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Anthony S. — Senior Operations and Technology Consultant from United States

Anthony S.

Senior Operations and Technology Consultant

United States 3-6 years
Open to offersNew to Platform
Languages
EnglishTagalogFilipino
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About

Anthony S. is a seasoned Operations, Technology, and Customer Experience professional with over 17 years of experience in global hotel and corporate tech industries. Demonstrating expertise in aligning business needs with the appropriate technology, he has managed large corporate websites and guided startup hotel owners in setting up customer service and loyalty systems. At InterContinental Hotels Group, he excelled as an Intranet Specialist, managing enterprise intranet platforms, leading WordPress-to-Liferay migrations, and supporting global remote work through digital solutions. As a Hospitality Strategy Consultant, Anthony enhances guest satisfaction by crafting CRM strategies and loyalty programs. His proficiency in HTML, CSS, JavaScript, and Google Analytics underscores his ability to optimize digital platforms for improved user experience. Known for his leadership, he has also served as National Team Leader for Social Media and Web Development at ARANGKADA Riders Alliance, where he led nationwide digital initiatives. Anthony holds a Bachelor of Science in Electronics and Communications Engineering from Colegio de Dagupan.

Experience

  • Intranet Specialist

    InterContinental Hotels Group · 2018 — 2026
    Oversaw enterprise intranet platforms that support global users and business operations. Led initiatives for the migration from WordPress to Liferay while maintaining content integrity. Collaborated with developers and stakeholders to enhance platform performance and user experience. Provided technical support, troubleshooting, and guidance on digital adoption. Facilitated global remote work through digital collaboration solutions, applying HTML, CSS, JavaScript, and Google Analytics to enhance platform features.

  • Customer Support & Order Management Specialist

    FreshTrends Jewelry · 2024 — 2025
    Provided cross-platform support using Gorgias, ensuring high-quality assistance for inquiries related to luxury body jewelry. Managed operations in Shopify to process order edits, replacements, and verify sizing or material requests. Engaged with social audiences on Facebook and Instagram to safeguard brand reputation and foster customer loyalty. Collaborated with internal teams to connect customer feedback with product availability and fulfillment schedules.

  • Hospitality Strategy Consultant

    Self-Employed/Part-Time · 2023 — Present
    Developed customer relationship management (CRM) strategies and guest retention playbooks for startup hotel owners, focusing on maximizing repeat bookings. Created guest journey maps and standard operating procedures (SOPs) to ensure high service quality and consistency. Designed loyalty program frameworks that drove customer lifetime value and brand advocacy through digital platforms. Offered advice to stakeholders on operational workflows, integrating guest relations with digital tools to streamline reservations.

  • Customer Support & Order Management Specialist

    PrintedKicks · 2020 — 2022
    Addressed customer inquiries through Gorgias while maintaining brand integrity and ensuring a high first-response rate. Managed the complete order lifecycle within Shopify, including returns, exchanges, and custom orders. Acted as the brand voice on Facebook and Instagram, transforming complaints into positive impressions. Worked with stakeholders and fulfillment teams to resolve delivery issues and enhance product quality.

  • Social Media Customer Care Specialist

    InterContinental Hotels Group · 2012 — 2018
    Contributed as a founding member of the social media customer care operations at IHG. Managed customer engagement and brand reputation on major social media channels. Analyzed customer sentiment and escalated urgent issues to relevant business teams. Participated in initiatives aimed at improving processes and optimizing customer satisfaction.

  • Reservations Specialist

    InterContinental Hotels Group · 2008 — 2012
    Provided reservation support for a global portfolio of hotels. Regularly exceeded targets related to service, quality, and customer satisfaction. Gained expertise in hospitality operations, loyalty programs, and guest relations.

  • Customer Service Representative

    Sitel Philippines / Green Dot Corporation · 2008 — 2008
    Delivered support for banking and debit-card inquiries from U.S.-based customers. Recognized as a top-performing agent through exceptional service delivery and effective problem resolution.