Carmen Corio Email & Phone Number

Remote

In my role as an Enterprise Customer Success Manager at Guesty, I successfully managed a $4.5 million ARR portfolio, consistently surpassing quarterly upsell KPIs by 25%. I oversaw 20 enterprise accounts in North America and LATAM, maintaining a 99% retention rate.

Boiling Springs, South Carolina, United States

• Managed a $2 million ARR portfolio, exceeding quarterly upsell KPIs by 25%.
• Oversaw 40 sme and mid-market accounts in North America and LATAM.
• Maintained a 99% retention rate through proactive customer engagement.
• Built a library of training videos for LATAM customer self-service support.

London, England, United Kingdom

• Managed $800k ARR portfolio with 100% retention, achieving 30% growth.
• Collaborated with COO to establish customer onboarding and renewal processes.
• Led customer cycle for 26 Enterprise and 48 Midmarket/SMB accounts.
• Identified knowledge gaps and created Word Press articles for 40% reduction in support tickets.

Elected to co-lead Customer Supports Diversity and Belonging Council, a newly- established council focused on driving awareness for diversity and belonging in our department.

Remote

-Managed a team of support agents for HotelTonight, overseeing partner agent communication, chat, and email quality, driving customer satisfaction performance and increasing CSAT scores from 75% to 92%.-Implemented weekly one-on-one staff sessions and developed specialized training and mentoring programs that enhanced team productivity, quality.

Remote

Responsible for managing escalations and staff training. Led a 6-member team handling crisis scenarios/natural disasters. Created new business processes to optimize efficiency on support team.

Remote

Oversaw various communication channels (email, chat, phone) and managed escalations for guests and hotel partners.

Tampa, Florida

Managed and expanded a portfolio of hotels and high-end restaurants for a start-up, overseeing teams and processes, resulting in $1.5M new revenue in the first year. Handled team management and monitored sales using Salesforce.com.

Averaged $200k ARR through contracts and add-on services, consistently expanded new and pre-existing accounts, and created the sales process utilizing Salesforce.