Amalia Buckmire

Customer success and operations leader with 10+ years directing large-scale service delivery and guest services teams across high-volume environments. Experienced managing 100+ customer-facing associates, consistently delivering 95%+ satisfaction benchmarks through structured service cadences. Proven background driving budget management and operational efficiency, partnering with Finance to lower overhead while sustaining high service quality.

Skilled in establishing performance coaching, continuous quality compliance, and data-driven feedback systems to improve operational consistency.

Director Of Rooms - Marriott International - Miami, FL

(2026-05 - 2026-08)

• Directed service operations strategy for a high-volume organization, leading a 100+-person team with full accountability for guest services quality and retention outcomes.
• Sustained 95%+ CSAT and NPS benchmarks by proactively identifying risk signals, resolving friction points, and driving consistent delivery of customer outcomes at scale.
• Designed and launched a structured onboarding program that increased team productivity 15% and reduced customer friction 20%, enhancing service delivery.
• Partnered with Finance to optimize resource allocation, reducing overhead 10% while maintaining high retention standards and service quality.
• Implemented customer health scoring and retention frameworks that improved satisfaction scores 15%, strengthening loyalty signals and renewal intent.
• Elevated team productivity 25% through performance coaching, individualized development plans, and KPI-aligned accountability structures.
• Established structured review cadences to improve operational consistency and staff accountability across a 100+-person team.

Senior Rooms Operations Manager - Marriott Gateway Complex - Atlanta, GA

(2019-12 - 2026-05)

• Directed multi-property service operations, leading a 75+-person customer-facing team with complete accountability for satisfaction, retention, and operational alignment.
• Achieved 10% efficiency gain by applying data-driven analysis to streamline workflows, eliminate bottlenecks, and improve customer health outcomes.
• Maintained 100% compliance across all internal quality frameworks through structured training, performance audits, and accountability systems.
• Introduced proactive service and outreach techniques that increased positive customer feedback 7%, improving NPS and loyalty metrics.
• Reduced departmental costs 12% through strategic budget management and resource optimization.
• Partnered with Talent Acquisition to build and onboard high-performing CS staff, ensuring full readiness and coverage during peak demand cycles.

Director of Services - Marriott Atlanta Airport - Atlanta, GA

(2015-06 - 2019-12)

• Managed frontline customer success operations with a focus on retention outcomes, revenue impact, and team capability development.
• Drove 15% year-over-year revenue expansion through cross-functional collaboration and customer-centered service enhancements.
• Built 2 structured onboarding and coaching programs that improved team performance and strengthened adherence to SOP compliance protocols.
• Analyzed customer feedback trends and executed monthly outreach cadences, improving service retention and satisfaction ratings.

Master - Information Technology - American InterContinental University

Bachelor - Computer Information Systems - DeVry University