Cody Luebke

Case Resolution Specialist

Marriott International

Resolves complex escalated guest concerns involving loyalty benefits, reservations, billing disputes, and service failures. Partners with cross-functional teams to improve operational processes and conducts root-cause analysis.

SalesforceServiceNowNICE CXOneMARSHAEmpowerIMSPasskeyPeoplesoftOmnichannelExcelOutlookMicrosoft TeamsMicrosoft WordCopilotRoot Cause AnalysisProcess ImprovementPolicy InterpretationDocumentationQuality Review

Direct Support Professional

Provided person-centered overnight support while promoting dignity, safety, and independence. Maintained accurate records and responded calmly to urgent needs.

Record keepingConfidentialityComplianceCrisis ResponsePerson centred care

Assist Team

Marriott International

Guided frontline associates through complex guest issues, policy interpretation, and system navigation. Managed Omni Channel email requests and supported operational projects including merger integration.

MARSHAOmnichannelPolicy InterpretationMentorshipProject SupportCustomer Service

Progressive Loyalty and Reservations Roles

Marriott International

Advanced through Sales & Service, elite loyalty support, Platinum Premier service, and an Alpha lead role. Supported high-tier loyalty members with reservations, account research, and service recovery.

ReservationsLoyalty program supportAccount ResearchService RecoveryCustomer ServiceConfidentiality

Assistant Manager / Keyholder / Sales Associate

Supported sales, operations, recruiting, onboarding, coaching, scheduling, payroll, cash controls, and inventory. Progressed through increasing responsibility based on customer service and operational leadership.

SalesOperationsRecruitmentOnboardingCoachingSchedulingPayrollCash ControlsInventory ManagementCustomer Service