Ana Lurbe Huertas Email & Phone Number

Valencia, Es

Valencia/València, Comunidad Valenciana / Comunitat Valenciana, España

Valencia

-Daily contact with channels to achieve maximum visibility and continuous improvement of our platform.-Working with tourism software, attracting foreign clients and getting new partners.-Understanding of PMS CMS-Communication and collaboration with tourism partners.-Close contact with customers on a daily basis.-Assist in the development plans of the company and verify their accuracy.-Follow up on the execution of approved projects.

Remote

•Responsible for the opening, growth and development of supply in 4 cities in Spain (Valencia, Málaga, Sevilla and Alicante) as part of the global expansion of the team.•From Acquisition to onboard clients and handling key partners accounts. •Managing a team for launching markets from scouting to listing. •Built a portfolio of corporate apartments in secondary cities from 0 to +1.000 units generating +6digits in GMV on Valencia and Málaga and sustainable unit economics in very short time.• Identifying, managing and tracking sales pipeline from prospecting to relationship management and onboarding in the platform, leading all the aspects of deal execution. • Analysing markets data via Salesforce and Data Studio to track and drive performance and trends to help the landlords/property managers to achieve business success via our platform.•Reviewing the market strategy for the assigned regions monthly• Gather feedback from customer voices and concerns as POC for the customer and solve issues through continuous communication with other departments and giving feedback• Promoting the value of Homelike in personal visits and travel shows• Managing leads through the sales process and prioritizing activities aligned with appropriate sales stage• Partnering with other Sales Managers to share best practices a line up the strategy across the regions.

Remote

-Own and manage an expanding portfolio of 200 clients focusing on driving revenue, product adoption, education and customer satisfaction.-Analysing campaign data and delivering recommendations per account.-Cross-selling and upselling. Managing 15 Spanish gold existing customer accounts on detail like Cecotec or Aosom. Ensuring to uncover business needs, recommending new products and upgrades for the long term expansion and identify key improvement areas.-Reach and maintain commercial targets across eBay’s KPIs and individual metrics including but not limited to GMV growth, customer satisfaction, productivity, resolution rate, success rate, service level, effectiveness, and accuracy.-Working directly with eBay customers inbound and outbound via phone and email to resolve service questions, concerns and queries and to respond to qualified leads regarding eBay growth and improved service opportunities.-Working with all internal eBay teams including Fraud, Billing and Trust & Safety to identify optimal resolution to merchant issues.

County Dublin, Ireland

Responsible for the growth and adaption of the newly launched Airbnb for Work program in SPAIN as part of the global expansion of the team.• Building and maintaining key relationships with a book of business of more than 200 companies (enterprises, big and medium sizes) in order to ensure the growth of the newly launched Airbnb for Work program in the Spanish market.• Identifying, managing and tracking sales pipeline from prospecting to relationship management, leading all the aspects of deal execution. • Shaping the market strategy for the assigned region.• Analysing market data via Salesforce, Tableau & Superset to track and drive performance and help our customers to achieve business success via our platform.• Collect customer voices, address customer issues and concerns as POC for the customer and solve issues through continuous communication with other departments and giving feedback• Promoting the value of Airbnb for Work offerings associated to customer business requirements• Managing opportunities through the sales process and prioritizing activities aligned with appropriate sales stage• Partnering with other EMEA Account Managers to line up the growth of strategic accounts across the regions.• Collaborating with the Customer Support department in order to improve the client’s experience.• Managing the Europe’s top key account (€2.3Mil in 2019)• Demonstrating market acumen overachieving the team's target to the 110% the last 4 quarters.• Actively involved in several internal and international projects outside my core role.

County Dublin, Ireland

• Managing the portfolio of customers’ accounts from 102 countries and helping them to maximise the value of Airbnb for Work.• Identifying industry trends and understanding business challenges in order to find the best solution for each client. Develop and maintain a pipeline of opportunities that impact growth.• Developing a pipeline of opportunities that impact growth by creating relationships with influential stakeholders in-person, over the phone, and online.• Participating in travel shows and fairs in order to attract new clients and promoting them the Airbnb for Work services.• Establishing customer’s success plans to define their goals and enable them to measure their progress.• Acting as a trusted advisor and conducting customer’s workshops, trainings and presentations.• Monitoring product usage and intervening as early as possible when risks arise by escalating critical customers concerns internally and mobilising resources in order to resolve issues.• Conducting regular business reviews to celebrate positive outcomes and identify opportunities for growth.• Demonstrating market acumen overachieving the team's target to the 120% during 3 quarters.

