Booking.comCustomer Reviews Coordinator
Feb. 2019 - Mar. 2020Manchester, United KingdomOperations: Customer Reviews, Website Moderation, Customer Relations, Process Mapping -- Processed 3000+ customer reviews (target 600p/d) before going live.
-- Produced actionable insights to report on NPS, CSAT and Supplier Scores for stakeholders.
-- Exceeded KPIs by 147% with 100% in compliance and quality checks reported on performance reviews.
-- Promoted the use of Machine Learning and Automation to reduce manual workloads by 94%.