Experienced developer specializing in web application development, transitioning from frontend to backend technologies.
Utilized JavaScript extensively in developing interactive web features and client-side logic.
Built and maintained user interfaces for multiple applications using React framework.
Developed backend services and APIs using Node.js, integrating with front-end components.
Designed and managed relational databases to support application data storage needs.
Foundever
Provide technical support and back-office assistance for a global client. Focused on troubleshooting, resolving customer issues, and processing orders efficiently to maintain service quality and customer satisfaction., Handle customer inquiries through multiple communication channels, ensuring timely and accurate resolutions., Process and validate back-office requests, including data updates and service orders., Maintain strong attention to detail, analytical thinking, and service-oriented communication.
NH Hotels Group
Handled international reservations and guest inquiries for one of the most recognized hotel chains in the world., Processed new bookings, changes, and cancellations across multiple time zones., Delivered exceptional guest support via phone and email, ensuring satisfaction and loyalty., Applied upselling strategies to meet occupancy and sales goals while maintaining service quality.
IGT Solutions
Oversaw multiple teams and coordinated Lean Six Sigma initiatives for operational excellence. Led a large Line of Business (LOB) with approximately 100 people across various teams., Directed Team Leaders and their agents to ensure KPI compliance, focusing on AHT and quality improvement., Reduced agent error impact through continuous coaching and process standardization., Organized calibration meetings, performance reviews, and feedback sessions with supervisors and clients., Applied Lean Six Sigma methodology to improve accuracy and reduce inefficiencies across operations.
Bachelor’s Degree
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Managed codebases and collaborated with teams using Git for source control.
IGT Solutions
Led teams of up to 28 travel agents in a 24/7 environment, managing operations for Priceline, one of the world’s largest online travel agencies., Monitored and analyzed key performance indicators (KPI), including QA, sales conversion, and AHT., Designed and implemented coaching plans to improve agent engagement and performance., Promoted team accountability and ownership through motivational and recognition programs., Ensured SLA compliance and maintained alignment with client quality standards.
IGT Solutions
Started as a front-line agent handling global flight reservations, fare rule interpretation, and customer assistance., Managed end-to-end flight bookings, modifications, and cancellations via GDS platforms: Sabre, Farelogix, and Worldspan., Assisted customers with flight changes, schedule adjustments, and refund requests., Developed expertise in travel terminology, airline policies, and car rental reservations., Consistently achieved above 95% customer satisfaction for accuracy and service quality.
