Technical Troubleshooting Specialist / Travel Expert

Jan 2026 - Present

Resolved complex customer inquiries and technical booking discrepancies for a high-volume international e-commerce platform. Leveraged expert product knowledge to handle escalations, processing refunds and returns while maintaining 100% compliance with global service standards.

Team Lead

Jan 2024 - Jan 2026

Directed daily operations and real-time monitoring for high-stakes projects, ensuring 100% data reporting accuracy for executive stakeholders. Developed and implemented Standard Operating Procedures (SOPs) and checklists to maintain operational hygiene and improve team efficiency. Identified performance gaps and implemented real-time strategic adjustments to exceed organizational targets.

WFM Scheduling & Real-Time Analyst

Jan 2017 - Jan 2024

Managed complex scheduling models based on high-volume forecasted data to ensure optimal staffing and operational fluidity. Transformed raw operational data into actionable insights and strategic reports using Advanced Excel to guide executive decision-making. Resolved high-level technical discrepancies and conducted Root Cause Analyses (RCA) to eliminate recurring operational bottlenecks.