People Partner

• Feb 2022 - Present

Executive Coach & Trainer

• Apr 2019 - Present

Through training and coaching processes I help managers to grow as leaders and to build engaged and productive teams. I also guide people to define and reach their professional goals through one-to-one and group dynamics. Through training and coaching processes I help managers to grow as leaders and to build engaged and productive teams. I also guide people to define and reach their professional goals through one-to-one and group dynamics.

Head of Operations

• Aug 2018 - Dec 2020

As the head of operations I turn company’s strategic vision into action. I report directly to the CEO and manage a cross-functional team of people responsible of Business Development and Customer Experience.I believe team engagement is the main drive for outstanding customer engagement. For this reason I guide and coach my team members to help them reach their objectives and improve their confidence at work. I run one on one and team meetings, group dynamics and mentoring sessions to ensure great performance, constant motivation and top results.Among my tasks I analyse KPIs and put in place solutions to improve efficiency, collect and aligne internal and external feedback and consolidate the inputs. I also develop reports and performance dashboards, define and optimize operational processes and manuals and implement new tools such as CRM (Hubspot) and customer experience software (Zendesk). I manage the biggest operational projects and maintain the key B2B relationships.I work closely with other departments of the organization as Product, Marketing or Finance and have got a 360º perspective that allows me to prioritize the workload and manage time efficiently. I recruit new employees, take care of their onboarding, follow their professional growth, identify training needs and create strategic solutions to improve skills across the company.*Company internship supervisor

Head of Supply

• Jul 2017 - Aug 2018

Beroomers is an online marketplace for students and young professionals. As the Head of Supply I built from scracth and manage a team responsible for landlord acquisition and success. Together we make sure our tenants have plenty of quality accommodations to choose from according to the company growth strategy.I possess a global mindset and empathy for the challenges sales and customer success teams face. For that reason I thrive on talent development, creating a nurturing environment where employees can cultivate their passions and develop awareness of target KPIs. I design workflows, implement new internal tools and provide trainings in order to ensure an outstanding team performance. I also manage Beroomers’ top tier accounts to ensure mutual success. I am enthusiastic about developing relationships with potential and existing customers and I instill that knowledge and motivation into my team. I am constantly promoting and participating to cross functional projects with Product and Marketing to improve our supply strategy and enhance a worldwide landlord experience.*Company internship supervisor

Market Coordinator

• Dec 2016 - Jul 2017

As a member of the Host and Community Operations team at Airbnb my focus is to scale the Vacation Rental strategy on the key spanish markets. I analyse data and reports (Tableau) to grow my market strategically and build solid b2b relationships to ensure a healthy supply growth. I handle key host accounts (Salesforce) ; work on the acquisition of new property managers, onboarding, account management and promote quality checks to increase the percentage of 5-start bookings. I enjoy taking every opportunity to help them improve their overall performance and deliver valuable guidance to grow within the Airbnb marketplace.I also work with strategic partners - channel managers and other integration tools - to ensure a smooth transfer of listings and maintenance of high-quality standards.Thanks to my proactive and enthusiastic attitude, I was able to share my knowledge and best practices, being responsible for the mentoring and coaching of other members of the EMEA team.I participated on the Airbnb Open 2016 a community-powered festival of travel and hospitality in Los Angeles.

Business Development - Account Manager

• Sep 2015 - Dec 2016

Airbnb community development: Host acquisition, empowerment, engagement and success.- Focus on key markets according to business needs and company growth strategy. Current markets: Spain, Cuba, Australia.- B2B and B2C approaches (property managers and homeowners)- Supply acquisition in both urban and vacation rental areas: Host outreach and lead conversion- Account management: Follow up, identification of opportunities for enhancement and customisation of training for host success- Airbnb brand promotion- Proactively work to meet individual and team goalsSL3 responsibilities:- Tasks assignment- Volume tracking- Workflow improvements/ Powerpoint Presentations

