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Work Background
TripadvisorCustomer Success Executive - B2B - EMEA
Oct. 2021Barcelona, Catalonia, Spain-Manage customer portfolios to build strong relationships and ensure satisfaction, enhancing engagement with the SaaaS company's products and services
-Develop and implement strategies for client onboarding, retention, and growth, focusing on cross-selling, upselling, and win-back opportunities
-Achieve KPIs including retention rates and new MRR through proactive account management
-Monitor and analyze data to identify growth opportunities and make informed decisions that enhance client success and company performance
Consulta MedicaBusiness Operations Manager
Oct. 2020 - Jan. 2022Barcelona, Catalonia, Spain- Manage daily operations of a multidisciplinary medical office
- Coordinate schedules and events for five doctors, optimizing time management and patient care
- Develop content for the website and social media platforms, enhancing engagement and visibility
- Establish and maintain relationships with providers and laboratories, negotiating contracts as required
- Ensure accurate accounting practices and endorse internal financial controls
World ExperienceTour Manager - Experience Provider
Mar. 2018 - Oct. 2020Barcelona Area, Spain-Conduct engaging guided tours across Barcelona, ensuring an informative experience
-Develop scripts and content that align with company standards
-Organize logistical aspects of tours, including transportation and scheduling
-Manage bookings and reservations in collaboration with the office
-Create tailored premium and private tours for clients
Explore CatalunyaTour Guide, Operations Specialist
May. 2015 - Mar. 2018Barcelona Area, Spain-Lead engaging tours all across Catalonia, featuring ten itineraries
-Create compelling scripts and content for each tour to ensure a memorable experience
-Manage logistics for groups between 8 to 20 people, ensuring smooth operations and timely schedules
-Provide excellent customer service by addressing client needs and inquiries during the tour
-Offer personalized support and recommendations to enhance clients' overall travel experience
NATEXOOffice Manager and Events Coordinator
Jan. 2014 - Mar. 2015Barcelona Area, Spain-Organized internal and external events for employees and clients
-Coordinated travel arrangements, including flights and accommodations
-Planned meetings, team-building activities, and corporate events
-Managed office accounting and vendor negotiations for services
-Ensured smooth office operations, including materials and IT support
-Reported daily to the Director of Spain and weekly to the CEO in France
CitiRisk Operations Senior Analyst/Due Diligence. Business Support Unit. Africa Team
Nov. 2011 - Jun. 2013Dublin, Ireland- Project manager for Senegal, Cameroon and Tunisia.
- Reporting on a daily basis to the Senior Management.
- Building relationship and networking with our partners in Africa
- Ensuring the application of due diligence on every account, including adherence to AML (Anti-Money Laundering) and KYC (Know Your Customer) regulations
- Create, review and modify the accounts. Analyse carefully confidential documentation
- Mentoring and training the new hires ( a group of 5 people under my supervision)
- Dealing daily by phone and email with the Account Managers
PayPalRisk Operations Analyst /Compliance Agent. French Team
Nov. 2009 - Apr. 2011Dublin, Ireland- Responsible for ensuring that PayPal implements the appropriate controls over customer accounts to satisfy its obligation with the regulatory authorities.
- Responsible for monitoring customer accounts to avoid Money Laundering and Financial Terrorism.
- Responsible for responding to escalations, from other teammates, worked by PET ticket.
- Exceeding my targets measured by handling time, resolution rate, process utilization and quality of the cases worked
The Green GalleryAssistant Manager
Jun. 2009 - Sep. 2009Dublin, Ireland- Ensuring cordial relationship between the Gallery and current and future exhibitors
- Arranging meetings to review new artists and possible display dates depending on availability - Reviewing current offsite exhibitions to promote The View Gallery exhibitions
- Assisting to set up news exhibitions with facilities contractors: taking care of illumination and ambience
- Update content on website with new artist’s biography, prices and calendar
Centre de Cultura Contemporània de Barcelona (CCCB)Exhibitions Guide and Trainee
Nov. 2008 - Apr. 2009Barcelona Area, Spain- Creating and organizing the cultural events related with exhibitions in relation to conferences, trainings and courses
- Managing big group visitors and guides for visits on daily basis: arranging schedule and coordinating children and adult groups
- Organising training for new guides staff
- Promoting and working closely with schools and potential new visitors
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