Oct 2021 – Mar 2022 · 5 mos · Remote

• Cloudberries is a UK-based puzzle manufacturer and distributor. I supported customers via email and social media, assisting with billing and logistics inquiries and providing detailed product information to ensure a smooth and positive customer experience.

Jun 2021 – Dec 2021 · 6 mos · Remote

• At RingCentral Events (formerly Hopin), I supported customers via email, live chat, and video calls, helping organizers troubleshoot issues and successfully run virtual events on the platform. I also provided live technical support during customer events, assisting attendees in real time to ensure smooth event experiences. In addition to customer-facing work, I conducted quality audits of support conversations to maintain high service standards and identify improvement opportunities. I also coached support agents on quality expectations and best practices to help the team consistently meet and exceed performance goals.

Sep 2020 – Jun 2021 · 9 mos · Remote

• Hopin is a virtual events platform where I supported customers via email, chat, and video calls, including live technical assistance during events. As a Billing Subject Matter Expert, I resolved complex billing issues and helped streamline the overall payment experience. I also co-hosted educational webinars to empower users and ensure they were equipped to get the most value from the platform.

Feb 2020 – Mar 2021 · 1 yr 1 mo · Remote

• At Cloudbeds, I led and coached a team of seven onboarding specialists, supporting their growth while ensuring high-quality onboarding experiences for new customers. I managed onboarding for key accounts, including multi-property groups and VIP customers, guiding implementation, product training, and adoption. I also worked to improve internal collaboration by removing outdated processes and barriers, helping teams communicate more effectively and deliver a smoother customer experience.

Apr 2019 – Feb 2020 · 10 mos · Remote

• Onboarded 30–40 accounts per month, guiding customers through setup, team training, and platform adoption. Delivered tailored training sessions to ensure each customer was set up for long-term success with the product. Recognized as Onboarding Coach of the Quarter Q2 2019 for outstanding performance and customer impact.

Feb 2018 – Apr 2019 · 1 yr 2 mos · Remote

• Cloudbeds is a hotel management platform. I provided customer support through email and video calls, helping hospitality professionals navigate the platform and resolve issues efficiently. I was recognized as Customer Coach of the Quarter Q3 2018 for delivering exceptional support and contributing to customer success.

Jan 2017 – Jan 2018 · 1 yr · Pattaya, Chon Buri, Thailand

• Hill Fresco Hotel Pattaya is a 140-room property where I led and developed a front office team of 10. I was responsible for creating standard operating procedures (SOPs), ensuring guest safety, and resolving all guest complaints with professionalism and care. My focus was on delivering consistent service and maintaining high operational standards.

Jan 2016 – Dec 2017 · 1 yr 11 mos

• I wanted to live a bit. Spent two years traveling around Thailand and Southeast Asia.

Jun 2013 – Dec 2014 · 1 yr 6 mos · Phuket, Thailand

• Novotel Phuket is a 161-room resort offering a mix of rooms and villas. Managed and developed a team of 30 staff across the front office department. Responsible for daily operations, workforce planning, team training and development, performance reporting, night auditing, and financial reconciliation. Supported the Front Office Manager and regularly handled guest feedback to ensure high service standards. As a brand ambassador for our loyalty program, I led staff training on upselling techniques and member engagement to drive program participation and guest satisfaction.

Sep 2011 – Nov 2012 · 1 yr 2 mos · Phuket, Thailand

• B-Lay Tong Phuket, part of the MGallery Collection, is a 123-room boutique hotel. I managed and developed a front office team of 25, overseeing daily operations to ensure a seamless guest experience. My responsibilities included team leadership, guest relations, and handling guest safety concerns and escalated complaints with professionalism and care.

Apr 2010 – May 2011 · 1 yr 1 mo · Phuket, Thailand

• Ibis Phuket Kata is a 252-room property. Managed and developed a front office team of 20. Oversaw evening and night shift operations, ensuring the safety of both guests and staff while maintaining high service standards. Responsibilities included daily reporting, night auditing and financial reconciliation, staff training and development, and coordinating activities related to our member loyalty program to enhance guest engagement and retention.

May 2009 – Apr 2010 · 11 mos · Phuket, Thailand

• Bundarika Villas Phuket was an exclusive resort featuring 16 luxury pool villas. I was responsible for guest check-in and check-out, cashiering functions, and handling inbound guest communications as a call center operator. I also actively promoted and upsold in-house services and amenities to enhance the guest experience and drive revenue.

Aug 2007 – Apr 2009 · 1 yr 8 mos · Phuket, Thailand