Rabbun Ishmam Haider
Los Angeles,CA
Summary
Customer-focused professional with 3+ years of experience in hospitality and IT support, specializing in guest experience, customer feedback management, and service improvement. Proven ability to analyze customer data, generate reports, and support customer experience programs to enhance satisfaction and operational efficiency. Experienced in system troubleshooting, technical support, and working with customer management and reservation systems. Strong background in cross functional coordination, onboarding and training, and delivering solutions in fast-paced environments. Proficient in Microsoft Office and data driven decision making.
Overview
8
8
years of professional experience
Work History
IT Support Consultant
UCLA SEASnet Computing Facility
Los Angeles, California
11.2022 - Current
- Resolved technical issues for students and faculty, enhancing user experience. Supported operations in five computer labs, improving student access to technology. Maintained office equipment and contributed to a tidy and organized environment.
- Diagnosed and resolved issues on over 200 computers and associated equipment, effectively reducing lab downtime.
Front Desk Agent
Best Western Hollywood Plaza Inn
Hollywood, CA
10.2023 - Current
- Serve as primary point of contact for guest experience, handling inquiries, feedback, and issue resolution in a high-volume hospitality environment.
- Support customer experience initiatives by collecting, documenting, and responding to guest feedback to improve service quality.
- Utilize hotel management systems to manage reservations, guest profiles, and service requests with strong attention to detail
- Assist in onboarding and training new employees on front desk procedures, systems, and customer service standards
- Coordinate with cross-functional teams (housekeeping, maintenance, management) to ensure consistent service delivery.
- Maintain accurate daily reports, logs, and documentation to support operational and customer experience tracking
Web Application Developer
Nite Inn Hotel
Los Angeles
06.2022 - 11.2023
- Developed and maintained hotel website and booking interfaces, ensuring accurate guest-facing information and seamless user experience.
- Supported customer experience programs by optimizing online booking flow and improving customer journey across digital platforms.
- Analyzed website traffic and user interaction data to identify trends and improve engagement and conversion rates.
- Collaborated with management and stakeholders to implement updates aligned with business and customer experience goals.
- Troubleshot system issues related to reservations, website functionality, and integrations with booking platforms.
- Contributed to process improvements that enhanced system efficiency, data accuracy, and overall customer satisfaction
Assistant Store Manager
Big 5 Sporting Goods
Los Angeles, California
09.2018 - 01.2022
- Led daily operations and supervised a team of 20+ employees while maintaining strong customer service standards
- Resolved customer concerns and escalations efficiently, ensuring positive customer outcomes
- Managed reporting, cash handling, and operational processes with high accuracy
- Trained and onboarded new employees on customer service practices and store systems
- Improved team performance through communication, leadership, and process coordination
Education
Bachelor of Science - Computer Science & Engineering
University of California, Los Angeles (UCLA)
Los Angeles, CA06-2026
Associate of Science - Mathematics and Physics
Los Angeles City College
Los Angeles, CA06-2022
Skills
- JavaScript HTML CSS TypeScript SQL Python
- Reactjs Nodejs Nextjs Git/GitHub Firebase MySQL PostgreSQL MongoDB
Programming & Web Technologies:
Systems & Tools:
- Customer Experience Programs Customer Feedback Management Survey Platforms CRM & Reservation Systems Data Analysis Reporting & Documentation Dashboard Reporting
- Microsoft Excel Microsoft Word Microsoft Outlook Microsoft Office Suite Google Sheets Google Workspace
Customer Experience & Data Tools:
Microsoft & Productivity Tools:
Timeline
Front Desk Agent
Best Western Hollywood Plaza Inn
10.2023 - Current
IT Support Consultant
UCLA SEASnet Computing Facility
11.2022 - Current
Web Application Developer
Nite Inn Hotel
06.2022 - 11.2023
Assistant Store Manager
Big 5 Sporting Goods
09.2018 - 01.2022
Bachelor of Science - Computer Science & Engineering
University of California, Los Angeles (UCLA)
Associate of Science - Mathematics and Physics
Los Angeles City College