Barcelona, Catalonia, Spain
Experienced in managing international payroll operations and delivering exceptional client service. I act as the main point of contact for a portfolio of global clients—ensuring accurate, on-time payroll delivery and seamless communication across internal teams and partners. With a strong foundation in client relationship management, process improvement, and cross-cultural collaboration, I thrive in fast-paced environments where precision and client satisfaction are key. My passion is identifying inefficiencies in systems and processes and making them more efficient, solving complex problems, driving operational excellence, and building long-term partnerships.
As a Client Account Manager, I serve as the key liaison between our global clients and internal teams to ensure the accurate and timely delivery of international payroll. My focus is on client satisfaction, process efficiency, and quality control—managing all critical steps of the payroll lifecycle from data input to payday. This is a dynamic, client-facing role where I work with a portfolio of international clients, cross-functional teams, and partners across the globe to deliver seamless payroll experiences. I manage ongoing client relationships, contribute to internal projects, and help identify process improvements that drive efficiency and compliance. Responsibilities: Ensure accurate and on-time payroll for global clients Act as a single point of contact for assigned accounts Maintain and enhance long-term client relationships Communicate effectively across cultures and time zones Participate in ongoing training for international payroll practices Audit payroll data and generate reporting insights Track deliverables and ensure SLA commitments are met Educate clients on system best practices and operational workflows Collaborate with internal teams to resolve issues and implement improvements Core Skills: Payroll Processing · Teamwork · Deployment Strategies · Payroll Analysis · Payroll Administration · Problem Solving · ADP Payroll · Written Communication · Client Relations · Payroll Management · Payroll Taxes
Serving as the primary point of contact across a global payroll network, ensuring service level agreements (SLAs) are consistently met and exceeded. Actively involved in Partner transition projects, as well as Workday integration setup, troubleshooting, and implementing solutions in collaboration with internal stakeholders and external vendors. Acted as the escalation point for all payroll-related issues, driving swift resolution and maintaining high client satisfaction. Facilitated seamless communication between Client Account Managers and local client teams across international regions to ensure alignment and transparency. Key Skills: Problem Solving · ADP Payroll · Written Communication · Client Relations · Customer Escalation Management · Action Log Management · Meeting Coordination · Leading & Organizing Meetings · On-line Presentations · Client Engagement & Rapport
Managing 100+ tourist apartments in 5 buildings across Barcelona. - Reservation & Sales Management - Handling all booking enquiries, reservations, cancellations, and amendments via the PMS (Protel & Siteminder). Identifying sales opportunities by cross and up selling. - Customer Service - Building positive guest relations by understanding individual needs & requirements to deliver a world class guest experience. Effectively resolving issues and complaints against company policy. Implementing systems and processes to combat frequent issues. - Data Management - Ensuring guest data is collected and correctly recorded in line with governmental policy. - Accounting - Ensuring prompt & correct invoicing. Control & Balancing of cash register after each shift. - Property Management - Responsible for reporting & ensuring all property issues are escalated to & resolved by the ops team. Providing feedback/suggestions to the support teams on how processes and technology could be improved to better our services.
SHBarcelona is one of Barcelona's leading Real Estate Agents. Working for the Vacation Rental Management department with a portfolio of 200+ properties, I was responsible for managing the guest experience for around 100 of these. - Ensuring that each of the apartments we manage maintains an optimal level of quality and reservations through: - Reservation Management - Liaising with guests to deliver a first-class service, ensuring a smooth & efficient check-in and that all documentation is captured correctly following regulations. - Checking-in guests when required - Dealing with general customer enquiries quickly and efficiently, as well as resolving any guest issues - Responsible for reporting & ensuring all property issues are escalated to & resolved by the ops team - Identifying sales opportunities by understanding our guests' needs/requirements during their stay - Providing feedback/suggestions to the support teams of how processes and technology could be improved to better our services.
iFlats.net is the Vacation Rental Management arm of La Inmobiliaria an estate agency in Barcelona. Starting as Account Manager I helped grow the portfolio from 6 to 20 properties for both short and mid-term rentals, focusing on the guest experience. - Implemented and managed Property Management Systems (PMS) - extensive experience with Kigo, Vreasy, Guesty, etc - Managed connections and communications with OTA’s & Rental platforms - exceptional knowledge of Airbnb, Booking.com, Expedia, HomeAway/VRBO, etc - Client Management, guiding and advising clients on best solutions/actions to ensure their property is ready for the market and that their investment is working best for them - Market research of the tourism and business potential of a property, comparison with competitors, strengths, and weaknesses - Using said study to aid Pricing Strategy and Positioning for clients - Maximising sales & bookings through cross and up-selling - Listing of the properties on Vreasy following best practices developed over the years (Channel Management) - Implemented business procedures and processes - Reservation Management, liaising with guests to ensure a smooth check-in, resolving apartment/guest issues and complaints against business processes - Maintenance, support, and cleaning management, ensuring collaborative working across all teams - Managing, training, and recruiting staff to ensure exceptional delivery of customer service Achievements - Researched and managed implementation of new PMS, reducing costs and man time - Increased customer experience ratings by +20% in all aspects - 50% increase in revenue, rankings, and bookings - Increase in client satisfaction and properties in portfolio by 100%
Co-hosting tourist apartments. - Engaging new property owners and liaising with current owners on availability, issues and pricing - Managing booking systems, calendars and all communications (including booking requests, reservations, cancellations and general inquiries from different portals such as Airbnb, Booking.com, Homeaway, WaytoStay, etc) - Creating and ensuring webpages and documentation are updated on a daily basis - Maximising reservations and revenue through market research and upselling - Liaising with suppliers and providers to ensure quality control of apartments including maintenance, cleaning and check-ins/outs - Resolving all apartment/guest issues and complaints - Extensive experience with Kigo and Bookingsynch as Channel Managers Achievements - Setting up business systems to ensure all guest information is captured, double bookings did not occur and check-ins and cleaning done promptly. - Increase in guest satisfaction by 25%