TIMOTHY SURYA

• Managing daily support tasks related to the GDS platform, PMS connectivity, online payment systems, price monitoring (competitive set), website CMS, metasearch & digital marketing, hotel website booking engine, and channel manager.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.

( Creating back office and parameters specifically for the products/tools that the Hotel purchased )

• Conducting online training for hoteliers on the products and tools they have purchased.
• Developed and maintained existing client relationship and developed new client relationships.
• Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
• Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
• Implemented client feedback loops to inform product enhancements and better meet customer needs.
• Managed escalations effectively, resolving complex issues and preventing future occurrences.
• Conduct L1 and advanced L1 investigations for all support cases across all products and manage escalations to the appropriate departments as needed
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
• Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.

• Managing daily support tasks for the GDS platform, PMS connectivity, online payment system, price monitoring (competitive set), website CMS, metasearch and digital marketing, hotel website booking engine, and channel manager.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.

( Creating back office and parameters specifically for the products/tools that the Hotel purchased )

• Conducting online training for hoteliers on the products and tools they have purchased.
• Developed and maintained existing client relationship and developed new client relationships.
• Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
• Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
• Implemented client feedback loops to inform product enhancements and better meet customer needs.
• Managed escalations effectively, resolving complex issues and preventing future occurrences.
• Conduct L1 and advanced L1 investigations for all support cases across all products and manage escalations to the appropriate departments as needed

• Managing daily support tasks related to the GDS platform, PMS connectivity, online payment system, price monitoring (competitive set), website CMS, metasearch and digital marketing, hotel website booking engine, and channel manager.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.

( Creating back office and parameters specifically for the products/tools that the Hotel purchased )

• Providing online training to hoteliers on the products and tools they have purchased.
• Developed and maintained existing client relationship and developed new client relationships.
• Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.

• Managing daily support tasks related to the GDS platform, hotel website booking engine, and channel manager.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.

( Creating back office and parameters specifically for the products/tools that the Hotel purchased )

• Providing online training to hoteliers based on the products and tools they have purchased.
• Developed and maintained existing client relationship and developed new client relationships.

• Managing daily support tasks related to the GDS platform, hotel website booking engine, and channel manager.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.

( Creating back office and parameters specifically for the products/tools that the Hotel purchased )

• Providing online training to hoteliers based on the products and tools they have purchased.