CUSTOMER EXPERIENCE:• Led a team of 4 people, fostering their professional development and enhancing performance through effective coaching and support.• Managed and optimized lead funnel across 4 cities, handling 1800 leads and 3000 calls monthly.• Implemented and enhanced processes to accelerate B2C and B2B sales, including: • HubSpot implementation for the Sales team in the Spanish market. • Aircall implementation and management to improve customer communication. • Achieved highest quality standards and improved speed of response to customer contacts.OPERATIONS SUPPORT:• Developed workflows, processes, and templates to streamline operations and drive continuous improvement.• Contributed to product improvement by reviewing processes across different teams and forecasting the impact of changes, along with providing feedback and improvement proposals collaborating with HQ in Italy.SALES EFFECTIVENESS AND PIPELINE MANAGEMENT:• Implemented strategies for converting leads through inbound/outbound calls, cross-selling, and CRM actions. • Prioritize pipeline management, focusing on nurturing hot leads.• Managed the externalization and operations of a Call center, including onboarding and ongoing management.• Leveraged data to establish KPIs for measuring performance, efficiency, and level of service, driving data-driven decisions to improve salesPOST SALES MANAGEMENT:• Managed post-sales complaints process, including prioritization, tracking, and resolution.• Collaborated with construction companies to address underlying issues and prevent future complaints.• Partnered with third-party providers for prompt service delivery when required

Sales, converting leads via inbound/outbound calls and CRM actions.Identifying new best practices to improve commercial effectiveness and pipeline managementPrioritizing and farming hot leads.Buyers satisfaction at first place, gathering inputs on how to better serve them and supporting marketing and product team

• Handled high volume in-bound telephone calls from travel partners and/or direct guests from Spanish andinternational markets providing general information regarding pricing and availability, as well as securingreservations, including cross-selling and up-selling.• Processed reservations, requests for changes, cancellations, special needs, refunds, payments.• Use of multiple data base systems, internal computer programs and various computer-based resources• Use of selling techniques to promote packages, trips, excursions, etc

Welcome and help clients • Cash-handling, cash closing • Visual merchandiser support • Shelf stocking • Stock-control, inventory control

Receptionist • Handle high volume phone calls and answer customer queries, operate multi-line telephone system • Welcome visitors • Receive, sort and route email • Accepted letters and packages delivered to the front desk and distributed to appropriate staff • Help with document scanning • Maintain a neat, tidy and pleasant appearance of the reception area • Administrative support Customer Service • Resolve customer complaints and respond promptly to customer enquiries via telephone, letter and e-mail • Process orders, forms, applications and requests for information • Handle delicate situations such as customer requests and special needs • Use of Customer Relationship Management (CRM) application