Juliana Maldonado Email & Phone Number

San Francisco, California, US

Hired as a Founding team member. Led weekly cross-functional meetings with Ops, Eng, Product, Design, and Execs maintaining clear channels of communication on product roadmaps and experience updates. Project managed the Refreshments upsell strategy to increase monthly AOV, reduce churn, and increase NPS score. Partnered closely with GM to assist on ongoing.

Santa Monica, California, US

Managed Supervisor team of Tier 3 customer care team handling escalated customer requests. Led team to exceed annual KPI's and over 80% of team exceeding expectations at end of year performance reviews.Became thought partner cross-functionally keeping Customer Care top of mind through business roadmaps. Built and led monthly business retrospectives.

Santa Monica, California, US

Led team of Tier 3 agents to handle email and social media tickets. Worked cross-functionally with Growth and E-commerce teams to launch campaigns while driving VoC insights and a client focused experience.Created internal employee growth opportunity that led to two promotions, later became a company wide program.

• First Client Experience hire in Biz Ops team. Worked cross-functionally with Engineer and Product teams to launch and iterate client app experiences. Project managed hiring, training and building client team for Apple.
• Best iOS app of November 2015: Apple App Store
• Sexiest Product of the Year Nominee: Golden Kitty Awards
• Editor's Choice and Best New App on Black Friday 2015: Apple App Store
• Best New Startup Nominee: TechCrunch 9th Annual Crunchies Awards

London, GB

London, GB

• Supervise a team of 11 lifestyle managers in the New York Office
• Responsible for the day-to-day smooth-running of service delivered and management of the AskQ team
• Create and nurture a culture, positive working environment, and approach conducive to delivering service excellence consistently
• Key in ensuring the service-specific member experience is consistently exceptional and exceeding expectations-resulting in repeated and high membership renewal rates of at least 70% monthly
• Responsible for managing the AskQ team, including but not limited to: scheduling, recruiting, hiring, and training
• Responsible for complaint handling for Quintessentially private members

London, GB

• Worked closely with the Head of AskQ and Corporate Lifestyle Manager
• Fulfill requests for over 60 International Elite members coming from across the world to New York City and the vicinities
• Proactively reach out to International Elite members including, but not limited to events, travel itineraries, reservations, day to day plans
• Schedule and confirm appointments and hard to get reservations
• Responsible for handling requests for International Elite members arriving to New York and areas surrounding with in-depth knowledge of the cities
• Liaise daily with international offices to provide the best service to International Elites

London, GB

• Delivered personalized, proactive service to a portfolio of luxury international member
• Provided concierge services for requests that span from gift giving to party planning, hard to get restaurants reservations to luxury travel arrangements
• Initiate and maintain key relationships within lifestyle and luxury industries around the world that include restaurants, hotels, clubs, sporting events, transportation and various products and services to gain member.
• Developed understanding of the level of attention and responsiveness that an upscale clientele require
• Anticipate needs of the member and exceed their expectations

High School, Ib Diploma

Education record

Bs, Hospitality Industry Management