County Dublin, Ireland

• Handle support requests from Premium Customers to ensure timely and complete resolution.• Ensure correct prioritization, visibility and resolution of technical escalations to the development team.• Be the expert about Superhost and Business Travel to support our users• Strong customer service skills including phone etiquette and conflict resolution.• Strong troubleshooting and analytical skills• Ability to present technical information to a live or virtual audience• Improving the troubleshooting templates by translating and adapting the content correctly to the Spanish Market (Localization).• Created guides style for email templates, translate and adapt them all to the Spanish and South American Markets.• Biweekly analysis of the data for the Love department; mentoring newbies and quality evaluation of the Giraffings.• Projects: POC Love, Develop a biweekly newsletter for the Spanish Market, Dublin Host Day.

County Dublin, Ireland

• The SM team manages the day-to-day reactive communications on the Twitter and Facebook globally• Monitoring conversations across the web and engaging when necessary.• Supporting the Spanish&LATAM teams with the responses on Facebook, Twitter and with other social media content related to Customer Experience needs and trends.• Handling escalated Customer Experience situations as needed.

Dublin

Responsible for escalate customer cases that begin online, but exist in the offline world. These include monetary and personality disputes, last minute cancellations, VIP rebooking and mediation for violations in Airbnb Terms of Service.• Finding creative solutions to complicated situations• Monitor and control numerous concurrent tasks in tandem • Responding professionally to phone calls and emails• Proactively and independently work to meet targets and goals• Improved the troubleshooting templates by translating and adapting the content correctly to the Spanish Market (Localization).• Created guides style for email templates.• Develop a biweekly newsletter for the Spanish Market• Recognitions: Promoted to SL2

Dublin

• Teach spanish to 15 students from 5 different countries from beginner up to advanced levels. • Adapting and focusing on the students needs to develop courses individually. • Exam preparation / Business Spanish/ Conversation class/ Writing skills.• Creating and adapting content to develop student skills

Dublin, Irlanda

• Providing English and Spanish (Spain, USA and LATAM) technical support by phone, chat and email.• Dealing with over 60 customer queries per day in a 24/7 - 365 day service• Ensuring high level of customer satisfaction (+90 % CSAT results) and case resolution to achieve the KPI’s and SLA’s targets.• Educating Google users in the understanding of the security policies, Google Wallet and Google Accounts operation.• Troubleshooting, identifying, investigating and solving client’s issues (claims, refunds, git cards, purchases...).• Working in a virtual collaboration environment with risk and compliance agents (Philippines, UK & India).• Improving the troubleshooting templates by translating and adapting the content to the Spanish Market (Localisation).• Develop a monthly newsletter for the Spanish Market

Valencia, Spain

• Maintaining, enhancing and developing the firm's relationships with its customers in the digital realm, based on the needs, interests of customers and the strategic approaches of the organization.• Created content for the website and adapted existing materials to Spanish Market.

Conselleria De Turismo, Cultura Y Deporte

• Writing 40 press releases, editing and preparing 20 cultural texts for publication in several newspapers and the magazine "Abante". • Management editing processes. • Preparation of 2.0 Communication Plan for its implementation. • Organization of public events. • Assisting in management of the exhibition "Expressions del Patrimoni. Fotografies". • Created content and adapted existing materials to Valencian and Spanish Market.

Madrid Y Alrededores, España

• Writing summaries of radio and television news according to a predefined grill with allocation to different customers.

Madrid Y Alrededores, España

• Local news editor for 3 Counties: Bilbao, Sevilla, and Zaragoza. • Contact and search news, photo media and editing sections. • Hierarchy and structure of news in each page. • Attained exclusive news.

Madrid Y Alrededores, España

• Webmaster and Community Management of the company. • Press releases, media contact, press conferences, writing in a digital newspaper about hyperactivity, preparation and delivery of press kits. • Preparation of databases, contacts with doctors, etc.

Valencia Y Alrededores, España

• Research and writing of chronicles and Sunday articles. • Research and writing two front page news articles.

Valencia Y Alrededores, España

• Writer-journalist in the weekly newspaper. • Preparing and writing in the monthly entertainment and culture “Vip Life” magazine and the biannual magazine “Náutica y Golf”.

Creating Client Success

Activities and Societies:-Engagement Skills -Client Commitment and Success Process -Engagement Process -Handling Objections -Follow up.

Consultative Client Engagement

-Consultative Engagement Skills -Gap Questions -Handling Objections -Pipeline Management -Proactive Reach Out Strategy -Consultative.

Certificate In Online Marketing And Digital Strategy

Community Management Course

M.A, Journalist

Presentación del Practicum sobre el mito de Pigmalion en varias novelas de artista

B.A, Journalist

M.A, Secondary Education Teaching: Spanish Language And Literature

Diploma In Teaching Spanish As A Foreign Language, Education

Curso De Gestión Cultural 3.0

Curso De Formación De Intermedio De Español, Spanish Language Teacher Education

Creating Client Success, Customer Success