Spain
Strategic professional with over 10 years of experience in the tourism sector and 5 years of experience in operational management and project leadership. Specialist in customer success, process optimization, and cost reduction. I thrive in dynamic environments where I can combine strategic thinking, creativity, and collaboration to achieve results that matter.
Customer service and daily support coordination for services offered to tourists, including in-house add-ons, as well as incident resolution both on-site and remotely, and extranet management. Also coordinated daily operations to maximize profitability and quality standards. - Reservation and cash flow management: Managed key processes related to logistics, resource allocation, and cost control, ensuring smooth and efficient operations. - Quality control: Supervised cleaning teams and maintenance providers, implementing immediate solutions to guarantee an optimal customer experience. - Customer relationship management: Designed personalized service strategies to welcome and assist guests, proactively resolving inquiries and issues, and ensuring a positive experience throughout their stay.
Business plan design, financial management, and brand positioning for tourist accommodation management and customer service operations. Built and consolidated the client portfolio from scratch. - Strategic Development: Designed and implemented business strategies, including business planning and execution, financial management, brand positioning, and marketing initiatives to drive growth and customer engagement. - Customer Relationship Management: Built long-term client relationships by understanding their needs and delivering tailored solutions to improve satisfaction and retention. - Marketing Campaigns: Led the management of two successful marketing campaigns for an accommodation property and a singer, using data-driven strategies to increase visibility and audience engagement. - Recruitment Campaign: Managed the execution of a recruitment campaign, ensuring client objectives were met while optimizing the candidate experience. - Brand Development: Led brand development strategy for an accommodation property and an association, focusing on identity creation and value proposition to strengthen customer perception. - Collaboration and Partnerships: Developed strategic partnerships and collaborations to expand market reach and enhance service offerings.
Customer Success & Operations Management for a large-scale immersive exhibition. Led on-site customer experience and internal operations, creating an operational management dashboard for 80 employees to optimize shift planning, communication, and service quality. - Customer Experience Leadership: Ensured a seamless on-site guest experience, proactively resolving incidents and coordinating teams to maintain high satisfaction levels. - Operational Excellence: Planned and allocated roles across all service teams (front desk, exhibition rooms, queue management, security, cleaning, and guest services) to guarantee service continuity and efficiency. - Team Enablement & Performance: Trained, managed, and monitored staff performance, optimizing schedules, breaks, and workload distribution to prevent service disruptions. - Process & Quality Control: Implemented standardized processes, daily reporting, and quality checks to ensure consistency, safety, and service excellence. - Revenue & Risk Support: Oversaw cash control procedures and supported venue management with operational risk management, including safety protocols and opening/closing procedures.
Management of supply chain operations, inventory, selection of suppliers and international distribution. Implementation of strategies to achieve the company's objectives through KPIs. Negotiation with suppliers and data analysis to assess performance and trends. Creation of a new supplier network to optimize costs.
Project management of new sales channels through affiliates and strategic associations in different markets. Joint management of influencer marketing campaigns with individuals and agencies.
Italian and English-speaking market management, incident control, automation configuration for customer service, and translation support.
Payment to suppliers, bank reconciliations, cost projection, income statement, and management of the computerised system. And manager of a supply project to create an inventory and implement first in/first out system.