Oswaldo Rojas Email & Phone Number

Spain

Collaborate with product design and development teams to ensure products meet customer needs and expectations.Ensure objectives on Recurrent Revenue and Customer RetentionResolve customer requests and complaints in a timely and efficient manner.Analyze customer data to identify trends and opportunities for growth.Perform quality assurance checks to ensure a high level of customer satisfaction.Manage overall customer experience by regularly conducting customer feedback audits and implementing improvements based on results.

Madrid, Community Of Madrid, Spain

Onboarded key customers as they expanded into 187+ countries around the globe Built positive relationships with customers that ensured positive feedback and referrals Helped new customers navigate global expansion while working to grow existing customer base into new countries Handled ongoing matters with new and existing customers and worked swiftly to resolve queries Advise on benefits, international payroll queries and other customer matters that invariably rose for customers hiring internationally

Spain

Support business partners by analyzing sales data and creating and delivering personalized training sessions for all sales roles. Ensure the adequacy of sales-related equipment and product stock for the business partners. Develop product enhancement ideas by itinerating feedback from Business partners and end -customer. Handle communication with sales and marketing teams from business partners to create shared strategies for product promotion and placement

Madrid Area, Spain

NH Collection Casino de Madrid is an events venue with a 3 Michelin Star Rooftop Restaurant, La Terraza del CasinoResponsible for establishing a new client base through outside and B2B sales efforts. Attend Tourism Industry and MICE trade shows. Responsible for producing outlines of events based on customers’ F&B needs, logistics, timeline, budget, and expected results accurately by continuously communicating with all teams involved in the event´s operations, including venue management, catering, contractors, and equipment rentals to guarantee event efficiency.

Madrid Area, Spain

Responsible for negotiating crew, layover, and leisure contract agreements with major airlines. Organized and led inspections/site visits to assess the companies’ needs in our hotels. Worked with airline and hotel staff to continually improve crew´s and passenger’s experience during their stay in NH Hotel Locations.

Shanghai City, China

In charge of re-writing the service procedures manual by evaluating and updating all Operations & Training handbooks of the restaurant. Planned, implemented, and supervised the execution of protocol and customer service training programs for service, kitchen, and management staff. Assisted with sales & marketing duties by creating strategic action plans for growing customer database, rewards program, restaurant image, and menu modification.

Caracas Area, Venezuela

Accountable for planning and executing client’s events from start to finish, including contract negotiations, supplier selections, and invoicing. Implemented protocol and service procedures to improve efficiency in restaurant-catering service. Led the catering team in the development of a hands-on approach training program focused on hygiene and customer service duties for kitchen & service staff.

Assisted clients with travel arrangements, including destination research, holiday proposals, reservations and ticket booking. Job required excellent social skills and ability to manage under stressful conditions. Position taught me to cope with multiple problems like changing deadlines and developed my ability to function well under pressure. Additionally, I also took a leadership position on the team that developed and updated the Travel Agency’s web page and newsletter.

Caracas Area, Venezuela

Managed reservation procedures and attended to guest request. Worked with different levels ofmanagement to anticipate guests needs and any resolve any occasional guest complains. Implementation of dedicated complaint handling procedure reduced customer complaints ratio by 35% Coordination and management of communication between guests and staff, timely follow up on complains and inquiries led to increased customer satisfaction.

International Business And Operations Management, International Business

Programa Thepowermba Con Especialización En Digitalmarketing

Business and Digital Marketing Expert

International Mba, International Business

Certificate, Foodservice Management

Licentiate Degree, Tourism And Travel Services Management