Customer Experience Specialist

• Oct 2014 - Sep 2015

- Be a first point of contact to the worldwide Airbnb community and promoting Airbnb culture- Creating and maintaining engagement within members of the Airbnb community- Arbitrate in situations between users, including urgent situations- Use investigative skills to uncover all available information and both sides of an issue before making decisions- Understand and explain all Airbnb products and policies and make judgment calls about proper application- Uphold Airbnb guidelines and best practices, coaching Host and Guests on compliant behaviour- Identify opportunities to improve Airbnb service, policies and systems and provide feedback through appropriate channels to the Product, Engineering, Legal and/or Marketing teams- Coach and support team members for performance improvements- Proactively and independently work to meet and exceed targets and goals.- Maintain a positive attitude, be optimistic, actively engage in team discussions, communicate effectively

Sales and Customer Care Specialist

• Jan 2013 - Oct 2014

- Full skilled agent handling queries both over the phone and via email from Spanish and English speaking customers. Ensuring team and personal monthly goals are reached and exceeded. - Be a first point of contact to assist customers efficiently with all processes regarding Reservations, Rebooking, Refunds, Ticketing and Lufthansa additional services. -Travel agency helpdesk: B2B relations, giving the best options to increase company's revenue. Providing support and authorisations for Lufthansa main sales channel. -Providing excellent assistance to travel agencies and individuals with a deep knowledge of IATA rules, air fares construction and complex recalculations such as Round the World, Side trips and Refunds. -Miles & More loyalty programme : Handling special requests from Lufthansa most valuable customers building and maintaining successful B2C relationships. -Baggage Line: Helping customers on the baggage tracing according to IATA’s Montreal Convention. Dealing with complaints in a very professional way. -Web support and E-care responsibilities: assisting users with technical issues, identifying and reporting website bugs on JIRA bug-tracking and Project tool. -Customer Care Service: Handling enquiries and complaints before and after travelling via E-mail. -Participating in “Optimize Admin Tasks” project based on Lean Six Sigma philosophy.

Travel Consultant

• Jan 2011 - Jan 2012

-Promoting tourism in the Castilla y Leon region by building up and maintaining relationships with travel agencies, tour operators, tourist offices, town halls and tourist fairs through e-mail, post and fax. -Front Office Activity: Meeting and greeting tourists. -Dealing with customer queries and complaints and ensuring customer satisfaction. -Social Media Marketing: Develop and input material as part of social media programme. -Promoting tourism in the Castilla y Leon region by building up and maintaining relationships with travel agencies, tour operators, tourist offices, town halls and tourist fairs through e-mail, post and fax. -Front Office Activity: Meeting and greeting tourists. -Dealing with customer queries and complaints and ensuring customer satisfaction. -Social Media Marketing: Develop and input material as part of social media programme.

Marketing and Communication Assistant - Internship

• Jul 2010 - Jan 2011

-Assist the marketing manager by conducting market research and identifying possible target markets. -Support in creating marketing plans and translating web-content. -Dealing with international customer queries by email, letter, telephone or face to face. -Write reports as well as draft Microsoft Word and PowerPoint presentations. -Completing all administrative tasks including database update and design. -Assist the marketing manager by conducting market research and identifying possible target markets. -Support in creating marketing plans and translating web-content. -Dealing with international customer queries by email, letter, telephone or face to face. -Write reports as well as draft Microsoft Word and PowerPoint presentations. -Completing all administrative tasks including database update and design.

Event Planner assistant- Intern

• Oct 2007 - Jul 2008

-Management and coordination of both business and cultural events. -Support in drafting the budget and administrative management. -Collaborating with recruitment to coordinate suppliers as well as technical and human resources. -Maintaining database and the mailing list. -Hotel booking, social programs and transport organisation. Organisation of the social programs and company assistance. -Management and coordination of both business and cultural events. -Support in drafting the budget and administrative management. -Collaborating with recruitment to coordinate suppliers as well as technical and human resources. -Maintaining database and the mailing list. -Hotel booking, social programs and transport organisation. Organisation of the social programs and company assistance.