Veronica Kawamoto

• Oversaw daily operations of guest services and front desk to enhance service delivery.
• Enforced customer service standards and resolved customer issues to maintain high quality service.
• Supervised housekeeping staff, ensuring cleanliness and high guest satisfaction levels.
• Coordinated training programs for new team members on service standards.
• Monitored staff performance and addressed issues.
• Developed scheduling systems to optimize staff coverage during peak hours.
• Implemented inventory management practices that reduced waste of hotel supplies.
• Ensured compliance with health and safety regulations across property.

Managed high-priority customer escalations, achieving a personal customer satisfaction (CSAT) score of 96%.

• Led and mentored a team of 15+ technical support specialists, improving overall resolution times by 20%.
• Designed and implemented an onboarding and training program for new hires, reducing ramp-up time from 4 weeks to 2 weeks.
• Analyzed customer feedback data and ticketing metrics to identify recurring technical issues, collaborating with the product team to implement permanent fixes.
• Evaluated and revised workflows to enhance efficiency and productivity across teams.
• Resolved issues efficiently and effectively, showcasing strong problem-solving skills.
• Conducted routine maintenance and repairs on mechanical systems and industrial equipment.