Reagan Williams
@reaganwilliams1
Customer Success and hospitality operations leader who improves workflows and guest experiences.
United StatesWhat I'm looking for
I’m a Customer Success and Operations professional with experience leading guest experience teams, improving operational workflows, implementing scalable programs, and delivering exceptional customer experiences across hospitality and remote technology environments.
I’m recognized for building SOPs, training teams, resolving escalations, and partnering cross-functionally to improve service quality and operational efficiency. In my recent role, I expanded operational programs from 2 to 8 service lines and supported 30+ members daily across phone, email, and chat.
As an operations associate, I designed onboarding playbooks and operational SOPs to standardize new member experiences, implemented new programs and service lines with cross-functional partners, and leveraged Salesforce, ClickUp, Slack, RingCentral, Excel, and Google Workspace to manage daily operations.
Earlier, I supervised 10+ Guest Experience Agents supporting 22 locations and more than 1,000 apartment-style units, maintaining a consistent 4.8 Medallia guest satisfaction score through coaching and service excellence. I also handled 30+ guest interactions daily, enhanced Local Guest Services while maintaining a 4.8 CSAT, and designed and implemented a Lost & Found workflow in Asana that was adopted by leadership.
Experience
Work history, roles, and key accomplishments
Operations Associate
RX Diet
Feb 2024 - Present (2 years 5 months)
Expanded operational programs from 2 to 8 service lines and supported 30+ members daily across phone, email, and chat. Built onboarding playbooks and operational SOPs, trained new team members, and leveraged Salesforce, ClickUp, Slack, and RingCentral to manage daily operations.
Supervised 10+ Guest Experience Agents across 22 locations and 1,000+ apartment-style units while maintaining a 4.8 Medallia guest satisfaction score. Managed daily reservations and escalations, developed SOPs, monitored KPIs, and partnered with housekeeping, engineering, and onsite teams to ensure units were guest-ready.
Handled 30+ guest interactions daily via phone, email, and chat while enhancing Local Guest Services and maintaining a 4.8 CSAT. Designed and implemented a Lost & Found workflow in Asana adopted by leadership and coordinated with local operations teams to resolve guest issues efficiently.
Education
Degrees, certifications, and relevant coursework
University of New Orleans
Bachelor of Science, Hotel, Restaurant & Tourism Administration
Bachelor of Science in Hotel, Restaurant & Tourism Administration from the University of New Orleans, completed in May 2023.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Interested in hiring Reagan ?
You can contact Reagan and 90k+ other talented remote workers on Himalayas.
Message ReaganGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
