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Work Background
Sounding BoardSenior Manager, Product Experience and Support
Oct. 2024 - Mar. 2025I expanded and managed the Voice of the Customer program, integrating product analytics to understand users' digital experience; achieved an industry-competitive NPS of 56 with a 14% response rate within the first year. I leveraged VoC insights to identify underperforming customer segments, prioritizing targeted product development initiatives that addressed key friction points and improved retention among high-value users. I established and managed a cross-functional prioritization framework for product enhancements, ensuring alignment between customer needs and business objectives. I was a key stakeholder in the Product development process from inception to deployment. I continued to fulfill all responsibilities carried out as Senior Manager, Customer Support, and ownership of self-service knowledge base and documentation.
Sounding Board, Inc.Senior Manager, Customer Experience Operations
Jan. 2024 - Mar. 2025I oversaw the operations of Customer Experience (CX), ensuring seamless alignment between tactical implementation and strategic CX frameworks, with a strong emphasis on effective change management practices. My role involved spearheading various initiatives, notably the establishment and management of a Voice of the Customer program. Additionally, I crafted and implemented an intuitive self-service onboarding education program to elevate user experience while streamlining support processes. I also continued to fulfill all responsibilities carried out as Senior Manager, Customer Support.
Sounding Board, Inc.Senior Manager, Customer Support
Aug. 2022 - Dec. 2023Drove customer support at a start-up with under 100 employees; rolling out a CSat program, with the first year CSat landing at 95.5. I implemented Zendesk articles and Pendo product walkthroughs to enable scalable support through a robust self-service knowledge base. I built out and streamlined cross-functional processes to enhance operational efficiency for both internal and external-facing processes.
Talia Rosenblum CoachingCertified Life Coach
Dec. 2018Portsmouth, NH, USA
Amadeus IT GroupManager, Customer Support Americas (Hospitality)
Nov. 2017 - May. 2021Portsmouth, NHResponsible for managing daily operations of America's technical analyst center (support) for Amadeus Hospitality for both Sales and Catering and Service Optimization product sets. The position is responsible for managing 40+ team members, ranging from three levels of call center analysts, supervisors, and relationship managers - both in-house and as team members located in the Miami Amadeus office. Continuously working to progress how the team members operate to be as efficient as possible, utilizing technology and training to provide customers with excellent service. An active participant in Development Planning, experienced in SAFe Agile framework as a Business Owner and key contributor.
Amadeus IT GroupManager, Customer Support (Hospitality)
Jan. 2015 - Nov. 2017Miami/Fort Lauderdale AreaResponsible for managing daily operations for global Support for Amadeus Hospitality Service Optimization Products. The position included managing both in-house team members and remote workers, supervising the work of global team members, and working closely with other support managers around the world. Helped to progress the Service Optimization through major transformations of launching and sun-setting products, as well as aggressive customer growth year-over-year. Spearheaded rolling out new processes to the Service Optimization Team, working to ensure Team Members can efficiently work and maintaining an average yearly NPS of 78.8.
Newmarket InternationalTeam Lead/Hospitality Consultant, MTech
Jun. 2013 - Dec. 2014Miami/Fort Lauderdale AreaSupport Team Lead for Newmarket International's MTech Division's products, HotSOS and REX (HotSOS Housekeeping). Worked with internal Team Members, growing two Teams from 2 people each to a total of 10 people. Worked to develop SOPs across the department to better serve the Team and customers effectively. Engaged and worked to also develop SOPs with various Resellers of these products, to ensure clear escalation paths and processes. Assisted as a representative from Support while growing the MTech Division of Newmarket International significantly both customer and product-wise.
Newmarket InternationalHospitality Consultant, MTech
Apr. 2011 - Jun. 2013Miami/Fort Lauderdale AreaTraveled globally installing and supporting Newmarket International's MTech Division products such as HotSOS and REX (HotSOS Housekeeping). Worked with all levels of Hotel Operations Team Members to ensure successful implementation of products. Worked independently while on site, representing the company and products to a range of customers.
The Chatham AucklandHousekeeping and Maintenance Manager
Oct. 2010 - Mar. 2011• Pre-opening set-up of Housekeeping Department, including purchasing and inventory of all supplies according to budgets
• Total Management of daily operations • Staffing; including recruitment, training, scheduling and daily supervision of Housekeeping Team
• Ensuring Qualmark standards are met (4+ star Serviced Apartments) in all areas of the hotel rooms and public spaces
Chifley Suites AucklandGuest Service Agent
Apr. 2010 - Sep. 2010• Greet and Check in hotel guests, ensuring all prior requests are fulfilled
• Check out and farewell hotel guests
• Provide Concierge services for all guest requests efficiently and accurately • Provide outstanding customer service at all times to guest and possible future guests
Hotel ChocolatSenior Sales Associate
Oct. 2009 - Mar. 2010• Sales and customer service of luxury chocolates
• Actively contribute to establishing one of the first US retail locations for British cocoa grower and chocolatier
• Participate in and lead initiatives to improve sales, profitability, customer experience, risk management, brand optimization and staff development
• Assume full responsibility for managing the retail store’s operation from time to time
Mandarin Oriental Hotel GroupHousekeeping Supervisor
Sep. 2008 - Mar. 2010• Supervise, direct, and assure the completion of all housekeeping tasks assigned to Room Attendants and Housepersons through monitoring and training
• Inspection of all assigned guestrooms, occupied and vacant • Ensure cleaning, special requests for VIP's, early arrivals and other guest requests are completed accurately and on time
• Quality control of guestrooms and public areas • On turndown shift inspect VIP turndown, random turn downs, and early arrivals for the following morning • Ensure total customer satisfaction from arrival to departure in accordance to guest rooms and public areas standards
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