ASHLEIGH VAN WYK
CUSTOMER SERVICE PARTNER SENIOR SPECIALIST
Zaandam
Summary
Experienced Customer Service Partner Specialist and former Quality Advisor, with a proven track record in stakeholder management, data-driven decision making, cross-functional collaboration, and a people-first communication style that engages commercial teams and supports continuous growth.
Overview
10
10
years of professional experience
Work History
Customer Service Partner Senior Specialist
Booking.com
07.2025 - Current
- Investigate and resolve complex partner issues, including payment discrepancies, reservation modifications, and technical problem escalation, acting as a subject matter expert on case reviews and process compliance.
- Collaborate directly with Account Managers, Commercial Teams, and Product Teams to clarify and resolve partner issues quickly, including mass issues, system errors, and urgent account escalations.
- Serve as a decision authority on edge cases, offering recommendations and final decisions for matters requiring senior oversight or where existing procedures may not provide clear routes.
Customer Service Quality Advisor (Caretaker Role)
Booking.com
06.2024 - 06.2025
- Partnered with the Global Quality team on a deep dive aiming to reduce case volume by identifying root causes of increased inbound. Proposed actionable improvements to guidelines and knowledge resources, resulting in more efficient handling of customer queries and improved agent autonomy.
- Collaborated with Learning & Development to address customer dissatisfaction related to review and payout processes. Co-developed and delivered targeted training to support teams, leading to measurable improvements in CSAT and agent confidence.
- Designed and rolled out a scalable floor support model for team leaders and their agents, incorporating regular calibration sessions, continuous learning initiatives, and a structured approach to quality coaching. This initiative enhanced team alignment and elevated support consistency.
- Completed monthly quality evaluations for support agents, combining in-depth process knowledge with soft skills coaching to deliver fair, consistent, and growth-oriented feedback across multiple performance metrics.
- Used quality performance data to monitor trends and pinpoint development needs within support teams. Provided practical, data-backed coaching recommendations and coordinated refresher training to improve overall service delivery.
- Contributed to the strategic design of a new customer service support model for high-value clients, leveraging previous front-line and senior experience to ensure the approach met operational goals and evolving customer expectations.
Customer Service Partner Senior Specialist
Booking.com
05.2023 - 05.2024
- Guided Customer Service Agents and Account Managers 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 the Executive Leadership team and other stakeholders on escalated cases.
- Researched and escalated bug reports.
- Actively participated in team-led initiatives (e.g., Shadowing Program, Growth Focus Group, Quality Ambassador), championing continuous improvement and knowledge-sharing across teams.
Customer Service Partner Specialist
Booking.com
09.2022 - 05.2023
- Listened actively to Accommodation 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
- Developed and designed a comprehensive English curriculum and instructional materials, which were adopted and utilized by all teaching staff and students to ensure consistent, high-quality learning experiences across grade levels
- Delivered engaging English lessons, 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 Africa2019
Postgraduate Certificate in Education (PGCE) - English; Life Orientation
University of Cape Town
Cape Town, South Africa2015
Bachelor of Arts - English Literature; Psychology
University of Cape Town
Cape Town, South Africa2011
High School Diploma -
Fairmont High School
Cape Town, South Africa2008
Skills
- Communication Skills
- Stakeholder Management & Collaboration
- Continuous Learning & Knowledge Sharing
- Training Design & Facilitation
- Problem Solving & Process Optimization
- Adaptability and flexibility
Referees
Itay Kirzner
Position: Learning & Quality Manager (Booking.com)
Email: itay.kirzner@booking.com
Regina Lalement
Position: Customer Service Team Leader (Booking.com)
Email: regina.lalement@booking.com
Louisa Hall
Position: Principal (The Settlers High School)
Email: hl@settlers.org.za
Timeline
Customer Service Partner Senior Specialist
Booking.com
07.2025 - Current
Customer Service Quality Advisor (Caretaker Role)
Booking.com
06.2024 - 06.2025
Customer Service Partner Senior Specialist
Booking.com
05.2023 - 05.2024
Customer Service Partner Specialist
Booking.com
09.2022 - 05.2023
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
Bachelor of Education Honours - Curriculum Studies; Language And Literacy
University of Cape Town
Postgraduate Certificate in Education (PGCE) - English; Life Orientation
University of Cape Town
Bachelor of Arts - English Literature; Psychology
University of Cape Town
High School Diploma -
Fairmont High School
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