Mouna HAMMOUMI

Quality Assurance Analyst

Accenture Technology Solutions Sdn Bhd

Delivered data-driven quality analysis across a 250-person operational environment, auditing results against service-level agreements and maintaining an average team quality score of 94%. Conducted root-cause analysis on performance and quality gaps, improving process efficiency by 18%.

Quality AssuranceSLA AuditingRoot Cause AnalysisKPI ReportingData AnalysisMarket IntelligenceCalibration SessionsPolicy Compliance

Trainer

Accenture Technology Solutions Sdn Bhd

Designed and delivered structured onboarding and training programs, accelerating time to productivity for new-hire cohorts by 25%. Monitored trainee performance data and provided targeted coaching to support transition to live operations.

TrainingOnboardingCoachingPerformance MonitoringTraining Materials DevelopmentCross Functional Collaboration

Trust and Safety Analyst

Accenture Technology Solutions Sdn Bhd

Evaluated complex, high-risk cases against service-level agreements and policy updates, consistently exceeding individual productivity targets by 15%. Identified operational bottlenecks and escalated critical issues to cross-functional stakeholders for timely resolution.

Trust and SafetyPolicy ComplianceRisk MitigationEscalation ManagementProblem SolvingData Driven Decision Making

Assistant Reservation Manager

Managed reservations across a 477-room property, using consultative communication and product knowledge to increase direct-booking conversion by 15%. Oversaw corporate rate strategy, inventory allocation, and guest profiles in Opera PMS, maintaining 98% data accuracy.

ReservationsOpera PMSRevenue OptimizationGuest RelationsMultilingual SupportData Analysis

Market Operations & Content Optimization Specialist

Optimized hotel content, amenities, and room descriptions across digital distribution channels for EMEA markets, improving marketplace visibility and traveler conversion. Managed partner and customer communications for high-value portfolios, resolving escalated inquiries with a focus on retention.

Content OptimizationDigital DistributionPartnership ManagementCustomer EngagementMentorshipMarket Analysis

Reservation Agent

Managed room sales and reservation changes in coordination with the Sales team, supporting booking production and revenue growth. Analyzed booking trends and guest preferences, translating data into recommendations for management.

ReservationsSales CoordinationData AnalysisGuest Relations

Front Desk Agent

Managed guest check-in and check-out while maintaining high customer-service and quality standards. Resolved guest issues and coordinated with hotel departments to support smooth daily operations and guest satisfaction.

Front Desk OperationsCustomer ServiceIssue ResolutionTransaction Processing