Open to opportunities

Ruth Scheenee David

@ruthscheeneedavid

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Customer-focused guest reservations lead driving operational improvements and exceptional guest satisfaction.

Australia

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What I'm looking for

I’m seeking a customer-facing leadership role where I can improve service standards, mentor teams, implement SOPs, and optimize operations for guest satisfaction.

I am a guest reservations and customer success leader with extensive experience managing front-line support teams across vacation rentals, banking, and large outsourcing clients. I have led operations, coached teams, and developed SOPs that improved resolution speed, satisfaction, and efficiency.

My achievements include improving team performance by 15%, increasing resolution speed by 30%, achieving 95% satisfaction levels, onboarding dozens of properties across OTAs, and designing training programs for future virtual agents. I’ve managed escalations, claims, and interdepartmental coordination for APAC and EMEA regions.

I focus on process improvement, mentoring, and delivering consistent guest experiences through clear policies, optimized listings and pricing, and scalable training systems. I seek roles where I can continue to raise service standards and operational performance.

Experience

Work history, roles, and key accomplishments

Current

Guest Support Agent

Current

Sea Mountain Vacations

Dec 2023 - Present (2 years 6 months)

Communicated with guests across booking platforms using the property management system, managed maintenance and cleaning QA, and optimized listings with dynamic pricing to increase revenue while processing resolutions and reimbursements.

Property Management Systems Dynamic Pricing Listings Management Quality Assurance Claims Processing SOPs

Guest Support Lead

Me Innkeeper Pty Ltd

Nov 2021 - Aug 2024 (2 years 9 months)

Led and coached a team of customer service representatives, developed policies and training that improved performance by 15% and resolution speed by 30%, achieving 95% customer satisfaction.

Team Leadership Customer Service Training Development Performance Monitoring Policy Development Customer Satisfaction Process Improvement

Customer Success Lead

Wells Fargo

Apr 2021 - Jun 2023 (2 years 2 months)

Supported daily administration of customer service teams, resolved complex escalations, proposed process improvements, and provided leadership and mentorship to improve team performance and customer satisfaction.

Escalation Management Team Leadership Process Improvement Mentorship Customer Support Cross Functional Collaboration KPI Tracking Workforce Management

Guest Reservation Specialist

GetAway Vacations

Sep 2020 - Jan 2022 (1 year 4 months)

Handled pre- and post-booking inquiries and onboarding for 50 properties across OTAs, developed SOPs and training materials, and improved guest satisfaction by 20% through efficient issue resolution and data management.

Reservations Management SOP Development Data Management Claims Handling

Operations Team Lead

TDCX Airbnb

Feb 2015 - Apr 2021 (6 years 2 months)

Managed Resolution II case managers across APAC/EMEA, mediated host-guest disputes and claims, improved workflows with client feedback, and led performance reviews and coaching to maintain SLA compliance and team morale.

Dispute Resolution Claims Management Team Management Performance Coaching SLA Transaction Monitoring Scheduling