2014 - 2020
Expedia
Expedia is a well-known online travel agency and a global platform that offers a wide range of travel services through its website and mobile app.
My journey there spanned diverse roles — from Customer Support to Technical Solutions Analyst (where I developed strong research and solution design skills in a tech-driven environment), and eventually Key Account Manager, working closely with hotel partners to drive performance and growth.
Main achievements 💪
🔶 Team member with the highest relocation count and
"Save the Sale" score.
🔶 Responsible for implementation and optimization of
the new relocation software.
🔶 Reaching 100% of quality score in our internal
audits.
🔶 Contributing to the team's Process Improvement
Committee.
🔶 Successfully managing key and strategic accounts in
the EMEA and LATAM regions.
Channel Manager Errors ⚠️
Challenge
Reduce the critical errors from Channel Managers.
With ‘critical’ we mean those errors which impact
the revenue as availability and rates errors or access
denied.
Define & Ideation
- Pulling out a fresh report in SQL every morning.
- Contacting hotels proactively before they spot the
issue. - Informing how to troubleshoot the issue.
Outcome
The number of errors was dropping
constantly.
Side by Side 🧑🏫
Challenge
Training non-technical audiences to perform technical
troubleshooting.
Define & Ideation
- Interviewing and brainstorming.
- Documentation analysis and workshop facilitation.
Outcome
- Reduce the volume of cases/work for the Technical
Team. - Speed up the "first case resolution".
- Making market operations more technical-savy.
