Position: Operations Manager
Category: Support
English level: upper
Years of experience: 4

- Marketplace operations and Content management - Accelerated onboarding of hotels (10 k) onto internal platform, delivering high-quality content for the API.
- Team management - Trained and managed a team of 35 agents who onboard partner hotels into the API via our internal tool.
- Quality Assurance Management - an overall agents' week-on-week score of >85% of content accuracy when onboarding, with a company monthly goal of 80% minimum
- Internal team  collaboration - Developed and executed cross-team projects (mainly product and engineering in order to optimise the speed, UX and content accuracy of internal tools.
- Assisting the engineers on some technical bottlenecks.
- Successfully completed main and side projects before deadlines.
• Accelerated onboarding of hotels onto internal platform, delivering high-quality content for the API.
• Actively collaborated with hotel owners to resolve queries and ensure a seamless user experience.
• Served as an intermediary between internal teams (engineering, sales, booking operations, product) to streamline workflow
• Educated 35 international agents in product knowledge, hotel onboarding via initial/ongoing training
• Improved team performance through the creation of enhanced training materials, demos and personalised coaching sessions
• Collaborated with internal/external teams to introduce new processes, optimise existing tools and create process documentation
• Drove initiatives to address delays, optimise procedures and ensure smooth collaboration.