Andressa D.

I help businesses understand what isn’t working, why it’s happening, what to improve, and how to prevent the same problems from happening again. My work combines business operations, strategy, systems and customer experience. I’m particularly good at stepping into an existing business or process, quickly understanding how the pieces fit together, identifying gaps, friction and opportunities, and turning what I find into practical improvements. I’m not a specialist in just one tool or one type of task. I’m strongest when the problem is a little messy and someone needs to step back, connect the dots and figure out what actually needs to change. Depending on the project, that can mean: - Auditing operations, workflows or systems to identify bottlenecks, gaps and opportunities - Researching markets, competitors, customers or experiences and turning findings into actionable recommendations - Analysing customer or guest journeys, communication and service experiences - Reviewing CRM setups, reports and operational systems to understand what is working, what isn’t, and why - Redesigning processes and operational structures to make them clearer, more efficient and easier to maintain - Building the practical pieces needed to implement the solution, from dashboards and workflows to listings, SOPs and operational systems My background gives me a particularly strong perspective on hospitality, travel, short-term rentals and creative, customer-focused businesses. I’ve worked across multi-property hotel operations, OTA distribution, revenue and pricing, customer support systems, research and operational improvement, including: - Operations across 40+ aparthotel properties in multiple European markets - Workflow and process optimization, including bottleneck identification and improving handoffs - Customer experience and quality audits - Competitor, market and customer research - CRM and support operations using Freshdesk, Freshsales and Zendesk - Revenue and pricing operations using IDeaS, as well as OTA and distribution systems such as Viator and Bókun - Operational systems including Booking. com, Expedia, SiteMinder and Oracle OPERA Cloud - Process design, SOPs and operational documentation One thing that consistently describes how I work: I like to understand before I change. I ask questions, investigate, test assumptions, look for patterns and make sure I understand the problem behind the problem. Once the picture is clear, I focus on the changes that will actually make a difference, rather than adding complexity for the sake of it. I’m comfortable working independently, learning unfamiliar systems quickly and taking ownership of ambiguous problems. I also care about making sure improvements are sustainable, not dependent on one person remembering how something works. If you’re looking for someone to simply execute a list of tasks, I may not be the best fit. But if you need someone to step into a complicated situation, make sense of it, identify what matters and help build a better way forward, I’d love to hear about your project.