SHARON SAMSON
Summary
Excellent in managing user relationships by communicating with the Product Experts and with the stakeholders. Execute the scaled support strategy for Product Experts, as well as handling the communication to and from the engineering and product development team. A highly competent professional with 7+ years of experience in customer service and community management and operations. Empowering individuals to execute and deliver results on initiatives that drive goals while mitigating risks.
Overview
12
12
years of professional experience
Work history
Front Desk Agent
Jumeirah Carlton Tower
London , United Kingdom
2025.05 - 2026.04
- Facilitated warm and professional welcomes for guests in luxury hospitality settings.
- Assisted with high volumes of guest interactions, including arrivals, departures, and inquiries.
- Supported guests with requests, complaints, and special preferences to foster memorable experiences
- Collaborated with various departments to help ensure smooth guest flow and service delivery.
- Engaged in excellent communication with international guests to maintain professional interactions.
- Engaged in excellent communication with international guests to maintain professional interactions.
- Helped manage bookings, reservations, and guest profiles with attention to detail
- Adapted quickly to guest needs to provide high-quality service during busy periods.
- Built rapport with guests to support customer satisfaction and encourage repeat business.
Community Manager
Google Operations Center
Hyderabad, Telangana
2020.09
- Executed support strategies for Product Experts, as well as managing the English Community operations in Google Education products
- Built relationships with community contributors to provide a delightful self-help experience and support
- Developed Product Expert care and technical expertise and helped in troubleshooting community experts’ escalations and issues qualifying for direct support
- Proactively monitoring communities to identify trending issues or threads suitable for direct support
- Collaborating with PM/PSM for product features and development to enhance user experience
- Building weekly and monthly business reports to analyze trends and user issues and work with PSM/PM to solve them
- Spearheaded the launch of a private forum for smoother inflow of escalations
- Directly helped in developing/improving Google education products
Kitchen Assistant (Part time)
Aramark Carlton Jumeriah
Greater London
2024.08 - 2026.04
- Assisted in food preparation and cooking processes, resulting in 5% increase in kitchen efficiency during peak hours.
- Maintained cleanliness and organization of kitchen areas, which contributed to a 2% reduction in health code violations and improved overall safety ratings.
- Supported the execution of 150 daily meal services by managing inventory and ensuring timely restocking of ingredients, enhancing service flow.
- Streamlined dishwashing processes, achieving a 10-minute reduction in turnaround time for clean dishes, supporting the kitchen’s fast-paced demands.
Community Operations Specialist
Uber
Hyderabad, Telangana
2019.08 - 2020.05
- Swiftly identified customer problems while solving queries so as to provide best customer experience
- Adept at working under pressure and soundly making decisions for user problems
- Excellent at handling escalations and working under pressure
- Built sustainable relationships of trust with the customers and stakeholders through open and interactive communication
- Built and improved Community Operations with a heavy focus on solving problems and leading teams to deliver stellar outcomes
- Contributed in process improvement by advocating passionately on behalf of the community to influence the overall customer experience
Customer Service Associate
Amazon Development Centre Private Limited
2017.02 - 2019.07
- Worked with customers on email and phone channels
- Liaised with other departments as required to resolve customer issues and questions as an excellent team player
- Demonstrated the ability to recognize and identify system, process and policy issues
Welcom Lead
ITC hotels
Hyderabad, Telangana
2015.01 - 2017.01
- Handled all cash transactions accurately and securely.
- Resolved conflicts between staff members in a timely and professional manner.
- Coordinated with other departments to ensure smooth operations.
- Responded to guest inquiries and requests in a timely manner.
- Established and maintained effective working relationships with guests and colleagues.
- Maintained and updated records of guest preferences, feedback, and requests.
- Monitored and reconciled daily revenue and cash deposits.
- Administered and monitored daily shift operations.
- Ensured the highest standards of cleanliness and safety in the front office.
- Oversaw the check-in and check-out processes for guests.
- Enhanced guest satisfaction by [percentage]% through personalized service and proactive problem-solving techniques, aligning with ITC Hotels' commitment to exceptional hospitality.
- Led a high-performing team of [number] front desk staff, achieving a [number]% increase in efficient check-in/check-out processes that elevated guest experiences.
- Implemented innovative guest feedback systems that resulted in a [number]% rise in positive reviews, bolstering ITC Hotels' reputation for excellence in service.
- Coordinated training programs for [number] new hires focusing on critical customer service skills, resulting in reduced onboarding time and increased team productivity.
- Developed strategic partnerships with local businesses, increasing referral bookings by [number]% and enhancing the hotel's community presence and brand visibility.
Business Development Associate
Kapil IT Solutions
Hyderabad, Telangana
2014.07 - 2015.07
- Worked with customers on email and phone channels
- Strictly followed deadlines and helped in user's medical needs by timely refilling the prescriptions
- Provided accurate, valid and complete information by using the right methods/tools
- Ensuring successful area performance, through tracking, reporting, verifying process compliance and feedback
Education
Post Graduation : Masters - Business Administration
Middlesex University
LondonBachelor - Tourism studies
Indira Gandhi National Open University
Hyderabad, TelanganaCommerce - undefined
St. Francis Junior College
Hyderabad, TelanganaSecondary School - undefined
St. Anne’s High School
Hyderabad, TelanganaSkills
- Google education products
- Project Management
- Food service
- Salesforce
- Communication skills
- Stakeholder Management
- Customer Service
- Content Moderation
- Hospitality Experience
EXTRA_CURRICULAR_ACTIVITIES
Part of CSR activities by volunteering at Amazon sponsored old age homes and orphanages Part of Teach India program from 2016-2018 as an English teacher for local schools Volunteered at Robin Hood army to feed the destitute people Part of dance crew for the college during intercollegiate fests Part of debate team at school for interschool competition Part of the school's sprinting and gymnastic team Part of CSR activities by volunteering at Amazon sponsored old age homes and orphanages Part of Teach India program from 2016-2018 as an English teacher for local schools Volunteered at Robin Hood army to feed the destitute people Part of dance crew for the college during intercollegiate fests Part of debate team at school for interschool competition Part of the school's sprinting and gymnastic team
Timeline
Front Desk Agent
Jumeirah Carlton Tower
2025.05 - 2026.04
Kitchen Assistant (Part time)
Aramark Carlton Jumeriah
2024.08 - 2026.04
Community Manager
Google Operations Center
2020.09
Community Operations Specialist
Uber
2019.08 - 2020.05
Customer Service Associate
Amazon Development Centre Private Limited
2017.02 - 2019.07
Welcom Lead
ITC hotels
2015.01 - 2017.01
Business Development Associate
Kapil IT Solutions
2014.07 - 2015.07
Bachelor - Tourism studies
Indira Gandhi National Open University
Commerce - undefined
St. Francis Junior College
Secondary School - undefined
St. Anne’s High School
Post Graduation : Masters - Business Administration
Middlesex University