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    "summary": "Operations, IT, and customer service professional with 13+ years of experience in leadership, technical support, and customer relations. Skilled in troubleshooting, business systems, employee development, and process improvement. Currently pursuing a B.S. in Information Technology.",
    "location": "Columbus, Ohio 43227",
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      "company": "Sonesta Simply Suites Columbus Airport",
      "position": "Assistant General Manager",
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        "Oversee daily operations for a 122-room extended-stay hotel, ensuring smooth front desk, reservations, billing, and guest services",
        "Lead and support a 10-person team across Front Desk, Overnight On-Call, and Housekeeping, focusing on coaching, morale, and consistent service delivery",
        "Manage room inventory, reservations, billing, and guest accounts using OPERA Cloud PMS while streamlining operational workflows to improve efficiency",
        "Coordinate scheduling, onboarding, and training across three teams to maintain coverage and help staff ramp quickly",
        "Handle escalated guest concerns, billing disputes, and service recovery with empathy to restore satisfaction",
        "Support revenue optimization, reporting, audits, cash handling, and compliance-related administrative tasks"
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    {
      "company": "Aptive Environmental LLC",
      "position": "Field Support",
      "startDate": "2021-04",
      "endDate": "2025-02",
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        "Coordinated scheduling, territory logistics, service professionals, and customer communications across multiple U.S. service markets",
        "Maintained a 95% average QA score in May 2024, including multiple 100% evaluations on call and alert reviews",
        "Handled 68 documented voice interactions during a two-week May 2024 period, resolving scheduling, technician, billing, and service questions",
        "Managed field-support alerts and maintained zero overdue alerts and zero pending tasks in an August 2024 performance report"
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      "startDate": "2014-08",
      "endDate": "2021-04",
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        "Provided customer and technical support across multiple computer applications, resolving account and service issues with attention to detail",
        "Achieved 98% data-entry accuracy while meeting customer documentation requirements",
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