Experience

FOUNTAINHEAD INTERNATIONAL B.V.
• Netherlands
• Events Services
• 1 - 100 Employee
• International Sales Executive

  • Sep 2022 - Present


CPM International

• United Kingdom
• Outsourcing and Offshoring Consulting
• 400 - 500 Employee

• AIRBNB CASE MANAGER

  • Jul 2019 - Jun 2020

  1. Urgent issues solving, due to last-minute cancellations, providing total coverage and assistance to users, creating new itineraries and new reservations in Airbnb.2. Conflict situation mediation and resolution between hosts and guests from Airbnb, achieving the greatest possible satisfaction for both, and reducing the risk of on-going reservation cancellations.3. Persuasive negotiation and decision-making related to user penalties, managing reimbursements, and compensations, while reducing the economic and financial impact on the Airbnb platform, as well as the impact on the NPS score KPI. Show less

• AIRBNB CX SPECIALIST

  • Mar 2019 - Jun 2019

  1. Case identification and classification according to topic and urgency, to facilitate decision-making to resolution, and transferring them accordingly to specialized teams.2. Empathetic attention to both host and guest users, according to each situation, taking into account the cultural context and the contact method (phone call, email, chat).3. Host and guest advisor about how to increase benefits using the product/platform, to have a positive impact on NPS score KPI.4. Complex inquiries and claims management, conducting research and troubleshooting to identify the cause of the issue, achieving the best possible resolution, with the highest user satisfaction, resulting in a high NPS score KPI.5. Continuous knowledge updating regarding internal procedures and workflows.6. Very strict compliance with the GDPR and other international privacy and confidentiality laws regarding personal data users management.* Thanks to good case management, I achieved an above required average NPS score KPI, which resulted in being promoted and trained to Resolutions Case Manager. Show less



Nutrinuts

• Mexico
• Food and Beverage Services
• 1 - 100 Employee

• Key Account Manager & Business Developer

  • Jul 2015 - Aug 2018

  1. Key Account Management: Comprehensive project management for private label product to be distributed in the USA Organic market.2. Design and management plan to obtain exportation public subsidies.3. Exportation to the USA and Costa Rica market.4. Commercial collaboration with Dipasa Internacional company for vegetable oil private label project to be distributed at Costco USA.5. Representation and coordination of participation in the following specialized international fairs:Expo Antad & Alimentaria Guadalajara (Mexico) - PLMA Show Chicago (USA) - Sweets & Snacks Show Chicago (USA) - NRA Show Chicago (USA) - Summer Fancy Food New York (USA) - Anuga Köln (Germany). Show less

• Marketing Manager & Business Developer

  • Jun 2013 - Jul 2017

  1. POS/POP promotion plan coordination. 2. Corporate Brand and Product Brand renewal.3. Wholesale retail store chain product introduction.4. New product development.5. New clients acquisition and negotiation.



Alamo Country Club / Club de Golf El Alamo SA de CV

• Communication and PR Manager

  • Jan 2008 - Oct 2010

  1. Company identity renewal. 2. Positioning Alamo Country Club as the main golf club in the region. 3. Hotels commercial agreements negotiation. 4. Website renewal coordination, with pioneer organic SEO technology. 5. Golf Yardage Book development and direction. 6. Sponsors acquisition for golf Yardage Book 7. Website developing, printing and graphic design, negotiation, and management of design service suppliers. 8. Public organizations liaison for business promotion events to attract private investment. Show less