequisites, and determine appropriate next steps before imple

• Managed complex B2B partner relationships for a global vacation rental platform, resolving escalated operational and technical issues to drive partner retention.

• Provided data-driven insights and clear recommendations to partners to optimize listing performance, pricing strategy, and guest experience.

• Acted as a liaison between partners and internal departments (finance, trust & safety, en

• Served as Subject Matter Expert (SME) and Mentor, improving agent onboarding efficiency by 20% through structured technical shadowing and real-time support for 100+ new hires.

• Provided live operational guidance to Tier 1 agents through Microsoft Teams, helping resolve complex billing, account, and technical issues while improving first-contact resolution.

• Managed Tier-2 escalations inv

• Exceeded performance targets for 6 consecutive months, resulting in an accelerated promotion to Tier-2 due to high-quality resolution and 90% CSAT.

• Resolved more than 1,500 customer inquiries while maintaining a 90% CSAT through empathetic, solution-oriented support.

• Drove successful onboarding experiences by helping users understand platform features and activate their services smoothly.

• Planned and executed cross-functional marketing initiatives, coordinating campaign timelines and increasing visitor traffic by over 40%.

• Coordinated marketing campaigns and stakeholder communications, increasing customer engagement and brand awareness by 30%.

• Managed daily operations, coordinated cross-functional teams, and organized promotional events while ensuring project milestones wer

Issued Oct 2025