Key Achievements

• Led complex client migrations  from Archive 9 to new SaaS platforms (e.g., Archive 10 and Service Manager). Utilized advanced data analysis (VLOOKUP, pivot tables, VBA) to proactively mitigate risks and ensure minimal disruption, all while adhering to security and compliance standards.

• Translated high-volume user feedback into actionable product insights and collaborated cross-functionally (UX Research, Sales, Support) to drive critical CRM (Salesforce) automation, resulting in a 95% increase in data reporting accuracy and measurable product adoption improvements.

• Acted as a subject matter expert and client-facing product liaison by developing and delivering comprehensive product enablement and training for the IAM (service manager) platform, covering features like authentication, reporting,  functions and user record management.
• Identified and documented bugs via Jira, providing product feedback and creating a framework to measure the impact of new feature launches.
• Built Scalable Systems and Processes. Automated recurring reporting and data quality checks by refining CRM
  workflows. Developed scalable business processes, including standardizing content guidelines for a high traffic knowledge base (Confluence), which improved content accuracy by 85%.
• Achieved a 95% increase in reporting accuracy by refining CRM automation based on insights gained from user feedback and data analysis, writing user stories, used cases, demonstrating a commitment to quantifiable results and problem-solving.

• Leveraged data analytics to manage and optimize room inventory across multiple digital channels, ensuring accurate availability and maximizing booking potential.
• Analyzed booking trends to guide strategic pricing decisions, improving occupancy rates and revenue performance.
• Designed and implemented dynamic pricing strategies to adapt to market demand and enhance profitability.
• Ensured real-time synchronization of inventory across all sales platforms, reducing booking discrepancies and improving operational efficiency.
• Monitored and reported on key performance indicators to maintain alignment with organizational goals and drive informed decision-making.
• Applied data-driven insights to streamline processes, improve service delivery, and elevate customer satisfaction.

Assisted the management team in setting up the Standard Operating Procedures for the nightly operations for a newly opened hotel property though forecasting and learning from day-to-day operations.

Supported front office operations and acted as a first point of contact for customers and clients. Helped train 5 front desk agents on established systems and company's brand values.

Sold timeshare vacation packages to the niche clientele which was worth CAD $ 15,000 through effective delivery of proper presentation and by negotiating and coming to a win-win solution. Providing a personalized experience to the clients, cold calling, coaching new hires was also the part of this role.