ASHLEIGH VAN WYK
CS Quality Advisor
Zaandam
Summary
Quality Advisor and Senior Customer Service Specialist with proven expertise at Booking.com in quality evaluation, coaching, and process improvement. Skilled in driving change adoption through data analysis, stakeholder collaboration, and targeted training initiatives. Adept at empathy-driven communication, problem-solving, and managing complex cases. Experienced in contributing to strategic projects and continuous improvement programs. Strong background in guiding teams, influencing behaviors, and fostering consistent service quality.
Overview
9
9
years of professional experience
Work History
CS Quality Advisor (12 Month Caretaker Role)
Booking.com
06.2024 - Current
- Collaborated with the Global Quality Team on a KYP & Partner Card Deep Dive: analyzed root causes of increased inbound to LPS, participated in follow-up feedback sessions, and recommended improvements to guidelines and resources to reduce inbound and empower CSP agents.
- Participated in a Partner DSAT Deep Dive (Guest Reviews & Payouts): identified agent improvement areas, co-developed CSAT-focused training with L&D, and delivered sessions to floor support teams to drive measurable quality improvements.
- Designed and executed an enhanced Floor Support plan, supporting CSP Team Leaders and their specialists on quality-related topics: introduced and facilitated quarterly calibration activities to improve understanding of evaluation criteria and expectations, and reinforced guideline knowledge and soft skills through ongoing learning initiatives.
- Conducted monthly quality evaluations for CSP agents, applying in-depth knowledge of guidelines, processes, evaluation criteria, and soft skills to ensure fair, consistent, and actionable feedback.
- Tracked and analyzed the quality data of CSP Floor Support teams over time, using insights to recommend focus areas, organize training refreshers, and provide practical guidance to CSP agents and team leads.
- Leveraged previous experience as a CSP and CSP Senior to contribute to the ideation and planning phase of the Customer Service support model for High-Value Partners (HVP), helping shape a strategy aligned with partner needs and operational excellence.
Customer Service Partner Senior Specialist
Booking.com
05.2023 - 05.2024
- Guided CSP Agents and Local Partner Services on relevant guidelines, how to use the Extranet, how to find applicable information from available resources.
- Coached on de-escalation and handled complex, unusual cases with thorough guideline knowledge.
- Managed Executive Complaints and Mass Issues with root-cause analysis and solution-focused approaches.
- Collaborated with various departments in order to reach complaint resolution.
- Provided written feedback to ELT and other stakeholders on escalated cases.
- Researched and escalated bug reports.
- Actively participated in team-led initiatives (e.g., Shadowing Program, Growth Focus Group, and as a Quality Ambassador), championing continuous improvement and knowledge-sharing across teams.
Customer Service Partner Specialist
Booking.com
09.2022 - 05.2023
- Listened actively to Partners, addressed concerns, and escalated major issues to relevant teams.
- Offered tailored advice and assistance, resolving complaints by identifying root causes.
- Managed expectations empathetically.
- Participated in department projects, such as shadowing, demonstrating an ability to work collaboratively and effectively.
High School English Teacher
The Settlers High School
01.2017 - 03.2022
- Delivered engaging English lessons, developed curriculum, and assessed student progress.
- Supported struggling students by providing one-on-one tutoring sessions and personalized learning plans.
- Evaluated student work fairly and consistently, offering detailed feedback to guide future improvement efforts.
- Developed strong relationships with parents and guardians, collaborating on strategies to enhance student success at home and in the classroom.
High School English Teacher
J.G Meiring High School
03.2016 - 12.2016
Education
Bachelor of Education Honours - Curriculum Studies; Language And Literacy
University of Cape Town
Cape Town, South Africa 01.2018 - 2019.11
Postgraduate Certificate in Education (PGCE) - English; Life Orientation
University of Cape Town
Cape Town, South Africa 01.2015 - 2015.11
Bachelor of Arts - English Literature; Psychology
University of Cape Town
Cape Town, South Africa 01.2009 - 2011.11
High School Diploma -
Fairmont High School
Durbanville, South Africa 01.2004 - 2008.11
Referees
Itay Kirzner
Position: Learning & Quality Manager
Email: itay.kirzner@booking.com
Anne Vincent
Position: CSP Senior Team Leader
Email: anne.vincent@booking.com
Timeline
CS Quality Advisor (12 Month Caretaker Role)
Booking.com
06.2024 - Current
Customer Service Partner Senior Specialist
Booking.com
05.2023 - 05.2024
Customer Service Partner Specialist
Booking.com
09.2022 - 05.2023
Bachelor of Education Honours - Curriculum Studies; Language And Literacy
University of Cape Town
01.2018 - 2019.11
High School English Teacher
The Settlers High School
01.2017 - 03.2022
High School English Teacher
J.G Meiring High School
03.2016 - 12.2016
Postgraduate Certificate in Education (PGCE) - English; Life Orientation
University of Cape Town
01.2015 - 2015.11
Bachelor of Arts - English Literature; Psychology
University of Cape Town
01.2009 - 2011.11
High School Diploma -
Fairmont High School
01.2004 - 2008.11
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